SUMMARY

• About 15 years of experience in software development life cycle (SDLC) including requirement analysis, solution designing, code development, testing, troubleshooting, maintenance and support.
• Delivered Web and Voice technical solutions to clients in Finance, Telecommunications, Energy and Utility, Transportation, Healthcare and Public sector.
• Experienced in designing and developing IVR DTMF and Speech applications using Genesys and Avaya Contact Center technologies, and Nuance ASR Grammar.
• Experienced in developing survey and callback applications.
• Specialized in IVR Call Flow Designing, CTI Integration, VUI designing, Routing Strategies, GRXML grammar tuning, Agent Desktop integrations and CRM integration.
• Developed and supported Genesys Call Routing Strategies for Voice and Chat channels using Orchestration Server (ORS) and Universal Routing Server (URS).
• Designed Inbound call flows using Genesys Composer, VXML, Nuance Dialog Modules and GVP.
• Well versed with Pulse real time reporting, Interactive Insights historical reporting.
• Worked on Avaya framework including Dialog Designer, Workflow Designer, IC Manager, CM, AES, VPMS, MPP, and reporting using VPMS, CMS, SDR & CDR reports in PostgreSQL DB.
• In - depth understanding of natural language grammar (NLU) approach and implementation.
• Experience in IVR integration with NICE and Verint call recording systems.
• Familiar with EyeQueue web client to monitor Virtual Hold system.
• Development experience in Java, JavaScript, CSS, HTML, Web Services and SQL queries.
• Experience in SIT, User Acceptance Testing (UAT) and knowledge in Cyara automated testing.
• Effective communication skills with technical and non-technical teams, strong organizational, problem solving and analytical skills.
• Experienced in creating Technical Design Documents, Use-Cases, System Requirement Specification and MS Visio Callflow Diagrams.
• Worked using Agile, SDLC and Waterfall methodologies.
• Self-driven, detail oriented, good team player and proven ability to work in high paced work culture.
• Excellent client interaction skills and experience working in cross functional teams.

TECHNICAL SKILLS

IVR: Genesys Composer 8.1/8.5, GVP (Genesys Voice Portal), Genesys Agent Workspace, Genesys Studio, GrXML, Nuance Dialog Modules, Nuance ASR, TTS, Pulse, Interactive Insights, Avaya Voice Portal 5.0, Avaya Dialog Designer 5.1, Avaya VPMS 5.0, Avaya IC 7.3 (CTI), Avaya Workflow Designer, Avaya Site Administrator, Nice inContact, Agent Desktop, VHT EyeQueue 7.2, CMS

Technologies: Java, JavaScript, HTML, Struts, MVC, Web Services REST/SOAP, XML, VXML, CCXML

Databases: Oracle 9i/10g, SQL Server 2012, PostGreSQL

Tools: JIRA, JAMA, Confluence, Eclipse, MS Project, MS Visio 2013, Balsamiq, HP ALM, HP Quality Center, SQL Developer, pgAdmin3, MS SQL Server Management Studio

Change Management: ServiceNow, SharePoint, Remedy, BitBucket, SVN, VSS, CVS

Methodologies: Agile, Scrum, Kanban, SDLC (Waterfall)

Web Server/App Server: Microsoft IIS, IBM WebSphere 6.1, Apache Tomcat 8.0, JBoss

Platforms: Windows, Unix, Linux, SIP, VOIP

PROFESSIONAL EXPERIENCE

Confidential

Assistant Vice President

Responsibilities:

• Designed self-service IVR and routing call flow diagrams in MS Visio based on the requirements gathered from stakeholders, industry standards and organizations strategy.
• Developed and tested IVR call flows and voice applications using VXML and Genesys Composer.
• Transformed main banking IVR from directed dialog to natural language to improve caller experience and to support more than 40 main menu options.
• Designed, developed and documented default and integrated call routing strategies.
• Collaborated with cross-functional teams, online teams, stakeholders to define and document requirements.
• Developed ASR/DTMF grammars using GrXML and responsible for ongoing grammar tunings.
• Integrated self-service IVR with REST Web Services to retrieve data as needed.
• Used CCPulse+ 8.1 to create reports based on usage trends as per business requirements.
• Integrated Agent Desktop with Salesforce CRM to screen pop with call delivery to agent.
• Created test cases and conducted SIT and User Acceptance Testing.
• Designed and developed in-queue (immediate) and scheduled callback for voice channel.
• Implemented skill based routing to transfer call to agent with right skills, proficiency and priority.
• Consolidated the hours of operations object used by all IVRs at one place for efficient administration.
• Conducted successful analysis and recommended a solution to support basic customer queries through chatbot using Genesys chat widget, chat bot engine and routing strategies.
• Developed an intranet web interface for legacy dbChat system’s admin tasks to create user account, join chat, create new chat room etc. using third party Mind Align API.
• Created Work-flow diagrams for self-service UI and automated processing for Persistent Chat system.

Tools: /Technologies: Genesys Composer, Genesys Workspace Desktop Edition, GAX, GVP, JIRA, Confluence, MS Visio, Eclipse, Java, Spring MVC, SQL Server 2012, MS Management Studio, Oracle SQL Developer, Oracle 11g, Adobe Dreamweaver, Balsamiq

Confidential

Sr. IVR Consultant

Responsibilities:

• Implemented new language in Telecert, Pin and Payment Status IVR.
• Responsible for successful project analysis, Dialog Designer code changes, unit testing, supporting UAT and production deployment.
• Developed and enhanced IVR VUI call flows based on business requirements.
• Obtained business UAT signoff in first code rollout with zero defects.
• Recommended caller hung up report to business and implemented using VPMS and Dialog Designer to help with ongoing improvement efforts.
• Designed and Implemented Telecert call completion tracking and call monitoring reusable framework and automated report using Dialog Designer and VPMS.
• Identified code implementation issues in existing IVR and recommended fixes which reduced call drop to a great extent.
• Gathered requirement for enhancements and updated design document and test cases.
• Implemented code changes to the call flow based on requirements.
• Responsible for coding, troubleshooting, fixing and testing complete call flows.
• Configured Avaya Interaction center for adding new VDN’s for different languages and updating the routing workflows using Avaya workflow designer to handle calls for a new language.
• Recommended tuning updates in IVR system to improve performance and caller experience.
• Performed technical analysis for Avaya Voice portal upgrade project from Avaya VP 5.0 to Avaya EP 6.0 and from Dialog Designer to Orchestration Designer.
• Monitoring Avaya infrastructure using Avaya CMS supervisor by pulling different reports for port usage and VPMS reports for IVR/Application usage and exceptions.
• Configured VDN and vector for adding a new language in IVR using Avaya site administrator.
• Recently implemented Spanish language for Career Center IVR.
• Developing the new JAX-WS Client layer between IVR and Web Services.
• Responsible for Production Deployment and monitoring.
• Resolved critical and high priority issues by analysis and identifying root cause.
• Effectively communicated with all stake holders and cross-functional teams.

Tools: /Technologies: Avaya Dialog Designer 5.1, Avaya Voice Portal 5.0, Avaya IC 7.3, Eclipse, Avaya Site Administrator, Avaya Workflow Designer, Java 1.6, Apache Tomcat 6.0, Eclipse 3.5.2, SharePoint 2010, Mercury Quality Center, MS Visio 2010, Visual Studio 2010, PostgreSQL, pgAdmin3, SQLDeveloper, Oracle 11g

Sr. System Engineer

Confidential

Responsibilities:

• Enhancing IVR in Avaya Dialog Designer.
• Designed Avaya workflows for handling incoming calls and for passing attached data to IVR based on business rules.
• Enhancement of my account web using J2EE.
• Performing RCA and Fish bone analysis with development and testing team to improve process and reduce defects
• Using Shell scripts for deployment of IVR on UNIX boxes.
• Present the project to CAB team and getting approval for deployment.
• Nuance Grammar development for any new enhancements and features and Grammar tuning to improve speech recognition performance.
• Developed the application interface that the user interacts with using J2EE
• Developed the new interaction WS Client layer between IVR and ESB for replacing the old one to get over all the timeout issues using JAX WS
• Integrating Avaya Agent Desktop with hosted Collection software to populate data about the call on the hosted collection software
• Troubleshooting issue for Customer Center using Avaya framework on Production
• On Call production support for IVR, Avaya and Unix environment on rotation.

Tools: /Technologies: SOA, Web-Services, Remedy Tool, Avaya Dialog Designer, Avaya Workflow Designer, Avaya Agent Desktop, Avaya Interaction Center, Avaya Interaction Center SDK, Avaya VPMS and MPP, Nuance, SQL Server 2005, IBM ClearCase, IBM Clear Quest, Clarity, SharePoint 2010

Sr. System Engineer

Confidential

Responsibilities:

• Leading and coordinating all analysis sessions with business analyst, architect, design and solution, infrastructure architect, interfacing application and support, and DBA teams.
• Participating in project planning to create scrums for the bug fixes so that all of the issues are addressed in the project span.
• Designed IVR based on the requirements from business.
• Participated in implementing NICE call recoding system to record call when they were transferred to call center representative.
• DTMF transfer from Oncor IVR to the Payment IVR with attached data.
• Troubleshooting issues in Web, IVR, Avaya environment
• Implementing Call disposition code in IVR for improving the Self Service reporting in IVR.
• Tuning Nuance grammar for improving the feel of IVR for the callers.
• Enhancement of main IVR and development of new Survey IVR.
• Creating automated Genesys outbound system to report outage information to affected users.
• Production support on weekly basis for the IVR environment.

Tools: /Technologies: SOA, Web-Services, Genesys OCM, VSS, HPQC, Clarity, SharePoint, MPP, Avaya Dialog Designer