SUMMARY

• Overall 8 Years of strong experience in Analysis, Design, Development & Implementation of various business applications using CTI Technologies and tools predominantly Genesys, SCXML, VXML, eGain email, Avaya Interaction Center, Core Java and Java Script.
• Good hands on experience with the implementation of Genesys solution. (Voice and Routing components)
• Genesys Certified Voice IVR Developer.
• Proficient in using Technologies Genesys Call Routing,Genesys IVR, Core Java, VXML, SCXML, Java Script, XML, JSON, J2EE Technologies and SQL Concepts.
• Proficient in email management tools eGain, Avaya Interaction Center.
• Extensively experienced with Integrated Development Environments (IDE’s) and tools like Eclipse, Composer .
• Strong experience to work with any GenesysTools like Composer (Voice and Routing), Genesys Administrator, Genesys Administrator Extension, GRAT, GRDT, PULSE, CME, SCS, VXML and CCXML .
• Strong with Genesys Orchestration (ORS ) and URS Concepts.
• Strong experience to work with IVR testing tools like CYARA and Empirix Hammer.
• Has good working knowledge on CC Pulse, Pulse, Infomart and Splunk.
• Strong in SCXML,VXML and Genesys Voice and Routing Architecture.
• Has experience in installing SIP, ORS, GVP and Reporting applications like Pulse, Informart.
• Have knowledge on Splunk Dashboards and Java Script.
• Have working knowledge using JSP, Integrating IVR with SOAP/REST APIs, Integrating Nuance with Genesys.
• Good domain knowledge in Banking and Health Care Domain.
• Have knowledge on DevOps process like Jenkins for CI/CD, Github for Development.
• ITIL and Lean Six Sigma Green Belt Certified.
• Managed the Knowledge Repository for the team, Created/updated more than 100 Knowledge Articles in Service Now.
• Engaged in Automation discussion calls, identified the potential applications and shared my expertise with automation team to help them automate the entitlement workflow.
• Experienced with different version management software such as TFS, SVN, BitBucket and GIT Hub.
• Worked on different OS like, linux AIX, Windows XP, Windows 2000.
• Good experience in process like Water fall and Agile(Scrum, Kanban).
• Quick learner with an ability to rapidly achieve organizational integration, assimilate job requirements and implement new ideas, concepts, methods and technologies

TECHNICAL SKILLS

Software - Programming Languages: SCXML, VXML, GRXML, JavaScript, Core Java, J2EE, Struts and Hibernate, familiar with REST API, Node JS

CTI Apps: Genesys Composer (Voice and Routing), GVP, GRAT, GRDT, CC Pulse, Pulse, Genesys Reporting Server, Infomart, GIM, Avaya Interaction Center, Verint Impact 360

Log Visualizing Tools: SipSpan, Kazimir, Sip Log Visualizer .

Data Formats: JSON, XML

Representation Tools: Microsoft Visio

Email Tools: eGain, Avaya Interaction Center

Code Repository Tools: GIT, TFS, SVN, Bit Bucket

Continuous Integration Tools: Jenkins

Build Tools: Maven, ANT

IVR Testing Tools: Cyara, Hammer

Web Server: Apache Tomcat

Operating Systems: Windows OS (10/08/07/XP)

Knowledge of: Multithreading

Agile Tools: Rally, Jira

Other Tools: ServiceNow, HPSM Ticket Manager, SQL Server Management Studio, Oracle SQL Developer, Winscp, Reflection FTP Cleint, Super Putty

Methodology: Agile(Scrum and Kanban), Waterfall

PROFESSIONAL EXPERIENCE

Confidential, Wilmington, Delaware

Team Lead

Responsibilities:

• Working with business and technical organization by planning, conducting and developing the complex business requirements and enhancements to design of IVR callflows and Routing Workflows.
• Used composer to develop dynamic Workflows and Callfows.
• Worked on Genesys Rules Template and there by developing facts, Input conditions, Actions and parameters.
• Designed and developed Skill based, Priority based and percentage based routing for the organization .
• Documented and developed Standard Operation Procedures and designed a framework for Genesys applications.
• Worked with Development, Infrastructure and Operations team on designing and identifying tbe best possible approach for system improvement and stabilized environment.
• Managing and co ordinating work with offshore developers and there by doing regular code reviews and ensuring to meet accuarate business needs.
• Worked as a Subject Matter Expert for solution architecture and implementation of complex Routing and IVR solution.
• Documented /Articulated complex concepts for business and management level, and to coordinate activities with project management.

Environment: Windows and Unix.

Confidential, Wilmington, Delaware

Sr.Genesys Developer and Infra Engineer

Responsibilities:

• Involved in planning, designing and development of routing workflow, callflows using Composer
• Provided active support for ORS Development using Composer .
• Developed complex IVR Callflows for multiple business units . (Which includes working with business team to capture requirements, desigining VISIO diagrams, identifying the feasible and re usable solution and there by developing call flow over the composer)
• Installed Pulse application which will be accessed by 800 Supervisors viewing a data of 50,000+ Agents .
• Involved in installing SIP server,ORS Cluster and Pulse Application for the entire Confidential environment.
• Developing Outbound Workflows and installation of OCS components.
• Involved in Performance testing and identifying the latency issues by debugging through SIP logs, URS, ORS and MCP Logs.
• Integrated Genesys with In house Agent application Ribbon .
• Participated on Genesys customer care conf calls on weekly basis for the outstanding issues discussions.
• Attend Weekly review meeting for the incidents raised on daily basis.
• Participated on P1/P2 incident calls/Review RCA and arrange conf calls when required.
• Involved in proactive monitoring, troubleshooting of Genesys applications with testing of each modules.
• Configured different alerts over Solution Control Interface.
• Developed a platform SDK code which will update the options under Configuration server for all the applications.
• Used different Routing Blocks like Parallel, Raise Event, Sub Routine, Play Aplication, Play sound, User Data etc.
• Used all the IVR Callflow blocks Prompt, branch, assign, Business Rules, VXML block, Web Services and Web Request block .
• Developed Rules Templates, packages to make our callflows and workflows dynamic.
• Developed Templates, Widgets, created stats under the Pulse application.
• Routing application development and configurations.
• Configured Transactions, Parameters, Paramter Groups, Parameter Group Templates over the GAX.
• Create the route points, VrtualQueues and configured appropriate routing applications .
• Installed CC Pulse application across the enterprise . (Includes Stat servers, Pulse collector applications as well)
• Analyzed all the component level logs for development perspective like T-server, SIP Server, ORS (SCXML), URS and Stat Server.
• Worked with business team and Groomed User Stories with all technical details.
• Used GitHub, Jenkins for CI/CD.
• Hosting the applications in Tomcat.
• Used composer version 8.1.450, very good exposure to ORS based routing using Composer.
• Good exposure to Investment Banking Domain.
• Used debugging tools Kazimir, Sipspan,Sip Log Visualizer tools .

Environment: Windows and Unix.

Confidential, Wilmington Delaware

Sr.Genesys Developer

Responsibilities:

• Understanding the requirements and business processes involved.
• Involved in design discussions and freezing the modules and tech stacks being used.
• Worked on developing Rules Template, Rules packages, Call flows and workflows and global variables.
• Worked on VXML and SCXML.
• Developed Routing Workflows over composer . (ORS based Routing )
• Implemented Genesys PSDK to connect to the GAX and access List Objects from IVR Callflow.
• Used Different Callflows blocks like ECMA, Webservices, Webrequest, Assign, Release ASR Engine, Interaction Data, Menu, Sub Dialog, Business Rule, OPM Parameter, VXML, Custom Rule, Prompt and Input etc.
• Used different Routing Blocks like Parallel, Raise Event, Sub Routine, Play Aplication, Play sound etc.
• Used server side blocks like Backend block, Web Request, Web Services, External Services, DB Data, Business Rule, OPM Blocks to design Routing Workflows.
• Configured Alarms,RoutePoints,IVR Profiles,Transacations under Genesys Administrator.
• Configured Transactions, Parameters, Paramter Groups, Parameter Group Templates over the GAX.
• Generated Log files from the callflows and used Splunk to create the Dashboards.
• Developed Dynamic IVR Callflows.
• Has written many grxml files . (Includes handling custom alphanumeric, digits etc)
• Used Cyara for testcase creation and Running campaigns.
• Developed custom java script functions and utilized those for getting the IVR code reusability.
• Handled muti language under IVR callflows . (Spanish and English)
• Worked on Creating reports over Infomart and CC Pulse.
• Worked with business team and Groomed User Stories with all technical details.
• Involved in writing Java script code.
• Coordinated with middleware team and assisted in designing Middleware services.
• Used GitHub, Jenkins for CI/CD.
• Hosting the applications in Tomcat.
• Used composer version 8.1, very good exposure to Dynamic Call flows using Rules package
• Good exposure over Cyara testing tool.
• Used continuous integration tools GIT, Jenkins.
• Working experience over Splunk.

Environment: Windows and Unix.

Confidential

Sr CTI Developer

Responsibilities:

• Assisted in designing and preparation of call flows with usability services.
• Developing Composer Workflows over Orchestration Server.
• Conducted complete analysis of system and business requirements for all IVR applications.
• Configured multiple IVR Profiles under Genesys Administrator.
• Configured multiple Parameters and Parameter templates over GAX.
• Configured Route points under Switches.
• Integrated Nuance for Speech recognition and used few NDM blocks for user menu inputs.
• Deployed media files and modified file access permissions over the Linux servers.
• Debugging SIP, Resource Manager, LCA, MCP and composer log files.
• Used SOAP UI for placing web service calls.
• Maintained comprehensive technical documentation such as programming specifications, functional and technical designs.
• Coordinated with user focus groups for tuning, testing, refactoring and optimization of call flows.
• Resolved technical issues by debugging and support coding and testing functions.
• Responded to application issues by troubleshooting, analysis and assessment of root cause.
• Suggested effective processes for improvement of operations and functionality of voice user interface applications.
• Involved Design discussions with Architects to provide the inputs and suggestions.
• Created users and handling multiple users over Verint Impact 360.
• Provided technical assistance for designing and maintenance of enterprise based IVR systems.
• Used Jenkins for Continuous Integration/Continuous Delivery
• Used maven build automation system for declaring project dependencies
• Mentoring new team members and ensure easy on-boarding.
• A very good exposure to Genesys Framework
• Good exposure over RAS Business unit Confidential
• Used Build tools Maven
• Code repository GIT

Environment: Windows and Unix.

Confidential

GVP Developer

Responsibilities:

• Conducted complete review of designs and specifications for all assigned IVR applications.
• Suggested effective procedures for platform construction and purchase of products as per business requirements.
• Assisted in development and testing of complex application logic for enterprise systems.
• Supported technical teams in development and modification of application code to ensure effect on processes.
• Provided technical assistance for designing, coding and testing quality analysis for application components.
• Resolved issues relating to critical production by mitigation and problem resolution techniques.
• Coordinated with project teams by providing technical inputs for design specifications of speech applications.
• Implemented development procedures for IVR and speech applications through Java and Web Services.
• A very good exposure to Contact Center applications Architecture
• Best team Award for the Successful implementation of IVR Genesys

Environment: Windows and Unix.

Confidential

CTI Developer

Responsibilities:

• Worked on setting up VPN, Proxy and other network related setups
• Developed email workflows for the new Business teams
• Developed Web services as per business requirement.
• Coherently worked with client and business teams to gather all the requirements.
• A very nice exposure to the Cloud framework.
• Good exposure to the Contact center application eGain email.
• Customer and client appreciations for successful implementations.

Environment: Windows

Confidential

Java Developer

Responsibilities:

• Analyze requirements and Provide estimates for Project
• Implementation of requirements
• Worked on handling Stored Procs, JSP and Servlets.
• Coding (Core Java and Stored Procedures)
• Validation and Verification Process
• Held major role in reverse engineering and Java requirements
• Interacting with Client, Offshore development team for project execution
• Customer appreciations for successful implementations.
• On time code delivery with committed velocity.
• Won on the spot award for delivering the code with faster velocity.

Environment: Windows

Confidential

Java Developer

Responsibilities:

• Identification of scope, design, develop, implement process improvement
• Developing automated tool using Java and VB Script.
• Coherently worked with client, Business and projected this automation developed using lean Tools.
• Identified, developed and delivered this project individually.
• This automation helped in hard savings to the client.(This replaced a dedicated resource who manually monitored batch stream).
• Customer and client appreciations for successful implementations.
• This was implemented over the entire Portfolio.

Environment: Windows and Unix.

Confidential

Production Support Executive

Responsibilities:

• Coding (Enhancement and Development for existing application)
• Preparation of use case document for unit and integration testing
• Validation and Verification Process
• Monitoring project progress and quality activities such as design and code review
• Testing, defect logging, Issues resolution
• Implementation of requirements
• Interacting with Client, Offshore development team for project execution
• Engaged in Automation discussion calls, identified the potential applications and shared my expertise with automation team to help them automate the entitlement workflow.
• Identified the problems in Tools and Process, and got them fixed which improved SLA’s by 10%.
• Got many Business and client appreciations.
• Support and enhancements for Java applications.
• Supported email management applications - eGain, Avaya Interaction Center and IVR Periphonics.