SUMMARY:

• Evaluate, Review and provide input into Requirements, Specifications, Design & test case documents and other artefacts.
• Expert with designing, managing, troubleshooting and building Business Process with Confidential e - services
• Complete understanding of Confidential Framework / Architecture.
• End-End troubleshooting for eServices / Confidential process.
• Good knowledge on testing IVR, Email & Chat Applications, Confidential Agent Desktop
• Expert with Confidential Framework layers (Local Control Agent (LCA), DB Servers, Database Access Points (DAP), Config Server, Configuration Manager, Message Server, Solution Control Agent (SCS), Solution Control Interface (SCI), SNMP, Config Server Proxy, license manager).
• Experienced in Script Tools ( Confidential GVP, Envox, Power Connect and LB Tool) to develop the ASR Applications with Nuance, OSR, and Speech Pearl along with call flow designing.
• Willingness to learn new technologies and possess a good team spirit.
• Worked on extensive real time reports for IVR Calls.
• Analyse Test results to determine overall quality of Software under test.
• Preparation of Metrics for throughout the project and improve the quality of the product and improve the efficiency of the resources.
• Excellent communication, interpersonal skills, good listening skills, hard and smart worker with an ability to work in groups as well as individually.
• Experienced in Implementation on CTI configurations like Dialogic, Donjon & SS7.
• Grammar creation and development of speech based IVR Self Service Solutions.
• Exposure to write queries in SQL SERVER 2008 database.
• Expertise on Project management and requirement analysis.

PROFESSIONAL EXPERIENCE

Confidential

Project Lead

Responsibilities:

• Installs, configures and maintains the Confidential CTI solutions to meet the functional objectives of the business.
• Routing design development, Configuration setup for different bank accounts.
• Working on L1 and L2 incidents and resolved the tickets on specified SLA(Daily Support Activities).
• Participation in on-call rotation 24 X 7 support
• Involvement in Business requirements & technical discussions for finalizing the requirements.
• Preparation of metrics for throughout the project and improve the quality of the product and improve the efficiency of the resources.
• Evaluate, Review and provide input into Requirements, Specifications, Design documents and other artifacts.
• Researches, evaluates, and implements new advanced Confidential CTI solutions.
• Monitor/Setup LAB & Production environment.

Confidential

Project Lead

Responsibilities:

• Understanding & identifying the requirements, Infrastructure design, Applications involved etc..,
• Involving in end to end co-ordination with Multiple teams for this Project to make sure there is no business impact because of these migrations.
• Scope the major milestones, timelines and overall business objectives of the project that must be achieved
• Created System flow diagrams after understanding the sequence of events and Integration points
• Assisting APS team for the Confidential Component Installations ( Production ), Configurations, Pre-Prod validation along with the Dev, IT / UAT Support.
• Collaborate with cross-functional teams to determine broader requirements across program and larger organization, identify dependencies and interdependencies.
• Involved in JRD (Joint Requirement Discussion) meetings with Business partners, IT Architect and other application managers and leads for gathering application changes and analyzed the changes for the application.
• Worked on documenting the changes in Detailed Design Document.
• Keeping all stakeholders informed of Progress and issues.
• Assure that all team members understand their roles and responsibilities.
• Involved in Project planning, monitoring, Production deployments, Application & Release management
• Involved in documentation, functional specification, end to end integration, testing, integration testing, User acceptance testing.
• Handled the complete Environment setup with end to end integration.
• Proactively monitor progress throughout all stages from scope, analysis through to testing and sign-off, implementation and post-live support.
• Prepare, issue and manage deployment plans and communication cascades in support of live implementation.
• Release planning for all change requests / enhancements to be moved into production environment
• Ensure release communications are made available to internal parties and external business process managers according to the published milestones.

Confidential

Tech Lead

Responsibilities:

• Involved in Requirement Analysis, High level design, Detailed Design, Design review, Problem analysis, Release Management, Warranty support, Troubleshooting which involves Email and Chat media
• Collect and analyze the project's business requirements and transfer the same knowledge to the development team.
• Review and/or prepare system documentation and specifications in accordance with methodology.
• Manage requirements traceability information and track requirements status throughout the project
• Involved in designing of Confidential Inbound Solution as per the Business Requirement.
• Provide Support activities to resolve complex Confidential application problems, perform system fixes and Confidential environment changes.
• Participate in the Change Management process to facilitate design changes to the developed solution.