SUMMARY

• Highly motivated, analytical, creative, and results oriented Infrastructure / Contact Center Solutions Architect / PM / BA for implementing customer service infrastructure, and complex telecommunications technologies integration.
• Over 15 years’expert domain experience in Interactive Voice Response systems (IVR), VoIP, Unified Communications, IP Telephony, SIP, Contact Center solutions, CTI, Call Recording and monitoring, Speech Recognition, Inbound, Outbound and Blended ACD, Predictive Dialing, Voice Recognition, Softphone, Remote Agents, Mobile Office, Web Chat, Audio Conferencing, Video Conferencing, Presence Management, Instant Messaging, Voice Biometric Authentication, Customer Care implementations, etc. Negotiated contracts and managed vendors
• Integrated and managed several customer interaction technologies from multiple vendors like Avaya, Cisco, Genesys, Confidential, Nortel Mitel, NEC, Salesforce.com, Pindrop, Goldmine, Blue Pumpkin, LivePerson, Nice, Verint, Nuance, 24/7, etc.
• Developed migration strategies, architecture and design to evolve from TDM Voice network to a fully converged SIP IP network, PBX consolidation, Omni channel interaction management, and integration with business applications. Managed rollout to multiple locations.
• Deep understanding ofGenesys platform andAvaya Aura framework and architecture. Thorough understanding of Cisco UC platforms: CUCM,CVP/ICM,UCCE, etc.
• PM and SME for Confidential Contact Center transformation and migration projects
• SME for JPMorgan’s “Voice Network Architecture & Planning group” for 3 years. Engineered large offshore Avaya / Genesys Call Centers, re - engineered Help Desks, Voicemail and messaging systems. Developed Voice/Data convergence strategy, and implemented Cisco IP Telephony in new facilities.
• For BoA Confidential analyzed Contact Center / IVR business requirements, system capabilities, satisfaction surveys, change management, QC for defect tracking & triage, testing, and application validation.
• Implemented Self Service banking applications for Confidential, Royal Bank of Canada, Chemical Bank, Chase Manhattan Bank, California Federal Bank, Home Savings of America, etc.
• Shares knowledge coaches and mentors others in area of expertise.
• Proficient in the use of Microsoft Office Suite: Excel, PowerPoint, Project, Visio, SharePoint, OneNote
• Project Management Professional (PMP - PMI PMBOK expired 2015)

TECHNICAL SKILLS

Converged IP: network infrastructure design for IPT, VoIP, SIP, Security, QoS, SBCs, H.323, MPLS, High Availability, Survivability, Redundancy, E911 Unified Communications, Unified Messaging, IVR, Speech Recognition, IM, Presence, Contact Centers, Omni Channel Customer Interaction Management, CRM, CTI, Call Recording, Workforce Management, Voice Biometrics Authentication, Pindrop Fraud detection

Cisco UC platforms: UCCE, CUCM, Contact Center, Unity Connection, CVP/ICM Genesys, Verint, Nuance, TellMe, LivePerson, Mitel, Nortel, Nice, NEC, Panasonic, Asterisk

Confidential: CIC, Interaction Center, Interaction Designer, Interaction Attendant, Interaction Dialer, Interaction Scripter, Interaction Client, Interaction Administrator Avaya Aura, Session Manager, Avaya MPS 1000, Avaya AAEP, AES, Call Pilot, Contact Center Manager (Symposium), Avaya Interaction Center (IC), CMS, IP Agent, Softphone

MS Office Suite: Word, Excel, PowerPoint, Project, Visio, MS Exchange, SharePoint, OneNote, HP Quality Center, HP ALM & cTPS, Remedy, AutoCAD MS Visual Studio, Visual C/C++, Visual Basic, C#, XML, VoiceXML, VXML, CCXML, MS SQL Server, IBM DB2, MySQL, Informix, Oracle

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Technical Project Manager / Business Analyst

Responsibilities:

• Project manager and SME for migrating Avaya Experience Platform to Genesys GVP, SIP Server, Resource Manager, Media Server and other Genesys Platform components.
• Analysed IVR Call flows and routing across multiple Contact Centers and Help Desks, included Speech Recognition with Nuance Dialog Modules, multiple grammars and vocabularies.
• Analyzed call volumes and traffic reports and recommended improvements. Conducted Contact Center Management training sessions for complex telecommunications technologies integration.
• Implemented Differentiated Service Model architecture to route calls based on customer value across multiple LoBs: Banking, Cash Management, Insurance, Retirements, Stock Plans, Trading, Home Loans, Mutual funds, Fraud, Training, Tech Support, etc.
• Managed enhancements to Connect Contact Center Desktop platform that integrates Soft Phone Client with Business applications across multiple LoBs, includes Web Services middleware, integration with Salesforce.com, Nuance Voice Biometric Authentication and enrolment. Pindrop voice network fraud detection and alerting platform.

Confidential - Edison NJ

Technical Project Manager

Responsibilities:

• Project manager and technical lead for Integration of customer service technologies from Avaya, Genesys, Verint, Verizon, IBM, IVR with speech recognition, enhanced functionality, Work-force management, reporting, etc.
• Genesys upgrade from V7.6 to V8.1 to remediate end-of-life, compliance and security concerns. Achieved on-time cutover in a compressed timeframe for the nurses’ (24 x 7 x 365) service center. Includes new servers’ hardware in Lab and production environment, Testing and QA in the Lab and cutover to production.
• SIP Telephony migration: Converting from TDM voice infrastructure to an IP Telephony and IP Contact Center infrastructure
• Genesys Pulse Pilot implementation: a web based dashboard for WFM teams to migrate from CC Pulse

Confidential - Titusville NJ

Technical Lead

Responsibilities:

• Technical lead for upgrading / migrating Verint Impact 360 (Witness) Quality Monitoring (QM) system for Contact Center handling Adverse Events.
• Developed Project Charter, User Requirements Specification, and Compliance Analysis Document based on Information Asset Protection policies and Physical Security Assets Protection Policies.
• Testing, administration and integration support for iConnect implementation (Salesforce Service Cloud based CRM / case management application suite) in a complex infrastructure that includes Avaya Aura CS1000 PBX / ACD, Genesys CTI, Genesys IWS, HP Quality Center test suite, multiple Contact Centers, Citrix, Verint, BI and analytics.

Confidential - Somerset NJ

Senior Technical Lead

Responsibilities:

• Responsible for analyzing, planning, designing and developing quality speech enabled IVR Contact Center applications.
• Successfully led IVR deployment within the scheduled window without any exceptions.
• Supported Avaya Infrastructure, Avaya Framework, and Avaya IVR tools such as Dialog Designer, Eclipse Framework, Computer Telephony Interfaces and Nuance Speech Platform.

Confidential - Hopewell NJ

IVR Product Analyst

Responsibilities:

• Performed an interdisciplinary role acting as an integration point between the business and the various partners that deliver solutions.
• Developed Software Requirements Specifications for “Click to Call” dashboard integration project.
• Integrated work flow processes and Contact Center technology platforms: 24/7 TellMe Hosted Speech IVR, Nuance speech recognition, Microsoft speech engine, VUI, VXML, Web Services, Genesys CTI solutions and Call routing, Virtual Hold, Avaya ACD, Cisco IP PBX, Nice Voice Recording and Screen Recording, Quality Center, Seibel, OBI, Softphone, Live Chat and Reporting.

Confidential, Somerset, NJ

Principal Consultant

Responsibilities:

• Performed multiple roles as Senior Consultant, Project Manager, Product Manager, Solutions Architect, and Business Analyst providing professional services for complex telecommunications technologies integration
• Expert domain experience in Contact Center solutions, Interactive Voice Response systems (IVR), Unified Communications, IP Telephony, VoIP, IP PBX, SIP, Audio and Video Conferencing, Presence Management, Instant Messaging, Call Recording and monitoring, Speech Recognition, Inbound, Outbound and Blended ACD, Predictive Dialing, Softphone, Remote Agents, Mobile Office, Web Chat, Customer Care implementations.
• Implemented solutions for several industries such as banking, finance, insurance, retail, wholesale, healthcare, airlines, public sector, telecommunications, etc.
• Developed migration strategies, architecture and design to evolve from a TDM Voice network to a fully SIP IP network, PBX consolidation, multiple channels of interaction, and integration with business applications. Managed rollout to multiple locations.
• Developed software and applications using SDLC, Agile and Waterfall methodologies.
• Business Partner with Confidential , Inc. for Contact Center solutions for over eight years.
• Designed seamless Interaction Management infrastructure across multiple locations experiencing significant growth. Included hardware and applications software, converged voice and data network, converged wire-line and wireless, converged desktop business and telephony applications.
• Analysed and recommended an action plan for rationalizing vendor contracts and renegotiating vendor contracts. (MPLS, IP PBXs, SBCs).

Confidential

Senior Consultant

Responsibilities:

• Conducted Voice Network Infrastructure Assessment for upgrading to new technologies.
• Developed Risk Assessment Report: Avaya’s takeover of Nortel and its impact on Freddie Mac
• Developed strategic roadmap to migrate to a fully SIP converged Network

Confidential

Senior Project Manager

Responsibilities:

• Managed multi phased deployment of Voice and Contact Center Infrastructure: Planning, Integration, Installation and Support for this $2.5 billion healthcare distributor using Confidential CIC (Customer Interaction Center) “All-In-One” communications servers.

Confidential

Senior Consultant

Responsibilities:

• Subject matter expert (SME) for Voice and Contact Center Infrastructure, Network Planning, and Implementation for over three years.
• Deployed Contact Center infrastructure in multiple locations with various outsourced vendors and internal Global Service Centers.
• Engineered large offshore Call Centers, re-engineered Help Desks, upgraded Voicemail and messaging systems. Negotiated contracts, managed vendors, developed Voice/Data convergence strategy, and implemented Cisco IPT in new facilities.
• Architectural design considerations to include Six Sigma processes, Citrix Terminal Services, Transmission Latency, Redundancy, Bandwidth, Diverse Routing, Business Continuity, and Voice over IP, etc.
• Developed Voice/Data Convergence Strategy and Architecture