SUMMARY

• A Telecom Analyst with commendable technical skills and over 5 years of progressive experience in providing high end Contact Center Solutions for various clients in Banking & Financial Services, Telecom and Insurance domains.
• Possess demonstrated ability to Design, Implement and Support strategic technical solutions to meet customer expectations. Reliable contributor with strong presentation and customer interaction skills. Specialized in Cisco and Avaya Contact Center technologies.

TECHNICAL SKILLS

Cisco UCCE (v5.0,7.0,7.2.3,8.5): Scripting, Configuration, Routing Design, Installation, Troubleshooting, Call Tracing, SQL Database Schema, Automation

ACD/PBX/Voicemail: Avaya Definity 6.0 - ACM 5.1, Avaya CMSCTI: Avaya MAPD/AES, CTConnect, Cisco CTIOS 8.5

Carrier Based Routing: AT&T Route-it, Plan configurations, Self provisioning

Call Monitoring: NICE logger

IVR: Holly, Microsoft TellMe, Eckoh, Nekoteck

VOIP: Avaya CLAN, Avaya IP Agent, Cisco/Avaya IP phones, SIP, H323

VmWare: EsXi 5.0 Administration, Vcenter, VsphereProgramming/Scripting

Programming Languages: Cisco Script Editor, VXML

Scripting Languages: Linux/Unix Scripting, BAT filesDatabase

MS SQL 2000, 2005, 2008 R2: Query Analyzer, SQL, Toad 7.2

Oracle 9i: DB Backup, Performance Tuning, SQL Stored Proc and TriggerOperating System

Windows: 9x/NT/2K/ME/XP

PROFESSIONAL EXPERIENCE

Confidential

Tech Lead

Responsibilities:

• As a lead, managed ICM support team of 8 resources who supports entire AMEX voice infrastructure.
• Assisted in Cisco ICM upgrade from 7.2 to 8.5 version.
• Troubleshoot complex ICM issues and provide solution.
• Provided proactive monitoring of end-to-end processes for the entire Contact Center environment (inclusive of customer call volume, systems/applications, and telephony)
• Performed regular site and system "Health Checks" to ensure overall environment is stable and operating as expected
• Partnered with technology and business partner to ensure TEMPeffective mitigation strategies were in place during Interactive Voice Response (IVR) and or Public Branch Exchange (PBX) technical outages
• Maintained centralized ownership for communication, notification, and escalation of issues or problems impacting the customer, associate, or shareholder experience
• Reviewed and analyzed Contact Center performance to measure impacts and degradation to service as a result of any outages affecting technology, facilities or staffing in order to improve future Contact Center performance
• Provide periodic updates about the outage and resolution to top management executives.
• Infrastructure design, Configuration, Implementation and integration of Cisco ICM 7.2.3 with various call center applications and Avaya Voice components.
• Working on SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis.
• Review operational support document and provide approval.
• Coordinate with various external vendors including Cisco, IBM, HP, AT&T and British Telecom to resolve issues.
• For a period of time worked in the role of a technical Manager. Documentation of requirements, Engagement of various teams and defined the scope of the project.
• Worked with Avaya for call Recording integration.
• Managed Change records and trouble tickets TEMPeffectively.
• Reviewed complex project deliverables to ensure quality.
• Participated in internal audits and took remediation steps to be complaint.
• Integrate ICM 7.2.3 with call recorder and Outbound Dialers.
• Develop notification engine and import / export service.t

Cisco ICM Developer

Confidential

Responsibilities:

• Designed new routing scripts, administered existing scripts, and maintained all aspects of ICM and ACD routing.
• Gathered and documented business and functional requirements for contact center CTI solutions
• Maintained SQL tables and databases. Administered time of day scripts for call center operations and holidays.
• Created and administered custom variables to enhance historical reporting capabilities.
• Involved in migrating Nortel Periphonics IVR to ICM SCI integrated Open Source IVR Solutions.
• Involved in development of ICM application for Next Gen IVR’s like Eckoh, Holly etc.
• Extensive use of ICM GED125 SCI for Holly/Eckoh Integration with ICM.
• Maintained DST changes for all international markets.
• Worked on both Legacy systems like Nortel Periphonics ICM Interactions and Network based IVRS ICM Interactions.
• Scripted and configured various changes in two ICM instances.
• Worked with the desktop support and various vendors to deliver a CRM solution and a custom screen pop application for call center agents.
• Worked with third party screen pop up developers to resolve pop up issues.
• Designed new plans and made changes to existing plans as and when business required in AT&T route it.
• Self-provisioned for new terminations.
• Changed more TEMPthan 500 TFN Routings using Route-it plan editor.
• Designed and developed vectors for various call flows in Avaya ACD globally.
• Managed offshore team members and their deliverables.

Confidential

Software Engineer

Responsibilities:

• Single handedly supported the ACD / IVR infrastructure and call center operations of 14 HDFC call centers across India.
• Point of contact for all India HDFC operations and coordinated any change requests or enhancements existing IVR application.
• Migrated IVR applications from legacy Conversant system to Avaya IR platform.
• Coordinated with Avaya for fast resolution of any hardware or system software related issues.
• Installed IR application and upgraded CTI licenses on the new IP IVR systems.
• Developed IVR applications using Avaya IR Designer tool.
• Involved in Unit / integration & user acceptance testing.
• Handled all customer queries / escalations efficiently and resolved issues with accepted SLA.

ACD-IVR First Level Support Engineer

Confidential

Responsibilities:

• Maintained & Supported IVR systems including Avaya Conversant/Map40/IP IVRs.
• Performed all aspects of call center management including Agents, Splits (Hunt Groups), Skills, Vectoring, VDNs, Best Services Routing (BSR), Expert Agent Selection (EAS), Automatic Call Distribution (ACD), Computer Telephone Integration (CTI).
• Performed standard PBX engineering tasks including management of dial plan, AAR, Route pattern, ARS tables, trunk groups, signaling groups, DS1s, COR, COS, holiday tables, etc.
• Provided Call Center Managers/Supervisors with real time/ historical/integrated reports; assisted users with custom reports; maintained dictionary in Avaya CMS
• Supported the proprietary Screen pop up CTI Application of Servion Global Solution called RAPCTI.
• Maintained servers like Avaya CentreVu, Avaya CMS, Nice Logger, RAP CTI etc.
• Provided support in all aspects of Telephony services, Call Center management and Integrated Voice Response services for multi-site call center.