SUMMARY

• Having 6 years of relevant experience in Information Technology industry with 2 years as an intern and 4 years as a full time employee with Confidential .
• Technical Proficiency in IPCC/Telecom domain with relevant knowledge on various Genesys products to setup the contact centre solutions. Having hands on experience with Genesys Inbound, Outbound, GVP, SIP, WFM, Reporting and Desktop applications.
• Self - motivated, hardworking Individual with leadership qualities, with a high degree of flexibility, creativity and commitment.
• Functional knowledge of the Telecom Domain.
• Hands on experience on implementing various Genesys solutions.
• Customer’s place experience for implementation and Level 3 support with Genesys Outbound solution.
• Experience on manual functionality testing.
• Focus on capability improvement to ensure quality and future delivery.
• Adaptive, rapidly acquiring new skills and a self-motivated professional.
• Excellent in technical & analytical skills as well as logical & reporting skills.
• Dedicated, hardworking individual with the intercommunication skills to work at all levels in the organization.
• Strong motivator and team builder by setting high standards with natural pro-activeness.
• Comfortable in working in a dynamic team environment as well as on individual assignments.
• Quick learner, able to work to required standards and to understand and use the appropriate methods, tools and applications.

TECHNICAL SKILLS

Operating Systems: Windows (All platforms),UNIX

Languages: C,C++, Java, J2EE, JSP, Servlet, C#

Microsoft Office: MS Excel, MS Word, PowerPoint, Visio.

Database(s): MSSQL, Oracle

Processes and Tools: Genesys Framework, Genesys WFM, Genesys Voice Platform, Genesys Infomart, Genesys outbound, SAP Business Objects, CCpulse+, IWD, Genesys IWS, GAX, Pulse.

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• Studying and understanding of Business/System/Functional/Non Functional requirements
• Due Diligence before deployment, to check the required environment ready for deployment.
• Deployment of Genesys WFM product suit in Dev and Prod environment.
• Preparing requirement documents to capture information from Team Leaders.
• Configuration of various Genesys Utilities like Configuration Utility, WFM Web for Supervisor, etc as per business requirements provided.
• Forecasting and Scheduling for various teams to showcase the customer, how to use the tool.
• Monitoring the operations for checking efficiency of Genesys WFM.
• Detailed study of the various testing related documents e.g. System and Feature Design, Detailed Design etc.
• Testing test data files against file formats, fields, naming conventions etc as part of configuration testing.
• Involved in creation of Test Cases and executing test cases with quality
• Produce test execution report & Preparation of defect report
• Validating database for correct results after making changes in DB utility tool
• Testing on production environments.
• Training, Mentoring & Guiding of newer associates.
• Preparing operational manuals for team leaders and agents.
• Performing peer reviews.

Confidential

Responsibilities:

• Studying and understanding of Business/System/Functional/Non Functional requirements.
• Preparing requirement documents to capture business requirements.
• Checking feasibility of all the metrics provided in report requirements with WFM database.
• Creating universe files by using aggregated data in local MSSQL database.
• Developing reports using Web Intelligence.
• Troubleshooting the loops, chasm traps, etc in reports.
• Importing and exporting the required reports to CMS.
• Validating the report data with that of actual database/ OOB reports in Genesys WFM.
• Troubleshooting the reports in case of any data discrepancies.

Confidential

Responsibilities:

• Studying and understanding of Business/System/Functional/Non Functional requirements.
• Preparing the requirement documents to capture business requirements.
• Analyzing the requirements to check the feasibility.
• Checking feasibility of all the metrics provided in report requirements with Infomart database.
• Getting Dev and Prod environment up and ready for report development.
• Configuration of ICON and GIM components based on requirements.
• Configuration for RAA for aggregation.
• Creating user data files and .sql script for creating custom tables to map the user data.
• Executing the scripts and testing the data collection after making test calls.
• Creating universe files by using aggregated data Infomart database.
• Developing reports using Web Intelligence.
• Troubleshooting the loops, chasm traps, etc in reports.
• Importing and exporting the required reports to CMS.
• Validating the report data with that of actual database/ Existing reporting solution.
• Troubleshooting the reports in case of any data discrepancies.

Confidential

Genesys Workforce Manager

Responsibilities:

• Deployment and configuration of all the mentioned components.
• Development of IVR application and demo it to customer (URS Centric).
• Development of Routing Strategies using IRD.
• Integration of various Genesys Solutions with framework.
• Log analysis to troubleshoot the issues.
• Development of routing strategies to showcase the customer.

Confidential

Responsibilities:

• Studying and understanding of Business/System/Functional/Non Functional requirements.
• Preparing the requirement documents to capture business requirements.
• Analyzing the requirements to check the feasibility.
• Checking feasibility of all the metrics provided in report requirements with GVP Reporting database.
• Getting Dev and Prod environment up and ready for report development.
• Creating user .sql script for creating custom tables.
• Creating universe files by using aggregated custom database.
• Developing reports using Web Intelligence.
• Troubleshooting the loops, chasm traps, etc in reports.
• Importing and exporting the required reports to CMS.
• Validating the report data with that of actual database/ Existing reporting solution.
• Troubleshooting the reports in case of any data discrepancies.

Confidential

Responsibilities:

• Studying and understanding of Business/System/Functional/Non Functional requirements.
• Preparing the requirement documents to capture business requirements.
• Analyzing the requirements to check the feasibility.
• Configuration of Genesys objects to meet the requirements before development of strategies.
• Getting Dev and Prod environment up and ready for development.
• Developments of IVR call flow using composer and Routing Strategies using IRD.
• Deployment in Pre-prod environments to progress with Unit Testing.
• Preparation of test case documents to facilitate user to progress with SIT/UAT.
• Deployment in production along with post deployment support.

Confidential

Responsibilities:

• Responsible to implement and provide 3rd Level support to Genesys Outbound solution.
• Deployed at customer’s place (Glasgow) to assist Dialer Team to run the Dialer smoothly.
• Interaction with Dialer Team to understand the pitfalls/limitations they are experiencing with solution. Passing this to product vendor to check whether any upgrade is required to achieve this.
• Managing incidents to handle the issues faced by customer and providing appropriate resolution.
• Identifying the pitfalls with the system, seeking suggestions from product vendors and implement them in pre-prod environment to test.
• Providing appropriate CM Release documents and RFCs to implement the changes in production environment.
• Attending conference calls to track the existing incidents with customer and product vendors.
• Responsible to manage incidents response time and SLAs to meet the customer satisfaction.
• Helping manager to prepare SoWs (Statement of Work) as and when required based on newly discussed business requirements.