SUMMARY

• Result oriented IT Engineer with total 8+ years of IT experience, major in Telephony and Contact Center solutions with development and managing projects in challenging, fast - paced environments. Demonstrated ability to acquire technical knowledge and skills rapidly. Innovative problem solver, able to see the business and technical sides of issues.
• Developing and supporting IVR Self-service, CTI and Web related Contact center.
• Total 9+ years of experience in professional application development and deployment, wide range of technical expertise with architecture and implementation of various enterprise and voice based systems.
• Specialized in the area of Avaya IVR, VoiceXML, Avaya IR, Avaya Aura Orchestration Designer, Avaya Dialog Designer, and Computer Telephony Integration (CTI).
• Experience with Avaya Voice Portal 5.x, 6.x, 7.x (AVP), Interactive Voice Response (IVR), VUI design using VoiceXML.
• Experience in developing Web applications using Java, JSP, Struts, HTML5, and jQuery.
• Experience in OOPS, Design Patterns, Agile methodology.
• Experience with Java Script, JQuery, HTML 5, CSS.
• Experience in all phases of Software Development Life Cycle (SDLC)
• Experience in Microsoft Office products (Excel, Word, PowerPoint, Visio, MS Project,
• Experience with Eclipse, Notepad++,
• Good experience in Trouble shooting the issue/problem and provide Root Cause Analysis (RCA) to the client.
• Experience in working with the WebSphere, and Tomcat application servers.
• Excellent interpersonal, verbal, written, and presentation skills.
• Good experience in working with QA team to analyze and fine tune voice systems based on collected field data.
• Provides support to closed projects as per annual maintenance contract.
• Provide weekly project updates to higher management.

TECHNICAL SKILLS

SpeechEnginesSpeech Recognition: Nuance ASR 8.5, Recognizer 9.0 Text to Speech: Nuance Vocalizer, RealSpeak 4.5.

Speech IVR Tools/Technologies: Nuance Dialog Modules, Nuance Speech Objects, VXML, CCXML,Speech Grammars(grXML).

Speech IVR Platforms: Avaya Voice Portal (AVP), Avaya Experience Portal (EP 6.x).

Development Platforms: Avaya Dialog Designer (Avaya DD), Avaya Aura Orchestration Designer (AAOD), Cisco CVP Studio, NetBeans, Eclipse.

Telephony: CTI, Genesys, Avaya Communication Manager, Avaya AES, JTAPI, TSAPI, Asterisk.

Miscellaneous: Sun Java, MS SQL Server, Oracle, MySQL, Apache Tomcat, IBM WebSphere. Web Services.

PROFESSIONAL EXPERIENCE

Software Developer

Confidential, New Jersey

Responsibilities:

• Presenting demos to the client and promoting FirstContact and CTI enabled products.
• Installing the FirstContact software at different client locations.
• Supporting clients with the issues.
• Scheduling the campaign and monitor the campaigns.
• Pulling out the reports for the clients and analyze the reports
• Sending consolidated report to clients.
• Troubleshooting the issues and providing Root Cause Analysis to the client pertaining to the issue.
• Providing training to the end user.

IVR Developer/Lead

Confidential, NYC

Responsibilities:

• Working with clients to define the scope of a project.
• Participated in meetings with clients to determine requirements.
• Clarifying a client's system specifications, understanding client work practices and the nature of their business.
• Designing, testing, installing and monitoring new systems.
• Developing application on Avaya Orchestration Designer for Client Facing and Field facing IVR.
• Deploying IVR application on Genesys, Avaya Voice Portal and IBM WebSphere.
• Creating extensions and vectors on Avaya Communication Manager.
• Helping clients with change management activities.
• Provide regular and effective progress updates to and work closely with Development Project Managers to ensure the management of any delivery risks or issues
• Worked on the Proof of Concept to integrate the existing application with third party applications.
• Support the application in QA and UAT environments.
• Preaparing documentation and presenting reports to clients.
• Organising training for users and consultants.

Confidential

IVR Developer/Lead

Responsibilities:

• Managing the delivery of multiple complex simultaneous system development projects from design through to release.
• Understanding and contributing to the technical solution from design through to code level.
• Worked closely with development Project Managers to produce accurate delivery estimates and manage the transition from analysis through to design and delivery.
• Provide regular and effective progress updates to and work closely with Development Project Managers to ensure the management of any delivery risks or issues
• Monitoring calls on Avaya Voice Portal and Avaya Communication Manager.
• Monitoring and troubleshooting VPMS and MPP in Avaya Voice Portal.
• Developing application on Avaya Orchestration Designer.
• Deploying IVR application on Avaya Voice Portal and IBM WebSphere.
• Having the responsibility for ensuring that risks and issues are identified and managed closely and drive all stakeholders to deliver on time and to the required quality standards.
• Worked closely with relevant teams internally to ensure alignment and coordination across operations as part of the seamless implementation of existing and new systems.
• Contributing to post implementation reviews helping to demonstrate success or otherwise of projects.
• Responsible for development and management of allocated departmental processes.
• Responsibility for making key decisions to ensure the successful implementation of all initiatives.

Confidential

IVR Developer/Lead

Responsibilities:

• Collaborate with other developers, business analysts and software architects to plan, design, develop, test, and maintain IVR applications.
• Assist in the collection and documentation of client requirements, estimates and work plans.
• Prepare reports, manuals and other documentation on the status.
• Participate in peer-reviews of solution designs and related code.
• Package and support deployment of releases.
• Installation of Avaya Voice Portal in client environment.
• Implemented State-Machine scenario using CTI Routing, Genesys, Avaya Dialog Designer 5.x.
• Developed an application which pulls out the logs from Avaya Voice Portal on demand.
• Developed language packs for regional languages using Avaya Dialog Designer and Avaya Voice Portal.
• Work with teammates in the migration of legacy applications to current IVR System.
• Develop, refine, and tune integrations between applications.
• Analyze and resolve technical and application problems.
• Adhere to high-quality development principles while delivering solutions on-time and budget.

Confidential

IVR Lead

Responsibilities:

• Analyze business requirements to identify risks and design appropriate solutions.
• Design, develop, and implement processes, systems, and technology for Contact Center Applications.
• Coordinate the resolution of production issues, Call Recording, analyze a problem and escalate the issue to an appropriate team.
• Leading the full life cycle of projects including design/requirements, installation and configuration, testing, documentation, and providing cutover and support.
• Developing application Aspect M3 designer.
• Created language packs for regional language in Aspect M3 designer.

Confidential

IVR Lead

Responsibilities:

• Developed IVR System using Avaya Dialog Designer 5.5.
• Developed prepaid, postpaid call flows with variety of menu options such as billing, promotional offers, prepaid mobile recharge, Value Added Services, change of address, etc.
• Conducts global and local project coding and implementation.
• Created stored procedures in database to implement database connectivity in IVR application.
• Monitors production system and when necessary, fix system errors caused by software problems.
• Acts as liaison with Business Services teams and development teams on any outstanding technical, software, and production issues.

Confidential

IVR Lead

Responsibilities:

• Analyze business requirements to identify risks and design appropriate solutions.
• Design, develop, and implement processes, systems, and technology for Contact Center Applications.
• Coordinate the resolution of production issues, analyze a problem and escalate the issue to an appropriate team.
• Leading the full life cycle of projects including design/requirements, CTI Routing, installation and configuration, testing, documentation, and providing cutover and support.
• Installation of Avaya Voice Portal in client environment.
• Implemented State-Machine scenario using Avaya Dialog Designer 5.x.
• Developed an application which pulls out the logs from Avaya Voice Portal on demand.
• Developed application for generating TPIN for the customer.
• Integrated IVR application with Telephone PIN (TPIN) Server.
• Developed application for Call Back using Avaya Dialog Designer and Avaya Communication Manager.
• Implemented and Integrated Call Back Manager (CBM) with IVR.

Confidential

IVR Developer

Responsibilities:

• Developed IVR Application using Avaya Dialog Designer.
• Conducts global and local project coding and implementation.
• Develops speech grammars to support speech recognition applications.
• Created stored procedures in database to implement database connectivity in IVR application.
• Monitors production system and when necessary, fix system errors caused by software problems.
• Acts as liaison with Business Services teams and development teams on any outstanding technical, software, and production issues.

Confidential

Software Developer

Responsibilities:

• Involved in initial stages of the discussion with the customer for the solution.
• Developed Screens using JSP for Screen pop application.
• Developed the CTINextScreenPOP interface using JTAPI API with Call Control Functionalitiessuch as Conference and Transfer.
• Travelling to client site.
• Involved in UAT and bug-fixing.

Confidential

Software Developer

Responsibilities:

• Involved in developing the IVR flow.
• Analyzing specifications and understanding requirements.
• Developed a component to communicate with Sql server 2005 database.
• Deploying the IVR flow in AVP.
• Coordinating with Onsite resources.

Confidential, CA

Software Developer

Responsibilities:

• Analyzing specifications and understanding requirements
• Developing VUI (Voice User Interface) by VXML 2.0
• Developing Client code for Web Services, File I/O operations and communicating with Sql server 2005.
• Creating database, tables and stored procedures in Sql server 2005
• Writting grxml grammars to recognize speech and dtmf inputs
• Deploying application in Qwest Hosting Environment
• Unit testing

Confidential

Software Developer

Responsibilities:

• Involved in developing Interfaces and also major involvement in desiging and developing
• Implemented the coding.
• Converted the designed HTML to JSP as per the requirements.

Confidential

Software Developer

Responsibilities:

• Involved in developing the GUI for GEC Server.
• Played an active role in TnT and Unit Testing.
• Involved in internal reviews and worked in GEX Module.
• Integration with other modules in TNT (MI and CNC).