SUMMARY

• Over 6 years of experience in Analysis, Design, Development, and Implementation of Enterprise Applications
• Experience in building Interactive Voice Response (IVR) Applications using VoiceXML
• Proficient in analyzing requirements and transforming into Voice user interface (VUI) design using MS Visio
• Experience in designing complex IVR call - flows and updating, maintaining it on Sharepoint site
• Managed multiple projects, assist in Production deployments, troubleshoot issues and provide 24x7 support
• Experience in building and deploying Multi-lingual (English and Spanish) applications on Web-servers
• Worked in Call Center environment and used the ASPECT Work Force Management (eWFM)
• Experience in using Cisco CVP suite of products and other developmental IDE tools
• Experience using Cisco ICM, Avaya ASA to build Vectors, VDNs and Call Routing purposes
• Experience in using Avaya IVR, Dialog Designer, and other development RAD tools
• Experience working on Avaya Aura PBX, ACD, MPPs, Switches and other Telecom tools
• Experience in using Genesys Studio, Composer, and other GVP suite of products
• Experience in using Nuance ASR, OSR and other Speech Recognition tools
• Experience in creating DTMF (TTS) and Speech Applications using Nuance suite of products
• Experience in using Voice Recording tools such as Verint, Witness, and Adobe Audition
• Experience using Quality Center, Empirix and other Testing Hammer tools
• Experience working on SQL Server, Oracle, MySQL, Postgres and other relational databases
• Experience using Java, J2EE, EJB, Struts, other advance concepts to communicate with backend systems
• Experience in Client-Server development using C#, ASP.NET, Web Services and other concepts
• Highly motivated team player with good Telecom expertise and communication skills

TECHNICAL SKILLS

Cisco Tools: Cisco ICM, Cisco CVP, UCCE, UCCM, IP Phone, UCCE 8.5,Call Manager, Cisco Routers, Cisco Switches, Cisco Wireless Solution, Routing Strategies, Central Controller, Cisco ASA

Genesys Tools: GVP 8.1/7.6/7.2, Composer 8, Genesys Studio 7.2, Interaction Routing Designer (IRD), Genesys Administrator, CME, Universal Routing Server (URS), Genesys Voice Portal, VoiceGenie, Stat Server, T-Server, I-Server

Avaya Tools: Avaya Dialog Designer 4.x, Avaya Voice Portal (AVP) 5.x, Interactive Response Systems (IR), Avaya Aura PBX, Avaya IC, Avaya Site Administration (ASA), Avaya Communication Manager (CM) 5.2/4.0/3.1, VPMS, Session Manager (SM), Avaya AS400 systems, Avaya MPS 500

Nuance Tools: Nuance Recognizer (8.x,9.0), Nuance Speech Server 5.0, Nuance OSR 3.0, RealSpeak 4.5, FlexLM

App/Web Servers: Apache Tomcat 6.x, Websphere, BEA Weblogic 9.x

Programming Concepts: C#.NET, ASP.NET, Java, J2EE, XML, JavaScript, HTML, CSS, .NET Framework 3.5/4.0, Web Services, SOAP, WSDL, Visual Studio 2010/2008/2005, Eclipse 3.5/3.2.

Database Tools: SQL Server 2008/2005, Oracle 10g/9i, Postgres, MySQL, Sybase, DB2,SQL Server Management Studio (SSMS), Oracle Enterprise Manager, SQL Plus

Microsoft Tools: Microsoft Office, Microsoft Active Directory 2003, Microsoft Exchange Server 2010, Microsoft Outlook 2010/2013, Windows 98/XP/Vista/7, Windows Server 2003/2008

Reporting Tools: InfoMart, CCPulse, Call Center Analyzer (CCA), CMS Supervisor, SSRS, BRIO, Crystal Reports, Business Intelligence Development Studio (BIDS)

Version Control: Perforce, VSS, SVN, CVS, SharePoint,F5,Lotus Notes

Telecom Technologies: IVR, VRU, VXML, CCXML, SSML, Contact Center, PBX, ACD, Call-Center, IPCS, DTMF, ASR, TTS, AES, CTI, MPP, TellMe, SRGS, GRXML, MRCP, Inbound, Outbound, Call Routing,, TAS, TSAPI, Nortel, VOIP, H323, TDM, SIP, X-Lite 3.0,Cloud Implementation, Lync,Verint,Witness,NICE, MPLS, VMware, VPN,RSA Token, LAN, WAN,VLAN

PROFESSIONAL EXPERIENCE

Confidential, Bloomington, IL

IVR Developer

Responsibilities:

• Worked with business analysts to gather and analyze the Business requirements
• Created Technical design based on the requirements and review it with the Business
• Created Voice User Interface (VUI) documents, complex call-flows using Microsoft Visio tool
• Implemented complicated CVP VXML scripts, interfacing with external Web services
• Understand CVP software architecture and contact center integration
• Build, execute, and debug CVP Call Studio applications, including:
• Writing full featured applications using ASR, DTMF, TTS, Prerecorded Audio
• Creating menus, collecting information from callers, confirming caller input, specifying custom input
• Using prompts appropriately: Initial; NoMatch1,2,3; NoInput1,2,3; Help; Success; Disconfirmation
• Configuring Tomcat to use SQL databases with CVP Call Studio
• Worked with multi-language applications
• Worked with speech recognition in CVP Call Studio.
• Experience in writing CVP Call Studio Subroutines that you invoke from other Studio applications.
• Taking recordings from callers, including Emergency Broadcast Messages
• Handled and understand VoiceXML events
• Created variables, performing assignments and math calculations, using counters
• Incorporating code written in other languages, including Java, into your Studio application to provide additional functionality and integration
• Maintain and Monitor performance and operation of VXML Server
• Understand VXML Server operation and administration
• Configure automated purging of old logs Activity Logging to omit sensitive data on VXML Server
• Enable Debug Logging of all VXML pages and exchanges with the gateway
• Completely understand Administrative Scripts on VXML Server
• Directory structure and what needs to be backed up
• Developed complex ICM scripts for call routing
• Developed complex CVP VXML applications interfacing with web services
• Part of the team that enhanced the in-house CRM system with Telephony Toolbar using CTIOS
• Implemented ICM call routing script integration to legacy TDM ACDs using Translation Routes
• Developed highly customized CTIOS desktop using CTIOS SDK and Microsoft .NET platform
• Implement SQL scripts using CVS tool to perform data Inserts, updates, and deletes in Oracle database
• Configured TFNs and non-production servers for IVR Applications using Avaya Voice Portal tool
• Problem analysis involving isolating issue to specific area(s) on both client-side, server-side
• Created multi-layered application framework using IVR, Java, J2EE technologies
• Tracing of issue origin frequently involves analysis of JSPs, page components, JavaScript, tags database objects, report objects, metadata and Java classes utilized
• Provide 24x7 technical support and troubleshooting data issues associated with deployments
• Prepared and presented UNIX production and implementation schedules to the Project Manager and client
• Developed ticketing and IVR applications for different clients that allow the customers to solicit information and register complaints on helpline number
• Order GM Voices audios and install them on each Media Processing Platform (MPP) servers after each deployment
• Lead IVR projects and performed the whole SDLC lifecycle for the IVR applications
• Build and deployment of code on the Weblogic servers and perform Weblogic administration
• Responsible for Smoke, Sanity, Regression Testing for Bank’s Applications code changes
• Communicate with different On-shore and Off-shore support teams
• Provide on-call support during production deployments, troubleshoot any issues reported
• Involved in Post production activities such as logging activities and monitoring the code
• Responsible for preparing the technical document of the application

Environment: IVR, VXML, Cisco UCCE / IPCC, Cisco ICM, CTI, Aspect & Avaya ACDs, Avaya IR IVR, Nuance OSR & OSDM, CUIS,, Cisco IP Phone Nuance TTS, Speech, PBX, Avaya CM 5.x, ACD, MPP, Aspect Dialer, Total Systems (TSYS), SVN, CVS, SharePoint, HP Quality Center 10.0, Oracle 10g, Java, J2EE, Cisco ICM 7.5.8, CVP, SQL Server, Java 1.6.X, CUPS, SIP Trunking

Confidential, Tallahassee, FL

Lead IVR Developer

Responsibilities:

• Worked with business analysts to gather and analyze the Business requirements
• Created Technical design based on the requirements and review it with the Business
• Created Voice User Interface (VUI) documents, complex call-flows using Microsoft Visio tool
• Responsible for developing Enterprise level IVR applications using VXML
• Created and modified bilingual IVR applications using VXML elements such as sub-dialogs, to achieve multi-document application
• Lead design and development team in re-architecting and re-writing of critical business applications
• Used Struts framework and modified the legacy code written in Java as per the requirements.
• Implement SQL scripts using CVS tool to perform data Inserts, updates, and deletes in Oracle database
• Configured TFNs and non-production servers for IVR Applications using Avaya Voice Portal tool
• Problem analysis involving isolating issue to specific area(s) on both client-side, server-side
• Created multi-layered application framework using IVR, Java, J2EE technologies
• Tracing of issue origin frequently involves analysis of JSPs, page components, JavaScript, tags database objects, report objects, metadata and Java classes utilized
• Provide 24x7 technical support and troubleshooting data issues associated with deployments
• Prepared and presented UNIX production and implementation schedules to the Project Manager and clients
• Developed ticketing and IVR applications for different clients that allow the customers to solicit information and register complaints on helpline number
• Order GM Voices audios and install them on each Media Processing Platform (MPP) servers after each deployment
• Lead IVR projects and performed the whole SDLC lifecycle for the IVR applications
• Build and deployment of code on the Weblogic servers and perform Weblogic administration
• Responsible for Smoke, Sanity, Regression Testing for Bank’s Applications code changes
• Communicate with different On-shore and Off-shore support teams
• Provide on-call support during production deployments, troubleshoot any issues reported
• Involved in Post production activities such as logging activities and monitoring the code
• Responsible for preparing the technical document of the application

Environment: IVR, VXML, Nuance TTS, Speech, PBX, Avaya CM 5.x, ACD, MPP, Aspect Dialer, Total Systems (TSYS), SVN, CVS, SharePoint, HP Quality Center 10.0, Oracle 10g, Java, J2EE, Struts framework, JavaScript, Oracle PeopleSoft, Linux, Weblogic 10.x, Apache 2.x, Contact Center Desktop (CCD), Call Center admin (CCA),, TortoiseSVN, UML, WinCVS 2.0, XML, ANT 1.7, WinSIP, Adobe Audition, Putty, Jenkins, F5 load balancer, Cisco ICM routing tool, Verint voice, TOAD 11.0, SQL Developer, VPMS 5.x, Visio, AIM, Wizdl tool, SoapUI tool, Programmers notepad, Edit Plus Eclipse 3.5, Tomcat, iSeries, MOC, NICE, Cisco IP Phone

Confidential, Addison, TX

IVR Support Analyst

Responsibilities:

• Provide on-call support during production deployments for LAMP applications
• Lead IVR project in redesigning and development of their legacy applications
• Completing the assigned Service Tickets related to Bank’s proprietary applications
• Responsible for monitoring the code and logging activities related to Call center issues
• Responsible for Smoke, Sanity, Regression Testing for Bank’s Applications code changes
• Communicating with different On-shore and Off-shore LAMP support teams
• Responsible for the analysis of requirements, implementation of the code and to support the projects through all phases of SDLC
• To provide design amendments based on analysis of legacy code for enterprise level projects
• Responsible for debugging of legacy code written in proprietary tools for IVR related applications
• Troubleshooting issues related to Third party Apps in production
• Responsible for providing first-levels of technical support of the company's web-based financial transaction software suite for a variety of highly customized client applications.
• Key responsibilities included detailed analysis and triage of reported issue
• Development and communication of plan to address issue
• Implementation of fixes including implementation of patches, writing or enhancing SQL stored procedures, Java code, JSPs and/or report modifications.
• Install and configure ORACLE software on Unix (HP and SUN) and PC (Win95 and NT40) environments.
• Perform disaster planning, enroll new users, maintain space within the database, suggest and implement backup strategy to maximize security and safety.
• Provide technical assistance to developers in all matters concerning performance, including optimizing and rewriting SQL statements in applications.
• Designed and installed auto-log modules that collects database of errors from different systems and generates cumulative reports
• Enable and implement encrypted logins over the deployment servers

Environment: Eclipse 3.5, MySQL, Tomcat, Apache Virtual servers, ASPECT Dialer, J2EE, VXML, AS400 systems, iSeries, MOC, NICE, Cisco IP Phone, SharePoint

Confidential, Houston, TX

Application Developer

Responsibilities:

• Review and analysis of the business requirements of the legacy tool
• Lead redesigning and development of a web application and UI for the legacy CTI tool
• Assisted graphic designer to apply professional skins and in corporate the company logos and symbols
• Developed and integrated the CTI Services Tool with other Genesys suite of products using Microsoft Visual Studio 2008, C# language and SQL Server 2008 database
• Made Registry entries for each fresh installation on the client’s computer to record the updated user’s changes
• Upgraded and configured all the Genesys dependencies to the latest version and tested it accordingly
• Customized the CTI Services tool to match proprietary logos and company specific data
• Performed Unit Testing and necessary troubleshooting as required
• Installed the CTI tool on Windows/Linux servers, 32/64 bit systems and also to check the compatibility with different Operating systems
• Created the CTI tool as a desktop client executable for portability and ease of use

Environment: Genesys CTI tools, Genesys Studio, Visual Studio 2010, IIS 7.5, Windows Server 2003/2008, C#.NET, Tomcat 5.5, SharePoint, SQL Server 2008, Visio 2010

Confidential, Costa Mesa, CA

Genesys IVR Developer

Responsibilities:

• Review and analysis of the Business Requirement Document
• Lead the workshops to come up with Enterprise level design for IVR projects
• Lead redesigning and development of a IVR applications
• Review and analysis of legacy code for IVR applications written in Genesys Studio
• Installed the configured Genesys Composer and all its dependencies
• Designed and created databases Tables, Stored procedures and Views to retrieve the data from it instead of XML files
• Created a POC for IVR projects using Composer, C#.NET Web services which will interact with SQL Server 2008 databases
• Installed and configured IIS 7.5 Web servers for the upgraded environment
• Installed and configured RealSpeak 4.5 TTS Servers along with voice packs in lab environment
• Installed and configured Nuance Recognizer 9.0 ASR on Windows Server 2003 along with language packs
• Installed and configured Nuance Speech Engine Server 5.0 and its dependencies in lab environment
• Install and configured Apache Tomcat 5.5 and apache HTTP 1.3.4
• Installation and configuration of all the Genesys Licensing for the Genesys and Third party products using FlexLM
• Created a Self service application which is both Touch-tone (DTMF) and Voice enabled
• Created a Pros and Cons document for RAD tools such as Composer and legacy proprietary framework
• Created level of effort (LOE) to help determine the Cost Benefit Analysis (CBA)
• Configuring IVR Profiles DID groups for IVR Applications using Genesys Administrator and CME
• Created basic routing strategies to and configured TFN to routing calls using ANI, DNIS for IVR applications and to agents phone
• Testing the IVR applications developed in SIP based environment using X-Lite 3.0 SIP phone
• Responsible for preparing the technical document of the application

Environment: Genesys Composer, Genesys Studio, Visual Studio 2010, Genesys Administrator, CME, IIS 7.5, Windows Server 2003/2008, C#.NET, RealSpeak 4.5, Nuance Recognizer 9.0, Nuance Speech Server 5.0 Apache 1.3.4, Tomcat 5.5, SharePoint, SQL Server 2008, Visio 2010, MS Project 2010, X-Lite 3.0

Confidential, Irving, TX

IVR Support Analyst

Responsibilities:

• Involved in collecting and analysis of Business requirements
• Involved in design discussions for Enterprise level projects
• Used Voice Genie tool to develop IVR applications
• Production Support for issues related to DSL Internet, Cable and Wireless phone
• Completing the assigned Service Tickets related to Call Center issues
• Debugging the legacy code written in IBM proprietary tool for IVR Applications
• Troubleshooting on issues related to Third party Apps in Production
• Involved in on-call support for Production deployments of IVR and other applications

Environment: Voice Genie, Genesys Studio, CME, Eclipse 3.2, Java, Tomcat 6.0, SVN, SQL Server 2005, Visio 2003