SUMMARY

• Working as a Senior IVR Consultant in Confidential , and have 13+ years of experience in developing and managing self - servicing IVR applications for Consumer Banking, Business Lending, Home loans and Small Business Card customers.
• Led and managed over 7 multimillion dollar IVR applications (Next Gen Consumer IVR, Countrywide Home Loan IVR, Business Lending IVR, Global Wealth Management (GWIM) etc.) within Contact Center Technology space for Confidential and ensured the overall program governance aligns with organization’s standards, policies and procedures.
• Experience in working on Multi-language (English, Spanish, Asian (Korean, Vietnamese, Mandarin) IVR applications.
• Led Voice Biometrics Authentication design and development for Confidential Consumer Banking customers.
• Specialized in developing IVR applications in Avaya MPS 1000, Genesys Voice Portal GVP, Cisco Voice Portal (CVP), Nuance Speech recognition, Text to Speech Nuance, Nuance Development Framework (NDF), Nuance Dialog Module (NDM), Nuance Verifier, Genesys CTI, Call Routing, VOIP, MPS Developer Periphonics, VXML, Java, J2EE, JSP and Spring MVC.
• Experience in analysis of speech systems requirements to transform them to a voice user interface (VUI) design.
• Experience in Natural Language Processing (NLP) and Speak Freely (SF) Menus.
• Experience in tuning the speech applications to improve Recognition accuracy, IVR containment rate and customer experience.
• Experience in Genesys CTI Call Routing, Inbound/Outbound IVR call handling and IVR to IVR transfer.
• Experience in Genesys Administration tools like Genesys Administrator V8.1/8.5 and Configuration Manager ( CME ).
• Experience in designing voice call flows using Nuance Application Studio (NAS).
• Experience in creating and compiling Grammar XML ( GRXML ), State Chart XML ( SCXML ) grammars.
• Experienced in IVR administrative tools Avaya CMS, Genesys ORS, Cisco Call Studio, Periphonics, Avaya CPD Outbound dialer.
• Expertise in debugging capabilities on all Genesys Voice platform Components including Genesys Configuration server (CME), Media Control Platform(MCP) server, Genesys Reporting Server, SIP server, Universal Routing Server(URS) and, T-Server
• Experience in Agile (Scrum/Kanban), Waterfall methodology and practicing as Scrum master.
• Extensive experience in creating Business, Functional and Technical specifications, Requirements Traceability Matrix, Visio Call flows and QA Test Management.
• Proficiency in analysis of Speech Requirements and transform them to a Voice User Interface (VUI) design.
• Experienced in Web Services Development and Integration with third party databases or systems (SOAP/REST/JSON).
• Skilled in Java, J2EE, Spring MVC, Hibernate, JDBC, JSP, JavaScript, Log4j, and Ext Js.
• Experienced in database management using Oracle, SQL, MySQL and DB2.
• Experienced in creating unit test cases using Junit and Mockito.
• Experienced in build and deployment tools Maven, Jenkins, Ant.
• Experience with Application servers and Web servers such as Tomcat, and JBOSS.
• Exposure in searching, monitoring, and analyzing the call flow data using Splunk.
• Experience in configuration management tools IBM Rational Clearcase, Subversion (SVN), Git and MS VSS.
• Exposure to Clickfox (Call behavioral analytics) application call flows logging and reporting on real time.
• Experience in defect management tools like Quality Center (QC), JIRA, and Rally.
• Experience in managing a 25+ member distributed teams (USA, Mexico, India, China) that implement the follow-the-sun model.
• Implemented Continuous Delivery Model (DevOps) model to achieve faster delivery of programs.
• Experience in driving programs using Agile (Scrum and Kanban) and Waterfall project management methodologies;
• Managed multiple project roll outs simultaneously, supporting overlapping releases.
• Liaise with stakeholders to layout design for complex programs, via Joint Application Design (JAD) session.
• Proficient in subdividing project scope and project deliverables into smaller, manageable units and assigns priority to each work package to ensure timely execution.
• Demonstrated abilities to manage a project through its complete lifecycle viz. Initiation, Planning and Design, Execution, monitoring and controlling through Closing.
• Excellent Communicator; leverage technical, business and financial acumen to communicate effectively with senior executives and all stakeholders.

TECHNICAL SKILLS

• Avaya MPS 1000,Nortel Periphonics
• Nuance 9 - Speech/TTS, Natural Language(NLU), Nuance vocalizer
• Nuance Verifier - Speech Biometrics
• Nuance Transcription Engine (NTE)
• Nuance Dialog Module (NDM)
• Nuance Development Framework (NDF)
• Genesys Voice Platform (8.1) (GCP), Cisco Voice Portal (CVP), Genesys composer, Avaya Orchestration, Genesys Administrator, Source Control Interface (SCI), CME, Avaya CMS, Genesys ORS
• Genesys CTI, Dialer, Call Routing, vXML (voiceXML)
• MPS CPD & Outbound Calling, UNIX & Shell Scripting, SOAPUI, Drools
• Java-J2EE, JSP, JavaScript, Hibernate, Web services (SOAP/REST/JSON), JDBC, Junit, Angular Js, Ext Js
• Spring-MVC, JAXRPC, Apache AXIS, Ant, Jenkins, Maven
• Eclipse IDE, Textpad, Notepad++, Nexus
• Super Putty, SSH Tectia
• MS Project, Excel, Visio, Word, PowerPoint, SharePoint, One Note.
• Clearcase, Git, Subversion (SVN)
• HP Quality Center, JIRA, Rally
• Oracle, PL/SQL & SQL Developer
• WebSphere, Tomcat, JBOSS
• Windows, Solaris 10, Exceed.

PROFESSIONAL EXPERIENCE

Senior IVR Consultant

Confidential | Seattle, WA

Responsibilities:

• Managed Consumer banking NextGen IVR Transition and Wealth Management IVR transformation programs.
• Responsible for end-to-end project scope and acted as single point of contact for the IVR strategies.
• Led the team size of 10+ members that includes developers, business analyst, designers and infrastructure engineers to define accurate functional specification and requirements for the project and to ensure tasks are prioritized.
• Built project plans, reconcile team schedules, and establish proper milestones to ensure that tasks are executed in proper sequence.
• Liaise with dependent application owners and architects to layout design for new projects, via Joint Application Design (JAD) sessions.
• Conduct risk analysis and contingency planning for each supported application of a project.
• Perform project estimation and impact analysis of new projects, including strategic planning to manage and budget resources for the team.
• Performing Scope planning, Risk management, Product backlog and Sprint backlog management.
• Redesigned IVR prompts and management for improved customer experience. Also, actively involved in identifying “One Voice” (Erica) to be used across multiple channels within the bank.
• Achieved the design and development of key modules like Card Activation, Fraud and Risk, Pay by Phone, Funds Transfer, Online Banking Passcode Reset, Recent Activity, ATM/Branch Locator etc.) using Nuance IVR framework (NDF, NDM, Vocalizer, TTS) in Genesys Voice platform (GVP)
• Worked on creating, compiling and deployment of NLU, GRXML, GSL, Speak Freely grammars for speech applications.
• Achieved the implementation of transcribing customer recorded voice survey comment into Text using Nuance Transcription Engine (NTE).
• Designed the common data model (CDM) integration for consuming web service calls to retrieve customer system of records from back end within Confidential middleware system.
• Creating user profiles, DNIS pooling, Speech Resource Configuration, MCP server setup, MRCP proxy configuration, application URI mapping using Genesys Administrator (GA).
• Enhanced and maintained phone control, transfers, call routing and advanced call reporting functionalities of CTI.
• Managed in onboarding application deployment to follow DevOps model for build and deployment activities.
• Involved in implementing Agile (Kanban) methodology for projects that are heavily involved in improving the customer experience and tracking the status in Rally tool.
• Prepared System Impact Worksheet (SIW) to document the technical requirements, Detail Task Summary (DTS) for release deployment activities and conduct review meetings to ensure the timelines.
• Creating the change record (RFC) using BMC Incident Management system to support the project production deployment activity.
• Key role as a representative of technology throughout the post implementation warranty (PIW) to acquire the voice of the associate (VOA) and voice of the customer (VOC) for important attributes and performance of the product.
• Manage the Learning needs for the Team, Resource profiles, handling interviews, and maintaining the Weekly Status Reports, Contract Management, New Project/Initiatives proposals for the team.

IVR Project Leader

Confidential | Seattle, WA

Responsibilities:

• Led the 2 year Countrywide Home Loans IVR Transition and Integration into existing Confidential environment.
• Managed 30+ team members across different locations like US, India, Mexico in GDC relationship model.
• Achieved migration of 5 different IVR applications from legacy countrywide banking environment into the Confidential web based architecture model.
• Played a key role in managing system design to be in compliance within Confidential infrastructure. Also, provided ideas for infrastructure optimization to handle 1.5 billion calls per day.
• Participated in joint application design review meetings and performed data mapping.
• Managed project versions and branches using IBM Clearcase and Subversion.
• Architected the model of Pilot Data Center before migrating the code into production environment.
• Architected and designed the hybrid model between MPS and VXML Java layer to support dual way call processing between external IVR applications.
• Designed and developed the business layer using VXML/J2EE/Nuance Voice Framework and deploy it in CVP.
• Developed custom tag libraries and whisper tones using VXML and JSP.
• Implemented effecting and skilled call routing using Genesys CTI components.
• Created and Compiled Speech/DTMF (.GRXML), NLU grammars.
• Assisted in designing and preparation of call flows using Nuance Application Studio (NAS).
• Developed and supported OLB IVR which is an outbound IVR to get passcode over the call. This would trigger the application to make an outbound call to the customer. Once the customer answers the call, he would be authenticated and read out the passcode.
• Developed and supported Bank by Appointment (BBA) IVR to make outbound calls for banking center appointments reminders using Avaya CPD.
• Designed and built the framework and library module to make outbound call and check for phone events.
• Supported with the CPD configuration setup on the Avaya MPS 1000 Server in both test and production environments
• Designed and created an IVR Webtool which helped testing team (validate application call flows, database feeds, Changing customer preferences, Fraud ANI, Trust ID etc.) and business team (Call Reporting).
• Developed the Speak freely menus to streamline the presentation to the caller, versus the usual directed dialog menus.
• Designed and implemented ISAM algorithms for the data base transactions.
• Writing SQL queries to update oracle DB using JDBC.
• Supported production server’s maintenance during the monthly server patching
• Involved in data modeling and data mapping for web services development and integration.
• Supervised code reviews and ensured all solutions are met architectural specifications.
• Perform impact analysis on the present system and design the flow.
• Preparing test plan specification, conduct unit testing and conduct code reviews.
• Improved efficiency in project implementation through reduction of phase-wise defects by over 25%.
• Assisted with the environment and infrastructure preparation to support performance testing.
• Worked closely with the stakeholders manages call center representatives and based on the inputs updated the applications to attain the maximum containment rate in IVR.
• Led deployment teams to successfully deploy applications to production environment. Managed build scheduling and deployment strategies for independent and integrated releases.

Environment: Genesys Voice Platform V8.1, Genesys Composer, Cisco Voice Platform, Genesys Composer, Nuance Development Framework (NDF), Genesys CTI - API, Nuance Dialog Module (NDM), Nuance Vocalizer, Drools, VXML, GRXML, NLU, Oracle, Web Services (SOAP/REST/JSON), Avaya CPD, Java/J2EE, JSP, Java Script, Spring MVC, Log4J, Servlets, Maven, Jenkins, DevOps Build & Deploy, Eclipse Juno, Avaya CMS Supervisor, Waterfall/Agile, Subversion, Clearcase, Tomcat, HP Quality Center.

Senior IVR Developer

Confidential | Seattle, WA

Responsibilities:

• Managed team of 10+ resources in both onshore and offshore to support the Small Business Card IVR transformation and, Speech Biometrics for Confidential .
• Held overall responsibility of coordination of implementations of software builds and release management.
• Facilitated release planning meetings across multiple channels to assess project impacts and other stakeholders.
• Facilitate user interface design walkthrough meetings with development, testing and other business stakeholders and acquire signoff to finalize the design.
• Coordination with configuration Management to ensure that all applicable environment issues are resolved in advance of non-prod and production implementation.
• Communicate overall completion status to Technology Project managers and business stakeholders.
• Involved in development of voice biometrics authentication using Nuance Verifier. SpeechKey Voice Print technology that allows customer to select SpeechKey value and the system uses biometrics to authenticate by matching caller voice print.
• Created the reporting module to store the SpeechKey logs in the oracle DB.
• Developed Speech Key authentication call flow (Identify SpeechKey enrolled customers, validate collected voice print data, Collect additional token as required etc.).
• Developed the modules for Card Activation, Rewards Program, and Offer Management for Small Business customers using Avaya Framework and lead several other modules development with offshore coordination.
• Had experience on working with a home-grown bridge in place of JSB, to connect MPS application with Java programs.
• Responsible to maintain RFC's and make sure the processes adhere to release management standards.
• Develop and manage the roll out schedules, implementation plans and activities/tasks for and across all functional groups involved in the project release.
• Performed production support for complex issues and worked in escalations with aggressive deadlines.

Senior Software Engineer

Confidential | Seattle, WA

Responsibilities:

• Developing self-servicing voice applications for Consumer banking Confidential customers.
• Understand and analyze business requirements, creating high level design (HLD) and low level design (LLD) documents.
• Perform impact analysis on the present system and design the flow.
• Developed key modules like ID/Authentication, Funds Transfer, Debit Card Activation, CTI routing attached data collection, and Agent transfer in Nortel Periphonics/Avaya MPS/ScanSoft/Unix/Shell Scripts.
• Implemented processing logic (parsing merchant description, apply dictionary rules) in Java for transactions merchant name play out using TTS engine for customer recent transaction activities.
• Created XML files to simulate web service responses.
• Developed UNIX shell scripts and cron job for Oracle/ISAM data refresh.
• Implemented decision tree algorithm for business cross selling offers management.
• Responsible for creating SOAP and Restful Web services with WSDL, SOAP, JAX-WS and JAX-RS.
• Designed/Developed framework for Dynamic Menu. Its table based rules driven approach to build dialog menus on the fly.
• Performed CIT testing and supported SIT testing, defect fixes and management.
• Designed Speak Freely menus to streamline the caller interaction and make it more intuitive, Vs the directed dialog menus.
• Assist in the Performance testing of the new code in terms of environments preparation.
• Daily handoffs with the offshore support team for development efforts, and facilitate meetings to review daily and weekly deliverables.

Environment: Avaya MPS Developer (Periphonics), Avaya MPS 1000, Avaya CPD Outbound Dialing, Genesys Composer, Nuance 9 Speech/TTS, Nuance 9 Verifier, Genesys CTI - API, VXML, Java, J2EE, JSP, Servlets, Spring MVC, Avaya VXMLi Browser, PL/SQL, SQL Developer, Maven, Apache AXIS, IBM Web Sphere, Unix Shell scripting, Oracle, Subversion, Clearcase,, Quality Center.

Software Test Engineer

Confidential

Responsibilities:

• Responsible for identifying the requirements of testing environments and areas that require improvement.
• Handle the tasks of executing automated test scripts and conducting root cause analysis.
• Prepared test plans as per the business requirements Document (BRD).
• Review User Requirements, Use Cases and Detailed Designs to develop Test Cases.
• Preparing Test plan, traceability matrix for the functional business requirements.
• Validated Test Scripts using both excel sheet and Quality Center.
• Prepare defect status report and perform root cause analysis.
• Working with data management team for test data setup.