Associate Consultant Resume

SUMMARY

3.7 years of professional experience in Contact Center Technology - Confidential, serving telecom based projects.
Good understanding on Contact Center solution and architecture, Interaction routing (Voice and multimedia).
Hands on experience in deployment, configuration and integrating Confidential 8.* version components - Confidential Framework, and Multimedia (Chat).
Expertise in setting up Multimedia chat and E-mail environment, deployment, end-to-end testing, and troubleshooting issues by analyzing Confidential interaction server, ChatServer and Multimedia URS logs.
Knowledge on Confidential Inbound Call flow integrated with various other products such as Avaya and Verizon.
Good at understanding IRD strategies, business processes and possess fair hands-on knowledge in creating IRD strategy and ORS workflow on Composer.
Knowledge on both TDM and SIP based Contact Center Architectures.
Experience on realtime and historic reporting (ICON).
Fair Knowledge in Databases - MYSQL, Oracle SQL.
Fair knowledge in Java programming.

TECHNICAL SKILLS

Configuration manager environment, SCI, IRD, administrator, CC Pulse and Composer.: Confidential framework, E-services, ICON and Multimedia version 8.X.
Oracle 11g and SQL Server 2005.
Unix, Windows, MAC OS X.
SIP messages and T-lib Events.

PROFESSIONAL EXPERIENCE

Associate Consultant

Confidential

Responsibilities:

Implementing new solutions in Dev environment based on the requirements from clients.
Environment monitoring using SCI and maintenance activities for Dev components.
Installation and deployment of Confidential chat from the scratch, bringing up the applications and setup a working environment for web chat, GMS chat.
Installing and upgrading the applications to the latest available versions and validations.
Consulting the business leaders for requirement gathering, proposing possible solutions and discussing the progression of projects/POCs.
Analyzing logs for URS, Interaction server, Chat server, Email server to troubleshoot issues, and resolve issues to maintain SLA.
Providing support for production Go-live and fixing issues during warranty period.
Deploying historical reporting solution - ICON, and integrating with Config, Voice and multimedia environment.
Managing non prod and prod maintenance activity of ICON solution, that involves upgrading ICON, Password change for Database, automation of purging data from DB.

Programmer Analyst

Confidential

Responsibilities:

Requirement analysis and High / low level design documentation.
End-to-end voice call flow development using Verizon TFNM, Avaya PBX and Confidential components for a multisite environment.
Analysing Confidential IRD strategies. Configuring list objects, Agent ID, Skill, Person profile, DN, VQs in CME and monitoring them from CC Pulse for reporting purposes.
Testing the call flow using Confidential test phone and create unit test case document.
Monitoring Confidential applications that are in the enterprise using the SCI.
Creating VDNs, Agent logins and vectoring in Avaya switch.
Troubleshooting issues by analyzing T-server logs, and fixing them.