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Senior Analyst Resume

SUMMARY

  • Experienced telecom engineer certifications in Aspect UIP, Aspect ASMS, Aspect ALM and eWFM. .Having 10 years of experience working with top Banks

TECHNICAL SKILLS

Telecom: Aspect UIP Call routing design expert, Nice call recording, Genesys and Cisco ICM call routing expert.

Languages: Java, Python, Tableau

Database: SQL, Access

Microsoft Office: Word, PowerPoint, Excel, Visio.

PROFESSIONAL EXPERIENCE

Confidential

Senior Analyst

Responsibilities:

  • Certified Aspect Professional in Aspect UIP 7.3, eWFM and ALM.
  • Handled Retail/Consumer business call routing services on Aspect UIP in Confidential Chase.
  • Managing Aspect UIP 7.1, 6.6 outbound Aspect UIP Dialers, Aspect ALM, Genesys Call routing, Real time reporting through CCPulse, Aspect eWFM, Nice Call Recording.
  • OnQ/UIP/ALM Dialer Outbound Technology, managing the dialers, outages, triages.
  • Taking for of lists, strategies Aspect UIP, ALM for JP Morgan & Chase Business.
  • Skill based routing(VOIP) designing which involves the call to route to the best skilled agent to handle the queries of the customer.
  • Working closely with the IVR team to design the call pre - route and post route strategies according to the
  • Monitoring the alarms, troubleshoot by ensuring zero procedural errors and supporting system availability.
  • Designing the services on Aspect UIP 7.1, Unified director and URM.
  • Maintaining the Systems and making sure the systems are up and running by monitoring Logs generated through Genesys Logging functions, Alarm detection and working on the issues.
  • Monitoring the alarms, troubleshoot by Genesys Solution Control Interface (SCI). Ensuring zero procedural errors and supporting system availability.
  • Responsible to handle the outages, triages, by checking the logs from Aspect, Genesys and getting to know the root cause of the issue and fixing the same.
  • Log Analysis, Alarm analysis, Alarm reaction detection, stuck call management, SNMP interface and through Scripts.
  • Configuration of Alarm conditions, log events and messages.
  • Message Server, Local Control agent, Configuration server, DB Server troubleshooting.
  • Root cause analysis if the Tier-1 team is not able to resolve the issue, then taking care of the issue through the development point of view, Directory Numbers, Design strategies troubleshooting.
  • Expert knowledge in Nice Call recording system (Nice 8.x, 9.x, 3.0,3.1, 3.2 and 4.1) environments, resolving the issues of call not getting recorded, call logger failures and taking care of maintenance activities.
  • CCT design expert in Aspect system management Suite through the Aspect architect.
  • Providing solutions to the clients by requirement gathering and then implementing it in the ACD UAT and then releasing it for production.
  • Creating the Developer testing and involving with the Business testing with the Line of Businesses.
  • Knowledge of configuring and troubleshooting IP routing/switching technologies and protocols including TCP/IP.
  • OnQ/UIP/ALM Outbound dialers, creating lists, making sure the dialers are up before the production, patching and SSL Certificates
  • Knowledge of signaling protocols (e.g., SS7, SIP, RFC 2833 etc.)
  • VoIP and SIP telecommunications troubleshooting experience with emphasis on problem identification and resolution.
  • Working on the interaction Dispatch or CLS server for Nice. Making sure that the loggers are up and running and performing the maintenance activities and root cause analysis.

Confidential

Senior Analyst

Responsibilities:

  • Aspect UIP 6.6, 7.1 and 7.3 Certified professional. Designing the services for the UIP systems, Unified director and URM.
  • Migration of Aspect UIP and ALM.
  • Handled the migration of Aspect UIP and consolidated the Call routing into the new platform UIP voice platform.
  • Aspect ALM certified professional, building the strategies, lists for the ALM.
  • Designing the call flows for Confidential in Aspect System Management Suite; Call routing design expert.
  • CCT design expert in Aspect system management Suite through the Aspect architect.
  • Understanding of Nuance IVR for designing the call routing.
  • Providing solutions to the clients by requirement gathering and then implementing it in the ACD UAT and then releasing it for production.
  • Creating the Developer testing and involving with the Business testing with the Line of Businesses.
  • Analyzing call logs, system health checks making the system ready for the production.
  • Creating the Developer testing and involving with the Business testing with the Line of Businesses.

Confidential

Senior Analyst

Responsibilities:

  • Designing the call flows for Confidential UK businesses. Was part of the Voice and Contact Centre infrastructure team.
  • Building the call flows from start taking the TFN numbers, having business meetings to take the requirement for the project.
  • Designing the Canvas by making use of the Aspect Producer, UCC RTR and making available for the business.
  • Providing call design support to the team for the business and analyzing the call flows and then changing the design of the systems as per the details.
  • Configuration of Alarm conditions, log events and messages on Unified director.
  • Creating the testing plan and involving with the Business testing with the Line of Businesses.

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