PROFESSIONAL SUMMARY:

• Over 8 years of IT experience in IVR, Call Studio Cisco (CVP), Interactive Voice Response (IVR), JAVA,, Genesys Framework and GVP. Involved in complete SDLC including analysis, design, development, testing, implementation & maintenance of application software. Experience in Cloud platforms and orchestration server.
• Developed and integrated new or existing applications into the technical infrastructure and existing business processes.
• 8 years experience in Cisco Call Studio. Developed many Cisco CVP (Customer Voice ) applications
• Experience with the development of Cisco CVP (Customer Voice Portal ) applications
• 7 years of experience with Nuance and Cisco CVP Development
• Speech Soft skills, Team player and Problem solver
• 4 years in CTI, GVP, Work force Management (WFM) and orchestration server
• 3 years of experience in Nice IEX and Avaya call management system.
• Experience in Genesys composer
• Developing ICM Scripting and integrating ICM script with IVR.
• Specialized in the area of Computer Telephony Integration (CTI), Universal Routing Server (URS), IRD, T - Server and Stat Server.
• Worked with RDB and OpenVMS.
• Good skills in SQL Modules, VaxC, DecC and DecVoice
• Experienced in using speech technologies like VXML to develop speech systems.
• Proficiency in analysis of speech systems requirements to transform them to a Voice user interface (VUI) design.
• Designed systems using different modes like mixed initiative mode and directed dialog mode.
• Good Experience in Nortel VOIP, Avaya and Aspect ACD environment.
• Worked with the design team to implement and test new applications and scripts in the ICM design and production environments.
• Involved in complete Software development life cycle, which includes client interaction, design, development, testing, implementation and support.
• Lead the CTI support team by guiding my peers to the proper troubleshooting paths and acted as the final level of support before involving the vendors.
• Communicated with various telecom vendors, service partners, and outsource providers for support of our call center infrastructure.
• Experienced in working on both Oracle and SQL Server databases
• Proficient working in Oracle 10gdatabases using SQL & PL/SQL (Stored Procedures, Functions, Packages and Triggers)
• Document data flow diagrams, Process flow, Business Impact and technical designs for reference and maintenance
• Extract, Transform and Load legacy data into Data warehouse and develop analytical SQL queries to generate reports using data in Data warehouse and Data marts
• Highly motivated, effective team player with strong analytical and excellent communication skills
• Experience in providing production support and provide critical and normal patches for technical and business related bugs

TECHNICAL SKILLS

Tools: CVP 10.0, Eclipse mars, SIP, VoiceXML, CTI, IVR, VoiceXML, ASR, URS, IRD, T-Server, Stat Server, GSL, Speechworks, CTI, Framework, Call Concentrator, CC Pulse, call center process, Component Design; C/S and Multi-Tier Computing; Web GUI design, Avaya, Nuance, Aspect, CCXML, ACD, ScanSoft, SpeechWorks, Natural and directed dialog development

Databases : Oracle 11g/10g/, SQL Server 2005

Reporting Tools: Crystal Reports XI,Actuate 9, SQL Server

Other Utilities: Toad 10.1.1.8, PL/SQL Developer, Visual Source Safe, PVCS, CVS, HP Quality Center, AscentialVersion Control, Starteam,Control-M

Operating Systems: Sun Solaris, Red hat Linux, UNIX and Windows NT

PROFESSIONAL EXPERIENCE

Confidential, Miami, FL

IVR Contact Centre Software Engineer

Roles and Responsibilities

• Supported delivery of service programs to major Cisco customers
• Performed analysis of complex network designs.
• Provided remote and onsite deployment support
• Performed diagnosis of complex networking problems
• Worked on Cisco UCCE/CVP 10.0
• Worked on Java/Web-services programming and in-depth experience with relational database technologies.

Confidential, Omaha, Nebraska

Senior IVR Engineer

Roles and Responsibilities

• Create, review and design high level functional or technical specifications to ensure design/functionality in line with the customer requirements
• Experience with Nuance and Cisco CVP Development
• Provide technical or functional guidance to project or work teams as needed within a specific discipline.
• Test IVR applications around call flow verification, call quality, functionality, usability and other metrics
• Work with Project Managers and validate requirements and context
• Test multiple applications with an ability to work on several projects simultaneously
• Troubleshooting and problem solving skills to lend insight into production incidents quickly and/or to test quick IVR workarounds
• Configured home page for the callers by using VXML
•  Hands on with in-depth understanding of Genesys GVP 8.x Architecture, Installation, Configuration, Management, and Troubleshooting.
•  In-depth understanding of Nuance recognizer/vocalizer Installation, Configuration, Management, and Troubleshooting.
•  Experience administering Windows Server 2008 as it relates to the GVP 8 environment.
• Strong communication skills in working directly with clients.
• Have Call Center experience and understand overall Call Center concepts
• Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations
• Experience in Nuance ASR and TTS Experience in working on Database
• Working with Genesys Framework, Genesys Outbound Solution, Witness, Genesys Voice Portal 7 (GVP), Interactive Voice Response (IVR), Info Mart and Genesys Agent Desktop (CTI/Softphone) in day to day activities
• Deployed and Supported CVP Call Studio Applications on the VXML Server and troubleshot issues if any
• Created routing strategies, work flows, business process, KV pairs for routing.
• Used speech technologies like VXML to develop speech systems

Confidential, Manhatten, NY

IVR/Genesys/CVP

Roles and Responsibilities

• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skillsets, Agent IDs).
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Involved in designing and implementing Softphone using Genesys Agent Desktop.
• Worked with T-Server and URS logs in troubleshooting the Strategies.
• Worked with Nice IE and Avaya CMS.
• Using WFM’s to optically plan and dispatch various functions like - demand management, workforce management, workforce dispatcher and mobile solutions.ice
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting.
• Used CCPulse+, Call Concentrator and Infomart for real-time and historical reporting.
• Maintaining Genesys CTI product suite (CIM Framework, GVP, Routing)
• Involved in delivering projects using Genesys GVP components of version 7.x, 8.x (GQA, VCS, RM, MCP, IVR T Server, CTI Connector etc.)
• Have Call Center experience and understand overall Call Center concepts
• Exposure to Call Routing/Strategy Capabilities, CTI, and T-Server operations
• Experience in Nuance ASR and TTS Experience in working on Database
• Created and modified bilingual IVR applications using VXML elements to achieve multi-doc application
• Responsible for understanding the requirements and initial project scoping
• Translated the business requirements into implementation requirements
• Experienced in using speech technologies like VXML to develop speech systems
• Involved in creating the Technical System Design documents for the project
• Developed high level architecture diagrams and call flow designs
• Analyzed and documented IVR business rules for call routing and developed logical diagrams of the existing CTI routing scripts
• Administer CTI Applications
• Development of application in open source VXML
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Was responsible for developing Enterprise level IVR applications using VXML
• Developed and implemented custom CC pulse+, CC Analyzer and Call Concentrator
• Involved in planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and Time zones) for the project.
• Maintained and extended VXML for a voice application
• Completed skills based routing applications using Genesys Interaction Router
• Designed and developed Open Speech Recognition (OSR) and Speechify (TTS) applications using Genesys Voice Platform

Environment: CVP 10.0, Eclipse mars,Genesys FW 8.0/8.1, GVP 8.0/8.1, SIP, Genesys WFM, Nice, Nuance, Kazimir, Oracle 10g, SQL, PL/SQL, SQL*Loader, MS Access, TOAD, Java Script, UNIX, Windows XP/2000.

.Confidential, San Jose, CA

IVR Developer

Responsibilities:

• Collect business requirements, JAD sessions, and writing technical design document.
• Experience in Cisco Call Studio. Developed many Cisco CVP (Customer Voice ) applications
• Worked with the development of Cisco CVP (Customer Voice Portal ) applications
• Worked with Nuance and Cisco CVP Development
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers
• Setup, installation and maintenance of CTI Environment for voice and email routing.
• Created general infrastructure for Genesys framework and CTI support for call center
• Involved in writing routing strategies and setting up Genesys URS. The routing (intelligent routing) is based on the skill based routing defined for each of the group. Also involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.
• Created routing strategies, work flows, business process, KV pairs for routing.
• Integrated Siebel Call center application with Genesys softphone and CTI features using Siebel Genesys GPlus adaptors.
• Measure, monitor, and manage ACD performance and take appropriate actions based on the results.
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Implementation of Agent Desktop Screen pops.
• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skillsets, Agent IDs)
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Developed and implemented custom CC pulse+, CC Analyzer and Call Concentrator
• Involved in Planning the strategies according to the requirements (i.e. agents, Geographic location, customers, Time zones) for the project
• Involved in Creating and Testing routing strategies using IRD(GUI)
• Completed skills based routing applications using Genesys Interaction Router

Environment: Genesys - Framework(multi media), Voice and Media routing, Universal Routing Strategies using IRD, URS, CCPulse, CCAnalyzer, Statserver, Genesys Voice Portal (GVP), Inbound, Outbound, T-Server, IXN-Server, UCS, Email Server Java, StatServer, Call Concentrator, CME, SCI, DMA, ETL, GAD, IVR, VoiceXML, Oracle, Apache/Tomcat, Aspect, Oracle, XML, UML, GSL, Genesys Studio, Visio, Scansoft platform, OSR, SQL sever, T-Server, Call Concentrator, Siebel, Windows Server2003.