Resume
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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