SUMMARY

• Thirteen years of IT Experience with Customer Interaction Management (CIM) domain Software Development experience in voice portals and telecom voice application with Confidential and Confidential .
• Expert Levels Designing, Developing, Unit Testing for Voice xml, Aspect Voice Objects (CXP), Confidential call studio (CVP), Confidential Aura and Confidential WVR based Applications.Experience in working multiple vertical clients such as Airline, Banking and Finance, Telecommunication, Logistics and Health care etc.
• Expert Levels Designing and development in full featured IVR applications using ASR, DTMF, TTS, and Prerecorded audio, Say it Smart - formed audio and complex custom menus.
• Expert Levels Skills in voice portals like Tell-Me, Voxeo, Confidential Voice Portal and Confidential Voice Portal.
• Experience in working with Courtesy call back CCB applications.
• Experience in working with voice biometric based applications with Confidential voice biometrics.
• Expert Levels in working with outbound and inbound call flows.
• Expertise Backend MS-SQL, Oracle.
• Expert Levels in Confidential GSL and GRXML grammar creation.
• Experience Strong Knowledge in VXML, JSP, JAVA and J2EE.
• Knowledge of working with Web Services SOAP (Axis2/Wsimport) and Rest webservices.
• Knowledge of working with Application Servers Apache Tomcat, Oracle WebLogic and Confidential WebSphere.
• Expert Levels in IVR based R&D projects.
• Possess strong analytical, communication and interpersonal skills enabling me independently or as part of team with minimum assistance.
• Good hands-on experience on Customer Management, Requirement Analysis, Customer Support etc.

TECHNICAL SKILLS

• Programming Languages: Voicexml (Vxml), Xml, JavaScript, Java, JSP.Voice Portals: Confidential UCCE, Confidential AEP, Confidential WVR and Micro soft Tell-ME,
• IVR Tools: Aspect Voxeo Objects (CXP), Confidential OD and Confidential call studio (CVP) Applications,
• DBMS: MSSQL,Oracle,
• Speech tools: Grxml, Confidential ASR and Realtek TTS,

Environment: Confidential AEP, Confidential Session Manager and Confidential AIC.

PROFESSIONAL EXPERIENCE

Technical Lead,

Confidential, America,

Responsibilities:

• Maintain system stability and optimization for high availability of voice portals,
• Involve teh correct team member and solve teh contact center problems in critical timeline,
• Performed teh configuration and maintenance of Confidential Session Manager Routing,
• Performed configuring Agents in NICE call recording,
• Performed data transfer and deployment of all voice applications,
• Provided online assistance and to Agents in Confidential soft phone configuration,
• Assisted in teh weekly performance review and documentation,
• Mentoring team members in IVR functionalities,

Environment: Confidential WVR, Confidential WAS,State tables,Java,Axis2 and Oracle.

Confidential,

Responsibilities:

• Involved in IVR change request design & development.
• Responsible for solving all project related migrations and deployments to QA and production environments.
• Preparation of test plans for basic validations.
• Preparation of impact Analysis for Efforts needed out of teh scope.
• Solving teh high-level issues from customers and onsite counterparts.
• Mentoring team members in IVR functionalities.

Environment: CUCVP 9.0, Confidential Call studio 9.0, Java and MS-Sql 2008.

Confidential,

Responsibilities:

• Application Design, Development, production cut over and Support,
• dis projects aim to reporting failure of trucks on road, announcement of spare parts details, repair status of truck by order id and refilling fuel autantication for truck drivers.
• They can directly access teh required department agent by selecting options in IVR.
• dis application gets driver’s contract Id and Pin for identification.
• Driver can also utilize teh Courtesy call back - CCB option when agents are busy with other customers.

Environment: Voice Objects (CXP)11.1, Confidential voice portal, Java, IBM-WebSphere and Web Services

Responsibilities:

• Application Design, Development, production cut over and Support
• dis banking application allows teh Confidential customer to do transaction by phone such as Balance Enquiry,
• Account Recent activity and Pin creation for new cards.
• dis application gets account holder’s card number and Pin for identification. Voice object application act as a sub dialog application.
• Teh banking host communication done by Web services.

Environment: Voice Objects (CXP)9.0, Confidential voice portal, Java, IBM-WebSphere and Web Services

Confidential,

Responsibilities:

• Application Design, Development, production cut over and Support
• dis banking application allows teh customer to do transaction by phone such as Balance Enquiry, Fund transfer,
• Account recent activity and Change pin.
• dis application Gets Account holder’s Debit card number and Pin for identification.
• Account holder can select their prepared account for transaction from his multiple accounts.
• Voice object application act as a sub dialog application.
• Teh banking host communication done by MQ xml communication

Environment: Tell-ME Voice platform DTMF, Confidential Speech.

Developer

Confidential

Responsibilities:

• Application Design, Development, Support,
• Baggage Management Analysis System is a delayed Baggage trace application for Confidential Airlines,
• Teh delayed Baggage can be traced by passenger’s final destination place, passenger’s last name and allocated confidential six-letter baggage file locator. dis is a hosted VXML IVR application in Microsoft TellMe platform,
• .Which accepts both ASR and DTMF inputs. Applications are developed and deployed as Call transfer functions are well handled in teh application,

Environment: Confidential CVP UCCE 8.5, Java, Jsp,MSSQL and Confidential Verifier.

Developer

Confidential

Responsibilities:

• Mobile Voice Banking enables users with mobile phones to perform banking operations like fund transfer and balance inquiry,
• Teh system takes voice as an input and converts it to text using Confidential Recognizer, teh converted text is posted to teh JSP (Java Server Pages )running on teh remote machine using a VB DLL using teh HTTP Method.,
• Teh data available in teh text received from teh JSP is packetized into ISO8583 Standards,
• Teh packets are routed using teh same JSP to teh Banking Switch using TCP/IP Sockets at teh client server,
• Teh Response from teh Banking Switch (developed by OPUS ) at teh bank's end is received using teh same ISO8583 format and is parsed at teh same JSP,
• Teh Parsed text response from teh Banking Switch is played,

Environment: Confidential CVP 8.5, Java, Jsp, MSSQL and Confidential Verifier.

Developer

Confidential

Responsibilities:

• VADOL is a secure door lock in which teh unlocking of a door is made possible only on successful autantication of teh voice of a registered user of teh system by a Bio-metric speech server,
• Teh Bio-metric speech server is connected to teh Voice Door Lock using phone lines,
• Pre-registered user shall initiate teh process by pressing teh push button on teh front panel, whereby teh system automatically connects to teh Bio-metric speech server through phone lines,
• Teh user is prompted to utter teh pass phrase,
• On receipt of teh pass phrase, teh Bio-metric speech server processes teh voice input and sends teh secured encrypted response to teh front end unit to initiate teh appropriate action,
• Based on teh response received, teh front end unit provides teh user with teh required access to teh door,

Environment: VXML, Java, Jsp and MSSQL.

Confidential,

Responsibilities:

• Teh objective is to provide Voice interface to teh Reuters Market Live service, whereby a registered user can get teh information on weather in teh taluk, prices of teh crops in each markets, news and advisory for crops.
• Teh design involves building a content management system that sends request to teh Reuters server and receives XML files containing teh required information.
• These files are tan parsed and maintained in a database and will be used by teh voice application.

Environment: Confidential CVP 8.5, Java,Jsp,MSSQL and Confidential Verifier.

Confidential,

Responsibilities:

• Teh project consists of two ways of transaction between a customer and a merchant. In teh first case, when teh customer wants to make a transaction he initiates a call to a specified number belonging to teh merchant.
• Teh call flow would consist of prompts Amount to be transferred and collect PIN Code either DTMF or VOICE. On successful autantication with teh biometric server teh transaction is completed.
• Teh second case is teh merchant calling teh customer for teh payment. Merchant server would start a call when teh database is populated with payment details of teh amount, customer number, and Merchant id. An URL is invoked from teh database which consists of Mobile number,
• Text message and Pin request ID. IVR Application calls teh mobile phone with respective Request Id for getting teh PIN from teh caller. An SMS is sent to teh customer's mobile phone upon successful transaction.