SUMMARY

• 8+ years of experience in implementing Call Center Technologies
• Experience implementing Computer telephony Integration (CTI) systems - Genesys framework 7.* and 8.*
• Specialized in the area of Universal Routing Server (URS), T-Server and Stat Server.
• Experience with CTI reporting components like Call Center Analyzer (CCA) historical reporting, CCPulse real time reporting, Infomart and Datamart
• Extensive experience in Interaction Routing Designer (IRD), Configuration Manager (CME), WFM Configuration Utility, Solution Control Interface (SCI).
• Good Experience in Setup, installation and maintenance of CTI Platform
• Experience with integrating third party tools such as Workforce Management (WFM), Virtual Hold (VH) with Genesys.
• Worked on Windows, Linux and Solaris platforms.
• Working Experience in Nortel VOIP, Avaya and Aspect ACD environment.
• Worked on Oracle 9i/10g and SQLServer2005/2008 databases.
• Worked as a production support member in dealing with Routing and Reporting issues.
• Good team worker with excellent communication skills
• Written and presentation skills with the ability to adapt to new technologies and environments faster

TECHNICAL SKILLS

Operating Systems: UNIX, Windows XP, Linux

Databases: Oracle, MS Access, SQL Server 2005/2008

Languages: C, C++, C#, Java, EJB, JSP, SQL, Shell Script, XML

CTI, Telecom & IVR Technologis: CTI Framework, Call Concentrator, CC Pulse, CC Analyzer, Soft Phone Development, T-Server, Stat Server, URS, DB Server, T-Server, Configuration Server, Stat Server, IRD, CME, CCPulse, DMA, Siebel CTI, WFM, Call Center Process, Web GUI design, Avaya, Aspect, Natural and directed dialog development.

Networking Technologies: TCP/IP, HTTP, FTP, SMTP, SIP, SDP, VOIP, NMS Natural Access and Fusion APIs, Genesys CTI.

Voip Technologis: SIP signaling, RTP streaming, and voice compression.

Tools: & Utilities: Toad, SQL Developer, SQL 8Loader

PROFESSIONAL EXPERIENCE

Confidential, MI

Genesys Developer

Responsibilities:

• Ownership of fullGenesysdevelopment cycle in support of small enhancements and large project initiatives for diverse lines of business
• Translation of business requirements into a Technical Specification Design document
• Interaction Routing Designer(IRD)tool used to create and maintain routing strategies in-line with an enterprise code standard
• Create/Modify Strategies Testing and deploying them based on the business requirements Using IRD.
• Worked on creating List Objects in CME which are used by Strategies to make routing decisions.
• Used CCPulse+, CCAnalyzer and Infomart for real-time and historical reporting.
• Created CCA/DMA layouts that are used by business for historical reporting.
• Created CCPulse+ workspaces and Views for business to view real-time reportin
• Utilization of Configuration Management Environment(CME)transaction list objects to configure options in support of the routing strategies
• Worked on customizing softphone using JAVA to meet business requirements.
• Experience creating Avaya PBX vectors.
• Work with business analysts and Line of business (LOB) and technical organization.
• Perform full unit testing in development lab environment and support QA team in setup and configuration of lab components
• Conduct peer code reviews and formal hand-off of code to QA
• Create formal documentation (standard Production Installation Document) depicting steps involved to implement code and supporting configuration into production, description of all changes, and testing considerations
• Support of Systems Integration Testing and User Acceptance Testing
• Provide Tier 3 support of the production environment to troubleshoot and resolve routing issues

Environment: Genesys 8.5, Genesys Configuration manager, Interaction routing designer,Genesys Administrator, Solution control interface, Knowledge manager, Genesys Multimedia/E Services, Win SCP, Kazimir, Putty, UNIX.

Confidential - Warren, MI

Senior Genesys Engineer

Responsibilities:

• Gathering user requirements.
• Administer Genesys Framework, responsible for call routing changes, real time and historical reporting (CC Pulse and Call Concentrator), and configuration management through CME.
• Designing Routing strategies using Genesys Interaction Routing Designer (IRD), Involved in writing routing strategies and setting up Genesys URS. The routing is based on skill based routing defined for each of the group.
• Involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN’s Routepoints, group agents/places.
• Developed rollover routing solution from Subscriber Team, allowing the National Command center to trigger overflow call routing by setting parameters based on agent availability in Touchpoint Genesys Configuration Manager (TGCM).
• Develop high level architecture diagrams, call flow design using Visio
• Worked on CME to create list objects in Transactions folder depending on the Strategy requirements.
• Manage, update, and support Agent View Enterprise Reader Board application providing real-time statistics to the OnStar Call Centers.
• Update canvases, create virtual agent groups in CME and utilize Genesys Stat Server statistics to render Real Time Reporting through CC Pulse+.
• Involved in creating Workflows for Lost Inbound Emergency Call (LIEC), Route to Group (RTG)
• Programmed automated daily PBX reports in PERL, on a Linux server, based on data pulled from Avaya BCMS.

Environment: CTI, IVR, VXML, URS, IRD 8.1, AVAYA, Java, Oracle, XML, UML, Genesys Studio, Visio, ASR, T-Server, Siebel CTI, Virtual Hold.

Confidential - Hamilton Township, NJ

Senior Genesys Developer

Responsibilities:

• Setup, installation and maintenance of CTI.
• Created general infrastructure for Genesys framework and CTI support for call center.
• Involved in writing routing strategies and setting up Genesys URS. The routing (intelligent routing) is based on the skill based routing defined for each of the group. Also involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.
• Integrated Siebel Call center application with Genesys softphone and CTI features using Siebel Genesys GPlus adaptors.
• Measure, monitor, and manage ACD performance and take appropriate actions based on the results.
• Complete end to end reporting using Infomart. Created database queries, customized, deployed and maintained the application for the business end client reports.
• Screen pops, multimedia support for Genesys Inbound & Outbound Call center
• Worked on DMA, Skill based Routing, and reporting.
• Worked on CME to create list objects in Transactions folder depending on the Strategy requirements.
• Working experience with Virtual Hold in getting call backs and scheduling Appointments.
• Implementation of Genesys Agent Desktop Screen pops.
• Provide backup PBX and Voicemail administration.
• Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications.
• Worked as a Production support member and supported Call Centers on on-call basis.
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites.
• Developed and implemented custom CC pulse+, CC Analyzer and Call Concentrator.
• Involved in Creating, Testing and importing routing strategies using IRD (GUI) from ST Environment to Production Environment.
• Worked on skills based routing Strategies using Genesys Interaction Routing Designer (IRD).
• Perform quality testing making sure that the Call Center IVR, CTI, ACD, reporting Systems and Carrier Services are working as expected.
• Configured and implemented the outbound calling when the wait times are longer than the threshold hold times/predictive calling.
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers.

Environment: CTI, IVR, VXML, URS, IRD 7.6, Aspect, Java, J2EE, Java Script, Oracle, XML, UML, Genesys Studio, Visio, ASR, T-Server, Siebel CTI, Virtual Hold.

Confidential - Scottsdale, AZ

Genesys Developer

Responsibilities:

• Involved in administering the GENESYS CTI infrastructure
• Administrating DB Server, Universal Routing Server, T-servers, Configuration Server, Solution Control Server, StatServer.
• Worked on the Genesys framework.
• Worked on Upgrading TServer, URServer, Configuration Server.
• Involved in maintaining the outbound solutions.
• Worked on troubleshooting issues looking at IRD, URS logs, T Server logs, Stat Server logs, CCPulse, Genesys soft phone.
• Worked on Aspect ACD to handle large volumes of calls, routing them according to predetermined call routing plan, and collecting data about each call transaction.
• Providing production support for the CTI services
• Used skills based and Queue based routing.
• Worked with T-Server and URS logs in troubleshooting the Strategies.
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys routing and reporting.
• Generated CCPulse Real-time reports from Stat Server.
• Designed and documented high level functional requirements and low level design documents.
• Developed custom reports using CC pulse+, CC Analyzer and Call Concentrator.
• Involved in Planning the strategies according to the requirements (agents, geographic location, customers and time zones) for the project
• Involved in creating and testing routing strategies using IRD(GUI)
• Managing the offshore team

Environment: CTI, IVR, URS, IRD 7.5, Aspect Route Administrator 3.2.0, Java, J2EE, OCS, Java Script, Oracle, JSP, Apache/Tomcat, Servlets, Oracle, XML, UML, GSL, Genesys Studio, Genesys CTI, Visio, T-Server