SUMMARY

• Having 14+ 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, Confidential 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) 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
• 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).
• Experienced in database management using Oracle, SQL, MySQL and DB2.
• Exposure in searching, monitoring, and analyzingthe 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 distributed teams (USA, Mexico, India, and China) dat 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;
• Liaise with stakeholders to layout design for complex programs, via Joint Application Design (JAD) session.
• Excellent Communicator; leverage technical, business and financial acumen to communicate effectively with senior executives and all stakeholders.

TECHNICAL SKILLS

Framework/Tools: Genesys Voice Platform (8.1), Configuration Manager (CME), Genesys Composer, Cisco Call Studio, Avaya Periphonics V3.0, Nuance Development Framework (NDF), Nuance Dialog Module (NDM), Nuance Speech Recognition, Nuance Text To Speech, Nuance Vocalizer, Nuance Transcription Engine (NTE), Nuance Application Studio (NAS), NICE Call Recording

Programming Language: VXML, GRXML, Spring MVC, JSP, SCXML, Java/ J2EE, JavaScript, XML.

Front end: React JS, Typscript

Database Management System: Oracle, My SQL

Configuration Management Tools: Bitbucket, IBM Clear Case, Sub version (SVN)

Applications/Web Servers: Tomcat, JBOSS, Web logic

Tools: Eclipse, Rally, MS-Suite (Project, Project server, PowerPoint, Excel, Word, Visio, SharePoint), JIRA, Swagger, IBM BMC.

SDLC Methodologies: Agile, Waterfall.

Deployment Tools: Maven, Jenkins, DevOps, Jules

Domains: Payments, Banking and Finance, Credit cards

PROFESSIONAL EXPERIENCE

Technical Voice Consultant

Confidential, Columbus, OH

Responsibilities:

• Supporting NICE call recording application, Voice Biometrics, and microservices implementation for the front end applications.
• Participate in sprint planning, scrum review meeting with project managers, application owners, business analyst and team members for the business requirements.
• Coordination with Machine learning team in getting the recorded calls from NICE database to improve IVR self containment rate and provide possible user design suggestions.
• Describe and documenting the rest API specification using Swagger editor. Also, generate the code snippets from the documentation.
• Developed front end application for synchronized audio playback and several call recording media requirements.
• Writing powershell scripts as required to support ad-hoc project requirements.
• Creating the unit test cases using Enzyme/Jest framework to test react components.
• Manage and Coordinate End to End testing, System Integration testing, Regression testing for any application changes
• Creating user stories in JIRA. Review and approve the bit bucket push/pull request.
• Perform application onboarding, service account creation and code deployment within inhouse GAIA cloud foundry.
• Prepare implementation plan, create RFC and coordinate the release deployment activities.
• Participate in voice of customer review meetings with product stakeholders and application owners.

Genesys 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.
• Liaise with 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.
• Have prepared function design documents, sample calls, call flows and managed prompts.
• Created data interface design documents to capture the API request and response mapping for backend interaction.
• 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.
• 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.
• 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) to improve IVR containment rate.

IVR Design Analyst

Confidential | Seattle, WA

Responsibilities:

• Managed the IVR UI design for the consumer Card IVR application transition from vendor managed legacy platform.
• Hands on experience in designing IVR call flows using Nuance application Studio (NAS) tool and generating the NDF code.
• Designed the IVR flows recognition (DM), decision, data access, playback and sub dialogs node types.
• Supported the user interface design for both speech and touchtone applications.
• Have written grammars for input collection, static menus, yes no dialog modules.
• Created detailed call flows, mockups, comprehensive design specifications for several self servicing modules.
• Also, expertise in preparing function requirement documents in collaboration with the business team and downstream applications.
• Worked in Natural Language, Voice Biometrics, dynamic menus and creating business rules.
• Perform Speech application tuning by aggregating the voice analytical data to improve Recognition accuracy, IVR
• Containment Rate and Customer Experience.
• Coordinated the prompts manifest with the vendor for prompts recording and administration.
• Work closely with IVR business and application product owners to design and layout speech requirements and improvements.
• Support business team with answers to questions about IVR application logic and call flows.
• Work with Application Certification team in designing proper test scripts, reviewing defects, and finding test data.
• Involved in user acceptance testing (UAT), post install validation testing (PIV).
• Participate the voice of the customer review meetings for potential IVR design improvement opportunities..

Cisco Voice Developer

Confidential, Madison, WI

Responsibilities:

• Designed, developed and troubleshooting of contact center applications build in Cisco call studio.
• Developed call flows for pre-customer greeting, Policy Details, Policy Status, Payment and agent routing messages.
• Creating scripts for call flow routing using Cisco ICM Script Editor.
• Created monitoring system for check the health of IVR applications.
• Developed a solution to monitor and perform health check of web services consumed within IVR.
• Created WCF web services to perform the policy number and claim number validation.
• Integrate IVR flows with Nuance speech recognition utilizing custom context and dynamic grammars.

Delivery Lead

Confidential

Responsibilities:

• Managed 30+ team members across different locations like US, India, Mexico in GDC relationship model.
• Achieved migration of 5 different IVR applications from legacy Confidential into Confidential infrastructure.
• Participated in joint application design review meetings and performed data mapping.
• Managed project versions and branches using IBM Clearcase and Subversion.
• Developed and designed the hybrid model between MPS and VXML Java layer to support dual way call processing.
• Perform impact analysis on the present system and design the flow for the IVR transformation.
• Involved in development of voice biometrics authentication using Nuance Verifier, Speech secure server.
• SpeechKey Voice Print technology dat allows customer to select SpeechKey value and the system uses biometrics to authenticate by matching caller voice print.
• Worked on developing the reporting module to store the SpeechKey logs in the oracle DB.
• Implemented effecting and skilled call routing using Genesys CTI components.
• 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.
• Supported with the CPD configuration setup on the Avaya MPS 1000 Server in both test and production environments
• Involved in data modeling and data mapping for web services development and integration.
• Supervised code reviews and ensured all solutions are met architectural specifications.
• Preparing test plan specification, conduct unit testing and conduct code reviews.
• Assisted with the environment and infrastructure preparation to support performance testing..
• Led deployment teams to successfully deploy applications to production environment.
• Managed build scheduling and deployment strategies for independent and integrated releases.

IVR Channel Lead

Confidential

Responsibilities:

• Managed team of 10+ resources in both onshore and offshore to support the consumer banking and Small Business IVR transformation 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 dat 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.
• Had experience on working with a home-grown bridge in place of JSB, to connect MPS application with Java programs.
• 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 database transactions.
• Supported production server maintenance during the monthly server patching
• Responsible to maintain RFC 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.

IVR Developer

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.
• 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.

Voice Tester

Confidential

Responsibilities:

• Responsible for identifying the requirements of testing environments and areas dat 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.