SUMMARY

• 12+ years of professional experience in software development including analysis, design, and deployment and testing wif wide range of technical experience in architecture definition and implementation of enterprise voice - based systems.
• Extensive experience in Computer Technology Integration (CTI), Avaya Aura Experience Portal, Genesys Universal Routing Server (URS), IRD (GUI), T-Server, SIP Server, Stat Server, intelligent Workload Distribution(iWD).
• Worked on Genesys Orchestration Server (ORS) for routing, generalization and integration wif other Genesys products.
• Good knowledge of Avaya Voice Portal/Experience Portal, Genesys Framework, Genesys Outbound Solution, Genesys Voice Portal 7.x, 8.x (GVP), Interactive Voice Response (IVR), Web Services, Info Mart and Genesys Agent Desktop (CTI/Softphone), Avaya Aura Contact Center.
• Used Genesys Composer to build IVR call flows.
• Supported blended environment where agents handle both voice and chat interactions.
• Setup Email integration wif agent desktop application.
• Proficiency in analysis of speech systems requirements to transform them to a Voice user interface (VUI) design.
• Worked on configuring/troubleshooting SIP T-servers.
• Experience in troubleshooting voice quality issues in VoIP/SIP.
• Part of teh team integrating Genesys real-time metrics wif enterprise dash-board.
• Developed queries to generate ad-hoc reports.
• Good Knowledge in design and development and converting them into robust system designs and supporting them.
• Good Telecom expertise and understanding of applicability and value in software development.
• Experience in Network Routing.
• Experience in teh complete Software Development Life Cycle (SDLC)
• Experience in Testing and Debugging of Software Applications.
• Ability to work in tight schedules and efficient in time management.
• Highly motivated team player wif excellent interpersonal, technical and communication skills.

TECHNICAL SKILLS

Operating Systems: UNIX, Windows XP, Linux

Databases: Oracle, MS Access, SQL Server 2005/2008

Languages: C, C++, C#, Java, EJB, JSP, SQL, Shell Script, XMLCTI, Telecom & IVR Technologies CTI Framework, Genesys CallBack, Pulse, Call Concentrator, CC Pulse, CC Analyzer, Soft Phone Development, T-Server, GVP 7.x, 8.x, Stat Server, Telera XML, Nuance, Scan soft, Genesys Composer, Session Initiation Protocol (SIP), ORS, Service Location Protocol (SLP),CTI, IVR, VoiceXML, ASR, URS, DB Server, T-Server, Configuration Server, Stat Server, GSL, IRD, CME, DMA, Siebel CTI, Speech works, Dialogic CT Connect, Call Center Process, Component Design, Web GUI design, Infomart, Avaya, Nuance, Aspect, Natural and directed dialog development.

Networking Technologies: TCP/IP, HTTP, FTP, SMTP, SIP Server, SDP, VOIP, NMS Natural Access and Fusion APIs, Genesys CTI.

VoIP Technologies: SIP signaling, RTP streaming, and voice compression.

Tools: & Utilities Toad, SQL Developer, SQL *Loader

PROFESSIONAL EXPERIENCE:

Confidential

Genesys Engineer

Responsibilities:

• Implemented Genesys CallBack.
• Worked on Genesys Framework upgradation from 8.1 to 8.5
• Worked on Genesys Log File Management Tool.
• Worked on Genesys Workbench-Remote Alarm Monitoring.
• Develop high level architecture diagrams.
• Worked on troubleshooting complex issues wif Genesys configuration/ management layers, LDAP, configuration DB, Media Control Platform(MCP) and Genesys SIP Server.
• Worked on upgrading Genesys components to be compatible w.r.t RHEL OS upgrade from RHEL5 to RHEL7 and windows OS upgrade from windows 2008 to windows 2012.
• Worked on upgrading Genesys Administrator Extension(GAX), Genesys Administrator(GA).
• Worked on enabling SSL and TLS authentication for SIP Feature Server.
• Worked on Nuance Servers upgrades from Nuance9 to Nuance10.
• Worked on Real-Time reporting (Pulse/CC Pulse) and Historical reporting (GI2).
• Prepared teh run-book for after Go-Live, listing out major issues and their solutions.
• Worked on Remedy tickets to troubleshoot teh call center/business issues or needs.
• Worked wif NICE Recording platform, outsourcers and other teams to troubleshoot teh issues wifin teh environment.

Environment: GA,CME, SCI, Inbound, T-Server, CCPulse+, SIP, Feature Server, ETL, GAX, WDE, GI2, Pulse, Oracle, XML, UML, GSL, Genesys Studio, Visio, Nuance Speech Recognizer, SQL Server, Genesys - Framework, SIP Endpoints, Orchestration Server(ORS), Stat Server, Voice and Media routing, VHT, Aspect- eWFM, Windows Server 2012, RHEL7, Java, Apache/Tomcat, Kazimir.

Confidential, Lewisville, TX

Genesys Engineer

Responsibilities:

• Worked on certifying and troubleshooting Network Call Queuing.
• Worked wif carrier to resolve issues wif SIP services such as IP toll free, session border controllers and session management.
• Worked on troubleshooting complex issues wif Genesys configuration/ management layers, routing layer, Genesys SIP Server and NCQ platforms (GVP resource manager/ media server) and historical reporting icon/Infomart.
• Worked on teh application of teh following call center technologies: Genesys call routing, PBX integration, carrier offerings, CTI desktop integration, outbound dialer integration and call recording integration.
• Worked on teh development of Genesys call routing strategies using IRD.
• Worked on teh availability and configuration of teh Genesys call routing development and UAT environment.
• Created CCPulse+ templates for generating real-time reports.

Environment: CME, SCI, Inbound, Outbound, T-Server, IRD, CCPulse+, SIP, ETL, GAD, VoiceXML, Oracle, XML, UML, GSL, Genesys Studio, Visio, Nuance Recognizer, SQL Server, Genesys - Framework, Voice and Media routing.

Confidential, Irving, TX

Genesys Engineer

Responsibilities:

• Worked on installation and configuration of GVP platform including MCP' Confidential, MRCP Proxies, Resource Manager, Reporting Server, SIP Server and SSG.
• Configured IVR Profiles, DID, Resource Groups.
• Participated in troubleshooting pilot, test and prod environments.
• Prepared teh run-book for after Go-Live, listing out major issues and their solutions.
• Participated in teh IVR platform design discussion.
• Used Genesys Composer to build IVR call flows.
• Worked on sizing calculations for teh platform using historical call volume and BHCV.
• Worked wif Genesys Vendor technical support.
• Worked wif internal system administrator & database administrators by giving teh requirements.
• Resolved teh security vulnerability issues on teh platform found in security scans.
• Helped teh team in converting VXML applications from Voicegenie to GVP platform.
• Used Genesys Orchestration Server (ORS) for treating various transactions like voice, IVR, SMS, fax, and email channels as a single service.

Environment: Genesys Voice Portal (GVP) 8.5 and 8.1, Inbound, Outbound, T-Server, Genesys Administrator, ETL, GAD, IVR, ORS, VoiceXML, Oracle, Cisco Call Manager, XML, UML, GSL, Genesys Studio, Visio, Nuance Recognizer, SQL Server, Windows Server 2012, Genesys - Framework (multi media), Voice and Media routing, Genesys Composer.

Confidential, Gainesville, FL

IVR Consultant

Responsibilities:

• Understanding teh requirements and initial project scoping
• Involved in teh migration of Nuance Voice Portal platform to Avaya Experience Portal.
• Involved in modifying teh IVR apps to support new AEP platform.
• Worked on Network Routing.
• Translate teh business requirements into implementation requirements.
• Develop strategies, define architecture, and participate in solution definition.
• Develop high level architecture diagrams, call flow design.
• Analyze and document IVR business rules for call routing and develop logical diagrams of teh existing CTI routing scripts.
• Worked on instrumenting teh code for custom reports.
• Worked on Genesys ORS for handling voice, non-voice and multimedia environments by enabling routing of each media type based on appropriate criteria.
• Task allocation and tracking.
• Design and document high-level functional requirements and low level design documents.
• Project planning, resource calculation, project estimation
• Involve in design reviews for call-flow, class-flow diagrams using UML rational rose tool.
• Define architecture, identifying business requirements.
• Involved in creating teh functional specifications and participate in design sessions.
• Provided technical and developmental methodologies for implementation.
• Developed Natural and directed dialog interfaces on Nuance platform
• Front-end design and validation using HTML, JavaScript.
• Worked on Middle-tier using Jakarta Struts.
• Database interaction using JDBC for Oracle db.
• Involved in Grammar specifications (GSL).
• Setup integration wif RightFax server.

Environment: Avaya Aura Experience Portal 6.1, Voice and Media routing, Speech/DTMF grammars, Inbound, Outbound, VoiceXML, ORS, Java, J2EE, Java Script, Oracle, JSP, Apache/Tomcat, Servlets, Avaya CM, Oracle, XML, UML, GSL, Visio, OSR, SQL Server, Siebel, Windows Server 2008.

Confidential, Detroit, MI

Genesys Consultant

Responsibilities:

• Involved in design reviews for call-flows.
• Responsible for understanding teh requirements.
• Translated teh business requirements into implementation requirements.
• Designing strategies and teh required data structure for call centers wif about 10,000 agents.
• Was involved in both Inbound and Outbound dialing.
• History Reports are generated using Call Concentrator.
• Used Infomart to provide Ad-hoc reports.
• Worked on Upgrade of Infomart.
• Worked wif Call Progress Detection server, Dialogic Cards and Outbound Contact Manager.
• Developed strategies and participated in solution definitions.
• Involved in creating teh Technical System Design documents for teh project.
• Developed high level architecture diagrams and call flow designs.
• Implemented Call flow using IRD.
• Worked on Network routing.
• Implemented CME driven, Database driven routing strategies.
• Designed and implemented web services in J2EE to integrate ERP applications wif routing strategies.
• Worked wif SCI in starting and stopping teh servers and implemented teh Alarm conditions.
• Used Skill Based Routing and Service Level routing.
• Worked wif T-Server and URS logs in troubleshooting teh Agent Problems.
• Troubleshooting teh OCS and CPD Server Logs for Genesys Outbound.
• Generated CCPulse Real-time reports from Stat Server.
• Worked wif Data Source, CC Analyzer, Brio for reporting
• Integrated teh Genesys Outbound and Inbound using G Plus adapter wif Siebel.
• Worked wif G Plus Campaign Synchronization.
• Supported teh Call Center Message Boards using Center Stats Data Collector Service and Genesys Interface Server.
• Involved in configuring Campaigns and calling Lists.
• Implemented a Web Service which will be invoked by teh IVR to populate records in teh Calling Lists.
• Involved in Avaya CM4 Upgrade.
• Developed a custom application to read teh logs from teh UNIX servers using sftp protocol in J2EE.
• Involved in designing and implementing Softphone using Platform SDK.

Environment: C#, Genesys CTI, Telera XML, IVR, VXML, Visual Studio.NET, Oracle Database, SQL, Source Safe, IIS, Cleo(To Integrate wif Mainframe Application), XML, UML, GSL, Genesys Studio, Genesys Voice Platform, Visio, ASR, TTS, T-Server, Universal Routing Server, Call Concentrator, Infomart, IRD, CCpulse, Configuration Manager, CCAnalyzer, Stat Server, SCI, UNIX, Kazimir, OCS, CPD, OCM, Softphone, Web services, Java, J2EE.

Confidential, Charlotte, NC

Genesys Consultant

Responsibilities:

• Involved in design reviews for call-flow and VUI
• Responsible for understanding teh requirements and initial project scoping
• Translated teh business requirements into implementation requirements
• Designed call routing architecture
• Designed and implemented 2 CTI architectures which include Avaya /Genesys TServer platform and SIP Server/Stream Manager platform.
• Implemented queue based routing architecture
• Developed strategies, defined teh architecture and participated in solution definitions
• Involved in creating teh Technical System Design documents for teh project
• Developed high level architecture diagrams and call flow designs
• Developed tools to generate teh CFG for CME from teh VUI Documents using Dom Parsers
• Worked wif CME to generate teh CFG for teh Dialog and Prompt modules
• Installed various components Genesys Components, TServer, UR Server, Config Server, and Outbound Server.
• Developed strategies, defined teh architecture and participated in solution definitions.
• Involved in Planning and designing routing strategies, Implemented Call flows using IRD 7.2.
• Worked on teh Genesys framework.
• Involved in creating teh Technical System Design documents for teh project.
• Developed high level architecture diagrams and call flow designs.
• Worked wif SCI in starting and stopping teh servers and checking teh Alarms.
• Used skills based and Service Level routing.
• Worked wif T-Server and URS logs in troubleshooting teh Strategies.
• Implemented GAD only for teh SIP Platform
• Implemented Genesys Outbound in Predictive mode using OCS, OCM and CPD servers
• Worked wif Genesys Architect to gain knowledge in emphasizing Genesys reporting.
• Used CCPulse+ and Call Concentrator for real-time and historical reporting.

Environment: IRD, Call Concentrator, CCPulse+, T-Server, OCS, SIP, RTP, CPD, Universal Routing Server, Interaction Workflow, Universal Contact History, Knowledge Manager, Stat Server, Solution Control Interface, IVR Server, DB Sever, OCM, Configuration Server, Configuration Manager, GVP, Genesys Studio, UNIX, Kazimir, GAD, Java, Avaya 8710, J2EE.