SUMMARY

• A highly skilled engineer with 16+ years of experience in IT & Call Center industry. Broad knowledge that encompasses analysis, design and development of software applications, CRM/Telephony/Speech IVR Solution implementations, vendor and contract management. Strong technical background and leadership qualities with strategic thinking in call center, vendor management and IVR technology, from design to delivery with a focus on customer & business needs.
• Call Center toolsAvaya Suite of products (CM, CMS, Mosaix dialer, vectoring, Avaya IR & voice portal, IP telephony, CTI/softphone), Genesys Framework solutions, Verint & NICE recording platforms, Nuance Speech recognizer, IEX, Inova real time monitoring, Aspect Suite of Products (ECS, CS, Aspect ACD, CSS, Remote Winset Server, Web interaction, eWFM, DataMart), Siebel, Cisco CRM Products (ICM, IPCC, CCS, CEM), ATT route - it, Right fax server.

TECHNICAL SKILLS

Operating Systems: OS/400,UNIXWARE 7.1.1, Windows, Linux, Solaris

GUIVisual: Basic, .NET, Visual Java1.1, Visual Cafe Pro 2.0

INTERNET: Java, JDBC, Servlets, RMI, IIS, Jrun, CORBA, websphere and web services

RDBMS: DB2/400,ORACLE, Sql Server, Interbase 5.1

PROFESSIONAL EXPERIENCE

Confidential

IVR lead & Call center Solutions Architect

Responsibilities:

• Core architecture and implementation team leadresponsible fordeploying and maintaining secure, reliable, resilient and flexible solutions to various business units within the enterprise.
• Responsible for majortelecom redesign to integrate technology from4 major acquisitions in a seamless fashion resulting in approx. $3.2 millionannually and projected $50 million (over 5 years) with recent merger.
• Technical and Design lead in implementing a major transition from TDM to VOIP across North America allowing for high available, easy to manage andcost effective centralized solution for the enterprise.
• Senior solution architect and lead for all IVR projects across North America. Under my leadership we've expanded our self-service utilization directly resulting in better cost controls.
• Project team lead responsible forcreating a charge back process for a shared services business model. This allowed the organization to be nimble in the face of multiple acquisitions and new business units.
• SME - Enterprise speech IVR, Verint, call routing, Right fax server, Reporting, CTI and backend integrations
• Successfully lead and manage IVR, Right fax and Dialer teams. Architecture and design of Speech IVR is considered one of the best in the enterprise. Design allows business users to not depend on IT and control key capabilities including changing IVR behavior, controlling routing in call center using IVR.
• Architecture and design of all major telephony projects.
• Aspect ACD & Cisco ICM solution to IP telephony conversion with SIP trunking and H323 for IVR.
• Designed various CTI solutions that integrate to traditional CRM products and also in-house built applications. Provided API level support to developers using my previous knowledge of building CTI solutions for screen pop and softphone.
• Call routing - Implemented Cisco ICM pre and post routing using ss7 links, Aspect ACD CCT programming, Avaya Vectoring & Genesys routing strategies using adjunct connections to ODBC data sources, Aspect contact server eflows using custom DLL programming, blended routing for web chat, email and voice.
• Nice and Verint/Witness Recording solutions are hosted in current architecture that support IT compliance and quality management of call centers. These solutions are also used to troubleshoot and tune IVR applications at times.
• Reporting platforms - Strong in-depth knowledge of Aspect and Genesys Datamart solutions, Avaya CMS, eCAS, ATT business direct, custom designed IVR database with complex stored procedures.
• Successful upgrades for Workforce Management platforms - IEX, Genesys eWFM.
• Operations support - 24/7/365 support for operations group as part of on-call responsibility and Tier 3 escalation support. Design and implement monitoring solutions that support operations group.
• Vendor management - Responsible to manage vendors in planning and executing various projects, vendor billing, license and maintenance renewal, enforcing data security, telecom liaison for contracts and MSA’s.

Confidential

System Integrator/ Architect

Responsibilities:

• Responsibilities included custom upgrade projects such as eWFM from version 5.1 to 6.1 which involved multiple DB merges. Also, implemented several Datamart solutions; this includes Installation & configuration of the software and Integration to multiple contact channels.
• Integration of Aspect IVR with Nortel ACD in Phase 1, Aspect ACD in phase 2 and Enterprise Contact Server (ECS). Install and configure the required software on IVR to integrate with Aspect ACD and CTI. Install and Configure ECS in HA (using Microsoft clustering) to integrate to Aspect ACD and IVR.
• Setup and configure the development environment for this project, which involves setting up the domain controller, Installing and configuring the ECS software, exchange server, agent desktop, Customize outlook forms, develop routing rules using aspect scripting tool and testing the routing rules.
• NCS (subsidiary of Singapore telecom): Project1: Setup and configure the development environment which involves NT server, Jrun and IIS setup. Modify the existing Servlets and RMI programs according to the revised requirements by using Jactivex to create java classes for Siebel type libraries. Project 2: Responsible for the ACE-Pegasus Integration.
• Install and configure the Aspect ECS and integrate with Siebel as a front office solution. Developed interface between Aspect and Siebel using VB to get screen pop. I was involved in developing Siebel - CTI functionality. ActiveX dll is developed using aspect CTI and Siebel API’s.
• Substitute trainer for aspect partners on application development of Aspect portal system, Aspect Multimedia, Web Interaction and Aspect customer email. Additionally, team lead responsible for installation and configuration of aspect Multimedia systems for two call centers based in Sydney, Australia.

ENVIRONMENTAspect Suite of products, Oracle, Interbase 5.1, eWFM, SQL server, Aspect Datamart 3.0, MS access, Siebel, Servlets, RMI, IIS, Jrun2.0, jdk1.2, Java Virtual Machine, VB script, Microsoft clustering, Nortel symposium.

Confidential

RoleDeveloper, Team Lead

Responsibilities:

• This project is a total conversion project with re-engineering of MS-Access based reports to Crystal Reports with Oracle as the backend. The application domain is related to “Health Insurance”. Transact Scripts have to be converted to SQL and created VB dll that has custom functions used by Crystal.
• Confidential, is an integrated MIS, which addresses the requirements of Human resources, Accounting, Recruiting, Marketing, and Sales departments of Capricorn Systems Inc., Atlanta.
• Confidential ( Confidential ) is an add-on system to REINS (Resource Information System) developed by Capricorn Systems Inc. Involved in design, development and testing of multiple modules.

ENVIRONMENTVB, MS Access, Crystal reports, Oracle 7, Visual Cafe, SQL Server, JDK 1.1.3