SUMMARY

• 8+ years of total experience in professional software design, development and deployment, wide range of technical expertise with architecture and implementation of various enterprise and voice based systems.
• Specialized in the area of Computer Telephony Integration(CTI), Universal Routing Server(URS), IRD(GUI), T - Server, Stat Server, Brio reporting, Genesys Framework 8.x, Genesys Voice Portal 8(GVP), Interactive Voice Response (IVR), Genesys composer 8, VUI design using VoiceXML, GPlus adapters. Networking, databases, communication protocols, system management, distributed systems, graphical user-interfaces, middleware, XML based scripting languages.
• Experience with integrating third party tools such as Workforce Management (WFM), Virtual Hold (VH) with Genesys.
• Proficiency in analysis of speech systems requirements to transform them to a Voice user interface (VUI) design.
• Designed systems using different modes like mixed initiative mode and directed dialog mode.
• Good Experience in Nortel VOIP, Avaya and Aspect ACD environment
• Knowledgeable in implementation of AVAYA IVR, Avaya Designer and Avaya IR.
• Good Experience in Nortel VOIP, Avaya and Aspect ACD environment.
• Worked on complete Life Cycle Development process, which includes analyzing business needs, documenting business information requirements, technical designs, development, integrating, Implementation and Production Support.
• Excellent organizational, interpersonal, verbal, written, and presentation skills.

TECHNICAL SKILLS

VoIP technologies: Expertise in building provisioning server for Polycom VoIP phones, web phone, TCP/IP, HTTP, FTP, SMTP, SIP, SDP. Avaya CMS

Telecom Technologies: CTI, IVR, MIS, VoiceXML, ASR, URS, IRD, T-Server, SIP server, Stream Manager, Universal Contact server (UCS),Interaction Server, Start ServerProgramming Languages: C, C++, C#, Java, EJB, JSP, SQL, Shell Script, XML

Operating System: WINDOWS, LINUX, UNIX

Networking Technologies: SIP signaling, RTP streaming, and voice compression

Application Packages: CTI, Framework, Call Concentrator, CC Pulse, CC Analyzer, Soft Phone Development, T-Server, GVP, Stat Server, Nuance

Web Technologies: JavaScript, XML, ASP.NET, CSS, HTML

Tools: SAP Net weaver Developer Studio, Visual Studio, SQL Server Management Studio (SSMS)

PROFESSIONAL EXPERIENCE

Confidential, Charlotte-NC

Genesys Engineer

Responsibilities:

• Loaded strategies on the route points
• Involved in design reviews for new business requirements
• Involved in requirement collection and making functional and technical specifications
• Responsible for maintenance of Inbound and Outbound Environments
• Configured the VDNs and did program the vectors in the Switch.
• Worked on IWD distributing the e-mails from the customers to the agents.
• Involved in designing applications for custom reporting for Avaya CMS.
• Involved in design and development of thin client version of soft phone
• Involved in the development of DOM parsing, SQL procedures, Java Script.
• Audio recording sessions and tuning recommendations accordingly after deployment
• Involved in development of IVR in VXML, CCXML Java and JSP.
• Worked with Nuance Automatic Speech Recognition
• Involved in integration of IVR with Genesys CTI
• Created and strategies in IRD and compiled and tested.
• Involved in building custom reports using CCpulse, Infomart, CC Analyzer
• Used Genesys Email.
• Implemented Genesys reporting functionality.
• Create database queries and configure End to End Real time and historical Reporting using CCPulse+ and CC Analyzer
• Historical Reporting using CC Analyzer - Configuration Setup using ETL runtime, Data Sources and Database
• Responsible for design and implementation of cross switch outbound Dialing project.
• Involved in designing the Call-flow, grammar spec’s, and dialog development.
• Java scripts functions, reporting requirements
• Utilized JDBC for Oracle database interaction.
• Responsible for audio recording sessions and tuning recommendations accordingly after deployment.

Confidential, Durham, NC

Genesys CTI/IVR Developer

Responsibilities:

• Built provisioning server for Polycom VoIP phones.
• Provisioned about 120 phones for various branches.
• Responsible for deployment and any production issues.
• Developed an automated tool for provisioning the phones.
• Found a solution for the headset compatibility issue for new VoIP phones.
• Designed and documented existing and proposed Genesys infrastructure.
• Worked with call routing team in building, testing and implementing the routing strategies using IRD 8.1.
• Involved in planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and Time zones) for the project.
• Used Genesys Composer 8.1
• Utilized re-usable objects in IRD such as Routing Rules, Business rules, Attributes, Interaction Data etc.
• Used Genesys CME in configuring the resources and environments.
• Developed high level architecture diagrams, call flow design.
• Involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places

Confidential, Charlotte, NC

Sr. Genesys Routing Engineer

Responsibilities:

• Responsible for delivering quality solutions through designing, coding, analyzing, configuring, unit testing, and maintaining the applications.
• Leading the CTI, MIS, Support team monitoring incidents and walk up requests and fixing the defects in the production.
• Used IRD 8.1 to build the routing strategies, business processes, testing and deploying them.
• Used CCPulse 8.0 to create and modify the templates and views as per the business requirements to monitor the call centers.
• Used CME to configure the agents, their skills, modifying the application templates, their parameters according to the requirement.
• Working on Knowledge manager to write the screening rules for routing strategies.
• Working on Genesyse Services enhancing the multimedia routing.
• Responsible for exporting the IVR reports to the business.
• Responsible for completing various integrations with call center components like ACD (Aspect, Nortel, Avaya, etc.).
• Working with Siebel CRM team to enhance the best customer experience.
• Responsible for updating the closed hours for the call centers.
• Working with business team gathering the requirements, designing, developing the applications.
• Working with break-fix team for fixing the defects in the production.

Confidential, Denver, CO

Genesys Developer

Responsibilities:

• Involved in gathering user requirements and preparing specifications based on the requirement engineering.
• Understanding the current telecom infrastructure and systems and Designing Genesys Architecture.
• Develop high level architecture diagrams, call flow design
• Analyze and document business rules for call routing and develop logical diagrams of the existing CTI routing script
• Used Genesys CME in configuring the resources and environments.
• Involve in design reviews for call-flow, class-flow diagrams using UML.
• Involved in setup of IP Based IVR.
• Integrated Siebel Call center application with Genesys soft phone and CTI features using Siebel GenesysGPlus adaptors.
• Loaded scripts onto the Outbound contact server (OCS) in a case where the customers are due on credit cards for more than 15 days.
• Worked with Nuance TTS and ASR
• Involved in designing of framework for IVR.
• Used skills based and Service Level routing
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting.
• Designing Routing strategies using Genesys Interaction Routing Designer (IRD). Involved in writing routing strategies and setting up Genesys URS. The routing is based on the 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, Route points, group agents/places
• Provided real time reporting using CCPulse. Created custom reports for business clients that provided data on agent, queue on both predefined and custom metrics.
• Designed and Developed nuance ASR and speechify TTS applications
• Developed Greeting applications in the Genesys studio
• Audio recording sessions and tuning recommendations accordingly after deployment
• Personalization, dynamic ambush prompts.
• Java scripts functions, reporting requirements.
• Back-end database query using SQL.

Confidential, NJ

Genesys Developer

Responsibilities:

• Collect business requirements, JAD sessions, and writing technical design document
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers
• Used Genesys CME in configuring the resources and environments.
• Setup, installation and maintenance of CTI Environment for voice and email routing
• 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.
• Created routing strategies, work flows, business process, and KV pairs for routing.
• Integrated Siebel Call center application with Genesys soft phone and CTI features using Siebel GenesysGPlus adaptors.
• Measure, monitor, and manage ACD performance and take appropriate actions based on the results.
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting
• Worked on Info Mart and Implementation of Genesys Agent Desktop (GAD) Screen pops.
• Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications
• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skill sets, Agent IDs)
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• 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 planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and Time zones) for the project.
• Maintained and extended VXML for a voice application
• Responsible for the developing the Speech/DTMF grammars, developed GRXML grammars for various dialog modules
• Created Custom VAR(Voice Application Reporting) reports
• Responsible for Post production activities like logging activities and monitoring the code using log element of VXML
• Involved in Creating and Testing routing strategies using IRD(GUI)
• Completed skills based routing applications using Genesys Interaction Router

Confidential, Columbus, GA

Genesys Administrator

Responsibilities:

• Involved in design reviews for call-flows.
• Responsible for understanding the requirements and initial project scoping.
• Translated the business requirements into implementation requirements.
• Developed strategies, defined the architecture and participated in solution definitions.
• Involved in Upgrade Genesys 7.1 to 7.2
• Planning and designing routing strategies, Implemented Call flows using IRD 7.2.
• Worked on the Genesys framework.
• Involved in creating the Technical System Design documents for the project.
• Developed high level architecture diagrams and call flow designs.
• Worked with SCI in starting and stopping the servers and checking the Alarms.
• Used skills based and Service Level routing.
• Worked with T-Server and URS logs in troubleshooting the Strategies.
• Generated CCPulse Real-time reports from Stat Server.
• History Reports are generated using Call Concentrator.

Confidential

IVR Genesys Developer

Responsibilities:

• Involved in design reviews for call-flows.
• Responsible for understanding the requirements.
• Translated the business requirements into implementation requirements.
• Was involved in both Inbound and Outbound dialing.
• Worked with Call Progress Detection server, Dialogic Cards and Outbound Contact Manager.
• Developed strategies and participated in solution definitions.
• Involved in creating the Technical System Design documents for the project.
• Developed high level architecture diagrams and call flow designs.
• Implemented Call flow using IRD.
• Implemented CME driven, Database driven routing strategies.
• Worked with SCI in starting and stopping the servers and implemented the Alarm conditions.
• Used Skill Based Routing and Service Levelrouting.
• Worked with T-Server and URS logs in troubleshooting the Agent Problems.
• Generated CCPulse Real-time reports from Stat Server.
• Worked with Data Sourcer, CCAnalyser, Brio for reporting
• History Reports are generated using Call Concentrator.
• Integrated the Genesys Outbound and Inbound using GPlus adapter with Siebel.
• Worked with GPlus Campaign Synchronization.
• Supported the Call Center Message Boards using Center Stats Data Collector Service and Genesys Interface Server.
• Supported the Blue Pumpkin Integration with Genesys