SUMMARY

• 9+ years of proven experience in requirement analysis, design, development, testing, deployment & consulting for contact center facilities
• Worked on multiple IVR platforms - Nortel MPS 4.1, Nortel FCM, Avaya Experience Portal (AEP 6.0), Aspect, Voxeo
• Experience of working in Banking and Telecom domain
• Experience in designing IVR call flows using Microsoft Visio
• Experience in developing IVR call flow using Avaya Orchestration Designer v6.0, VoiceObjects and Peripro.
• Experience in universal routing strategy development using Genesys IRD (Interaction Routing Designer)
• Speech Enablement of IVR using Nuance development framework (NDF) & Nuance dialog modules (NDM)
• Development hands on experience writing programs in Core Java & Servlets using Eclipse
• Good Cognizance in Database PL-SQL, SQL Queries.
• Experience in Relational Database Design and Development, Normalization using SQL PLUS, SQL developer and TOAD.
• Experience in writing UNIX scripts and CRON jobs
• Experience in defect management using Mercury Quality Center 9.2 and JIRA.
• Extensively used IBM Clearcase, Microsoft VSS and SVN for configuration management.
• Experience in change management using Maximo and AOTS tools.
• Good Knowledge in using XML, VXML (Voice XML), HTML, Cascading Style Sheets (CSS).
• Involved in System Integration by Simplifying IT operations and Integrating IT environments.
• Translated complicated enterprise specific Business rules and Procedures into appropriate Business logic components.
• Strong in Object Oriented Analysis and Designing (OOA and OOD), Object oriented programming (OOPS) with memory management and Garbage Collection.
• A keen planner, strategist and implementer with expertise in devising policies & procedures for improving business performance, streamlining operations, and achieving business growth
• Excellent communicator with exceptional analytical, problem solving, people management, and co-ordination skills and the ability to work in highly diverse environments with people from varied backgrounds.

TECHNICAL SKILLS

Programming Languages: Java, PL/SQL, Unix scripting, VXML, C++

Databases: Oracle 11g, MS Access

Operating Systems: Solaris 10, Windows 2000, Windows 7

Development Tools: Avaya Orchestration designer (OD), VoiceObjects, Peripro, Genesys Interaction Routing Designer (IRD), Nuance Dialog modules (NDM), SQL PLUS, SQL Developer, TOAD, Eclipse, Clearcase, SVN

Web Server: Tomcat

PROFESSIONAL EXPERIENCE

Confidential, St Louis, Missouri

Senior Tech Lead & Onsite Coordinator

Responsibilities:

• Requirement gathering, requirement analysis & doing the feasibility study.
• Proposing solution design for the development and implementation of IVR/CTI Application.
• Develop IVR call flow using Peripro toolkit
• Troubleshooting production issues & Fix defects
• Providing technical training and presentations to clients.
• Coordinate with various functions/teams for implementation & deployment on site with ease & efficiency
• Supervising for smooth development/implementation of the project and extending post-implementation, technical support.
• Time and Resource management so that customers receive timely resolution from the team.
• Working with different support groups for the issue resolution
• Working with Team for Problem Analysis and Resolution (PAR).
• Working on Project Plan and Tracking.
• Interacting with clients to discuss their projects and applications and to suggest integrated solutions based on their requirement
• Involved in technical training for technical\support executives and help them to understand IVR product suite.
• Issue tracking and reporting appropriately to business partners and clients
• Analyze current gaps in the current scenario of the client.
• Support Deployment phase.
• Training and mentoring new team members.
• Led the team to successful completion and deployment of IVR releases in Confidential &T.

Environment: Peripro, Eclipse, SVN, Visio, Mercury Quality Center, SQL developer, AOTS

Confidential

Tech Lead & Technical Manager

Responsibilities:

• Interacting with clients to discuss their projects and applications and to suggest integrated solutions based on their requirement
• Participating in Design, Development, Unit testing and implementation of IVR Application.
• Coordinating with various countries functions\teams for implementation & deployment on site with ease & efficiency
• Troubleshooting from IVR side in case any issues.
• Involved in technical training for technical\support executives and help them to understand Avaya IVR product suite.
• Issue tracking and reporting appropriately to business partners and clients
• Gather requirements (Global and Localization (country-specific)).
• Create a Technical Detailed Design document.
• Support testing phase by working on defects logged in HP Quality Centre
• Support Deployment phase (country-specific).
• Prepare project plan using Microsoft project
• Develop call flow using Avaya Orchestration designer (AOD) and Java Servlets
• Develop SQL stored procedures
• Develop Java program for fetching data from Oracle database as backend
• Used EPMS to assign application, create configurable variables & look Confidential logs
• Uploaded prompts on MPP
• Unit test call flows using AOD simulator
• Design & code review
• Onsite and Offshore Liaison - Coordinate with the Onsite teams (Design, Architecture, and Deployment) Confidential Brussels, Belgium and other locations - Communication through Meetings and Conference calls.
• Time and Resource management so that customers receive timely resolution from the team
• Training and mentoring new team members.
• Working with different support groups for the issue resolution
• Work with Team Members for Problem Analysis and Resolution (PAR).
• Assist the Project Manager with inputs for Project Plan and Tracking

Environment: Avaya Orchestration designer (OD), MPS 1000, Java 1.7, Tomcat 7, MS SQL 2008, SVN, Mercury Quality Centre, SQL Developer, TOAD

Confidential

Tech Lead

Responsibilities:

• Requirement gathering, design and end to end Project delivery.
• Involved in Technical discussion with Confidential UK.
• UI Design and call-flow designing.
• Worked closely with the team in building inline grammars and validating external grammars.
• Actively worked with the team members during the testing & debugging of the application prior to going into production.
• Worked closely with the clients in order to make prominent changes in the UI to an existing application
• Interacted on a daily basis with the offshore team in India in discussing new development and altered changes.
• Played a major role in monitoring the call flow and checking logs while supporting the SIT and the UAT team.
• Develop SQL stored procedures
• Develop Java program for fetching data from Oracle database as backend
• Setup connection pooling using Tomcat’s config.xml & web.xml
• Work on Speech enablement of IVR using Nuance development framework (NDF) & Nuance Dialog modules (NDM).
• Was involved primarily in interaction with the clients because of good communication and understanding of the project.
• Develop call flow using Avaya Orchestration designer (AOD) and Java Servlets.
• As team lead ensure on-time delivery and strict adherence to standard guidelines.
• Code walkthrough sessions for Client during project handover.

Environment: Avaya Orchestration designer (OD), MPS 1000, Oracle, Java, SVN, Mercury Quality Centre, Nuance development framework (NDF) & Nuance Dialog modules (NDM), Tomcat 6, SQL Developer, TOAD

Confidential

Team Lead

Responsibilities:

• Work on N-IVR (Aspect) to T-IVR (Nortel FCM) and / or to V-IVR (Voice objects - Voxeo platform) migration.
• Develop code using Eclipsed based VoiceObjects
• Write unit test scripts.
• Prepare design document for code developed.
• Gained a fair bit of knowledge on Clear Case Version Controlling, which was used as version control for all development changes in UNIX Environment
• Perform peer code review.
• Upload and execute test scripts in Mercury Quality Centre

Environment: VoiceObjects (Voxeo), Nortel FCM, Aspect, VXML, Java, Clearcase

Confidential, Auburn Hills, Michigan

Technical Analyst / Onsite Coordinator

Responsibilities:

• Requirement Analysis.
• Involved in Technical discussion with IVR vendors like Verizon & Genesys.
• Prepare request for Proposal (RFP)
• Analyze & document Syntellect IVR call flow
• Involved in design of IVR.
• Developed IVR call flow using VXML as Proof of Concept (POC) on Voxeo platform

Environment: VXML, XML, UNIX, SQL Server

Confidential, Newark, DE

Technical Analyst / Onsite Coordinator

Responsibilities:

• Studied and Analyzed the Application requirements for which the development is to be done.
• Designed & Coded IVR application for Credit Card division of Confidential using Peripro 3.0 and VoiceXML.
• Developed the system on Nortel MPS 1000 Platform.
• Developed universal routing strategy using Genesys IRD.
• Development of logging module using Core Java and Oracle. The log of customer call is generated by IVR on Solaris machine as raw files. Java program built runs in an infinite loop looking in specific directory for any available log file. If found, it parses it and inserts log data into Oracle tables using prepared statement.
• Developed UNIX scripts to provide trace functionality for testers.
• Designed the database and created tables using SQL developer
• Built XML files to simulate web service responses.
• Involved in unit testing, fixing bugs and maintenance of the product.
• Build Unit testing and CIT (component integration testing) testing scripts and load them to Mercury Quality Center.
• Coordinated performance and load testing of application using Hammer Tool.
• Coordinate CTI Routing and Call center desktop screen pop-up testing.
• Build production deployment code bundle and Release guide.
• Technical documentation of the product.
• Involved in post-production support issues.
• Depending on the current phase tasks involved in design, analysis, development, testing, debug and fixed the defects raised.
• Onsite coordinator for a team of 16 developers Confidential Offshore (India).
• Attending project management meetings.

Environment: Nortel MPS 1000 (Peripro 3.0), Genesys IRD (Interaction Routing Designer), Solaris 10 (Unix Scripting), Java, Oracle, Clearcase, Mercury Quality Centre, Genesys CTI, C++

Confidential

Project Lead

Responsibilities:

• Studied and Analyzed the Application requirements for which the development is to be done.
• Designed & Coded IVR application for Credit Card division of Confidential using Peripro 3.0 and VoiceXML.
• Developed the system on Nortel MPS 1000 Platform.
• Developed UNIX scripts to provide trace functionality for testers.
• Designed the database and created tables using SQL developer
• Speech recognition was done using Nuance Recognizer (OSCAR servers).
• TTS (Text-to-Speech) feature was also available on this platform by using dictionary files provided by Nuance.
• Involved in unit testing, fixing bugs and maintenance of the product.
• Build Unit testing and CIT (component integration testing) testing scripts and load them to Mercury Quality Center.
• Generate Defect report and setup defect meeting.
• Build Requirement Traceability Matrix.
• Technical documentation of the product.
• Involved in post-production support issues.
• Depending on the current phase tasks involved in Design, analysis, development, testing, debug and fixed the defects raised.
• Team lead for a team of size 10.

Environment: Nortel MPS 1000 (Peripro 3.0), Solaris 10 (Unix Scripting), Java, Oracle, Clearcase, Mercury Quality Centre, Genesys CTI, C++