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Ivr Application, DevelopeR

SUMMARY

  • Solution - oriented IVR developer with notable success in directing IVR development and implementation while participating in planning, analysis of call center applications in direct support of business objectives.
  • Hands-on experience programming emphasizing code reuse and utilizing best practices programming methodologies.
  • Outstanding track record for accurate project planning and meeting deadlines.
  • Adept at meeting with customers and setting expectations.
  • Strong leadership abilities: able to coordinate and set project priorities.

TECHNICAL SKILLS

Platforms: Windows 95/98/NT/2008/XP, UNIX, MVS

Languages: VB, PowerBuilder, HTML, XML, ASP/JSP DOS & UNIX scripting

Database: MS SQL-Server, Informix, Oracle, Sybase

Networking: TCP/IP, Banyan, Novell, SNA, Ethernet, Token Ring

Tools: Genesys Studio, Composer, Genesys GVP, CME/SCI, Empirix Hammer Basic, SVN, Microsoft Office

PROFESSIONAL EXPERIENCE

Confidential

IVR Application Developer

Responsibilities:

  • Genesys 8.1 GVP-CVP certification
  • Developed numerous Genesys Studio and Composer applications
  • Developed an application and reporting framework for use in all future development at the customer site.
  • Delivered on schedule an error free application taking 10,000 calls daily.
  • Create a source code and documentation repository utilizing SVN/Tortoise.
  • Made modification to the existing application as required by the customer meeting all deadlines.
  • Develop project/implementation plans for each major modification.
  • Consulted with team on the new development efforts.
  • Work with the Analysts on how the system is currently used and where it can be improved and implemented them.
  • Make modification to the existing application as required by the customer.
  • Develop project/implementation plans for each major modification.
  • Consult with team on the new development efforts.
  • Work with the Analysts on how the system is currently used and where it can be improved.
  • Rework all Sql-Server store procedures, getting to work as originally intended.

Confidential

Application Developer

Responsibilities:

  • Developed the ADP FICA application under very tight time restraints.
  • Developed a reporting DB and user interface which allowed users so review call counts for each application and drill-down to see the path the caller took through the application.
  • Installed SVN/Tortoise for source control.
  • Installed OSDMS and created a standard model for using them.
  • Created a generic speech-enabled database driven survey application which was fully customizable and could be used with any current or future IVR application.
  • Created documentation standards for IVR design and development.
  • Mentored two onsite developers.
  • Installed GVP (IPCS) development environment.
  • Reworked the existing VUI documentation while mentoring in-house staff.
  • Worked closely with IHG staff to determine application, applying “best practices” in the overall design of the application.
  • Created an 80 module Genesys Studio (7.6) voice recognition (Nuance/OSDM) application which invoked web services, customized call flow reporting and logging.
  • Created the Reporting database and all supporting views and stored procedures to support it. In addition migrated all database across the environments and provided appropriate documentation.
  • Configured QA and PROD environments for the application.
  • Made recommendations on usability testing, load testing and tuning methods.
  • Mentored IHG staff and created sufficient documentation to ensure a smooth transition going forward.

Enterprise Systems Engineer

Confidential

Responsibilities:

  • Developed an outbound self-service application utilizing Proactive Contact Solution (7.6) and web services.
  • Created an ASP.net application with built-in security and audit trails which allowed each department to maintain their own office hours within the IVR
  • Created SQL-Server and Oracle stored procedures to support the applications.
  • Created design documents and updated test case documentation for the IVR application
  • Resolution of trouble tickets coming into the Helpdesk.
  • Migration of IVR applications from ASP to JSP.
  • Infrastructure maintenance and modifications
  • CTI after- hours on-call work.
  • Application design and consulting.
  • Development of IVR applications, speech grammars, and call routing for integration.
  • CTI development and documentation.
  • Determining best call center business practices for customers based on their current design and utilization of call center technologies.

Confidential

Sr. Consultant

Responsibilities:

  • Confidential Professional Services (retainer)
  • Defined the voice application standards for use in all future application
  • Created a framework to assist in setting standards and code reuse (JSP)
  • PM for porting over existing hosted applications to another hosting site
  • Contributor to RFPs for additional engagements
  • Defined the standards for all future application
  • Created a framework to assist in setting standards and code reuse (JSP)
  • Assist in determining UI standards
  • Created configuration and call statistics database in Oracle
  • Knowledge transfer to other employees on development and problem determination.

Confidential

Consultant

Responsibilities:

  • Designed and wrote their first IVR application, under budget and on time
  • Created a framework to assist in setting standards and code reuse (JSP)
  • Assist in determining UI standards Created configuration and call statistics database in Oracle
  • Knowledge transfer to other employees on development and problem determination.
  • Created numerous IVR applications for HR, Claim and Commercial lines of business.
  • Designed core pieces or reusable code and an application framework to be used across all IVR applications
  • Designed, developed and deployed standardized SQL-Server databases to log call statistics for all IVR applications.
  • Designed, developed and deployed a configuration database, which contains required and customizable data for the specific IVR applications. This allows for IVR behavior to be modified on the fly without programming modifications.
  • Developed standardized IVR code (Stored Procedures, VB, Include files) for reading/writing into the above databases.
  • Designed a database monitoring service that alerts to any database failure and automatically fails over to a secondary database and automatically recovers back to the primary server when it is available.
  • Created all the SQL-Server Stored procedures to load the first successful implementation of the Travelers’ Customer Relations database (CRDB) and served in a PM role for the project.
  • Wrote numerous Empirix Hammer scripts for testing and proving out proof-of-concepts.
  • Managed and designed a Salary Compensation Reporting tool used across the company

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