PROFESSIONAL SUMMARY:

• Experienced Contact Center Technologist with strong IVR strategy and development back ground in some of the leading technologies Confidential, Confidential, Confidential . Technical Leader with over a decade of experience in Contact Centers, Software Development, Project Management, Business Process Development, Solution Architecture, Self Service Solutions and Channels Optimization strategies.

PROFESSIONAL EXPERIENCE:

Confidential

Consultant IVR Technical Lead / Solution Architect

• Solution architecture / Design / Development over Confidential / GVP 8.x platform.
• Technical Leadership - Own the project from discovery to design and deployment from a Confidential / GVP Architecture perspective.
• Technical documentation BRD / FRD / Detail Design / Design Playback decks Capacity planning / sizing as per business forecasting.
• VXML Application Development Confidential Platform / Products: Confidential Framework 8.x, GVP 8.x, SIP, VXML, Sip Visualizer, Kazmire, Wireshark

Confidential

Confidential Analyst / Developer

• Support Confidential Infrastructure ensuring platform is fully operational and meets documented Service Level objectives. Experience with Confidential Framework and IVR components.
• Support/Implement periodic upgrades of the Confidential Infrastructure as required. Includes both patch updates and full version upgrades.
• Implement, document, and maintain Confidential Routing Strategies for all business units. Support business requests for routing changes using the necessary process controls to ensure production operation is not at risk.
• Confidential Application Development: Solution Design, Build, Testing (Unit, System, IST). Integration with carrier (Verizon / ATT), Third party IVR and other contact center components.
• Respond to service outages and production issues in timely manner.

Confidential

IVR Engineer

• Designed and developed IVR systems for United States international Visa/Passport systems for Department of State.
• Design in house VoIP infrastructure to replace the existing system.
• Worked with multiple carriers to develop international foothold.
• Provided Technical Support for issues pertinent to VOIP systems, Call Routing, Call Center Integration, CTI and Reporting.
• Provide analytical insight to business, and formulate improvement strategies.

Confidential

Consultant / Project Manager

• Involved in conceptualization and design for the POS software and phase wise development and integration of core back end modules like stock inventory management, Op-ex Management (utility bills, staff salaries, other expenses), Reporting and forecasting and Distributed operations.
• End to End responsible from Requirements, Analysis, Design, Development, delivery and deployment and training of retail staff.

Confidential

Technical Project Lead

• Developed technical project plans and executed and directed all technical aspects of assigned for Telenor Group OpCos ( Confidential, DiGi Malaysia, DTAC Thailand) from requirements, design, development, testing, production launch and UAT, Post Operational Support, Trainings and Handovers.
• Prepared and presented Business Cases and Technical Feasibility for technology platforms.
• Analyzed technical and commercial proposals and managed project teams.
• Ensured Policy and Standards Compliance and Forecast and Plan for Technology and Human Resource Requirements
• Responsible for coordinating and leading cross functional teams and supported handovers and trainings.

Confidential

Team Lead IVR and Development

• Spearheaded and managed IVR and Software development team for the contact center technology department.
• Managed GVP Infrastructure and Application Development and operational support as per agreed SLA with customer.
• Responsible for IVR Reports and Analytics, Business process development and re-engineering, as per TL9000 standards and compliance (participated in two internal audits) and other software development needs for the customer
• Leveraged in-house capabilities to analyze, design, develop and support while managing two projects “Magic Screen” and “Inventory Management System.”

Confidential

IVR Specialist

• Responsible for in sourcing of IVR application source code from the vendor, after the IVR platforms were moved to the new GVP technology. Kick start of in-house development on IVR (Project/ CR Implementation) and L3 support for day to day IVR application related issues was part of the scope of this project. After successful in sourcing of solution code and in-house implementation of new business requirements on the IVR, I trained three executive team members over the new solution to maintain the in-house capability for our customer.
• Responsible for GVP 7.6 New IVR Technology Roll Out which involved replacement of old IVR technology to Confidential Voice Platform 7.6 and replication of IVR Flows on the new platform. Almost 100 PRI's with 3000 GVP live ports with distributed media layer architecture and central web based application.
• Collaborated with business to devise strategies and methods to improve self-service utilization and transformed and implemented those to solutions on the IVR. Some of the initiatives included Predictive Language Selection, Dynamic IVRs, TPIN authentication, Behavior Centric Routing, Migration of Top Work codes on Self Service and Direct Menu Jumps, SPOC for all IVR Application CR Implementation, Backend Integration (Remote API, Web services), Reporting and Analysis (Hyperion Report Development).

Confidential

Technical Project Lead and Support

• Responsible for Technical Service Delivery, Solution Design, Infrastructure Deployment, Implementation ( Confidential ), User Acceptance, Hand offs and Training Session to Level 1.
• Projects included Outsourced Call Center Services, Thin Clients Implementation, Nice Call Recording Implementation and Upgrades.
• Designed and developed an application in PERL that scanned real time logs for predefined errors and exceptions and generated notifications over emails / SMS to group of responsible personals.

Confidential

Software Engineer

• Responsible for System Functional Requirement, Analysis, Design, Programming/Development, Debugging, Testing and Post Operational support.
• Liaison between team members responsible for other tiers of the system that was being worked on.
• Responsible for the development of front end layer (XSL, XML, J Script, JSP’/Struts) for one of the most critical projects for ESP.