PROFESSIONAL SUMMARY

• 7+ years of experience in IT industry in Software Analysis, Design, Development, Testing, Deployment and Maintenance in Contact Center space. Seeking Highly Challenging, Responsible assignments in Application development and support.
• Ability to track call from Switch to Agent Desktop. Trace call flows through SIP server, ORS, URS, Start server logs.
• Well Experienced in design and development of SCXML based Routing workflows (Voice/Email/Chat) using Composer, Deployment, Enhancement as needed.
• Experienced in development of Java based Genesys PSDK Tool to connect to Config Server and stat server and retrieve Objects and statistics for Queues, Agent group, Agents.
• Well experienced in Genesys administrator - Configuration of Switch, DN’s, DN Groups, Agent group, Agents, Transaction objects and changes as needed.
• Thorough understanding of Genesys framework and integration with applications such as Avaya AES, Avaya IVR, NICE Call Recording, NICE WFM.
• Experienced in configuration, installation and upgrade of Genesys 8.1/8.5 software.
• Experienced in troubleshooting Voice/Email/Chat routing issues.
• Troubleshooting call routing issues, Reading through T Server, ORS, URS, Interaction server, Chat Server, Email server logs and analyzing interaction flow.
• Build and Release Management for the applications and enforcing of the standards of Release Management for SVN and GIT
• Well Experienced on IVR call flow design and development using AVAYA MPS developer, Avaya Dialog Designer.
• Experienced in IVR application support, Analyzing call flows and identifying issues caused by application, Data or environmental and providing appropriate fix.
• Proficiency in Database Programming using MS SQL and creating stored procedures.
• Well Experienced in Implementation and support of NICE Call Recording, NICE IEX, NICE Coaching Performance Tool, NICE Real Time Impact, and Symon.
• Experience in integrating NICE call recording system with Avaya AES, Genesys T Server, Aspect Contact Server, Cisco CUCM and troubleshooting on integration issues.
• Well experienced in troubleshooting various type of Recording, Playback, Application, IA Analytics, DMCC, TSAPI issues and providing solutions.
• Well versed with NICE Database and custom reporting, built internal monitoring tool which is more robust than NICE Supplied Sentinel and can alert on different types of system failures and recording issues.
• Quick learner and excellent team player, ability to meet deadlines and work under pressure

TECHNICAL SKILLS:

Web Technologies: VXML, JSP, Servlet, JavaScript, Web services, SOAP, WSDL,TCP/IP

Frameworks: Genesys Framework, Spring, Hibernate

Middleware Technologies: JMS

IDE: Eclipse, Genesys Composer

Markup Languages: HTML, DHTML,XML

RDBMS/ Databases: Oracle 8i/9i/10g/11g, SQL Server 2000/2005/2008

Web/App Servers: Tomcat, WebSphere Application Server

Build Tools: MAVEN,ANT

Version Control System: SVN, GIT

Testing Tools: Junit, SOAP UI

Software Products: Genesys 8.1/8.5,NICE Call recording 3.5/4.1, NICE IEX WFM 3.12/4.6, CPT 4.2, RTI 4.9, Avaya AES

Operating Systems: Windows server 2003, 2008, Solaris 10, Linux

WORK EXPERIENCE

Confidential

Contact Center application development

Responsibilities: 

• Participation in requirement gathering meetings with business to understand the requirements. 
• Developing applications using Genesys Composer 8.1and JavaScript
• Genesys configuration changes using Genesys Administrator, CME.
• Worked on troubleshooting issues looking at ORS, URS logs, T-Server logs.
• Working in Genesys Administrator to provision, deploy and monitor the applications and configuration changes. 
• Building, testing, upgrading and maintaining call routing strategies.
• Developed Genesys PSDK Java application which connect to Config and stat server and collect Queue, Agent group, Agent specific statistics which then present statistics in WebUI.
• Installed and configured Genesys SIP, Genesys Chat solutions.
• Providing Level 3 production support and deploying hotfixes for NICE Interaction Management and NICE Workforce Management.

Environment: Windows 2003/2008, MS SQL 2005/2008, Genesys Interaction Management - Voice, Chat,Email. NICE call recording 3.5/4.1, NICE WFM 6.3

Confidential

NICE Engineer

Responsibilities: 

• Enable and support end-to-end multimedia encryption for recorded interactions and renew certificate time to time.
• Daily health check and monitoring on Call archival, DB jobs, call recording.
• Troubleshooting/root cause identification/resolution for Call recording/Archival/Playback related issues.
• Troubleshooting integration related issues with Avaya AES, Genesys CTI, and Aspect Call Center.
• Troubleshooting desktop related issues for NICE call recording/IEX WFM application.
• Working with vendor in production issue analysis and hotfix development.
• Hotfix install/Update pack installation and post installation support.
• Set up Interaction Analytics and support on indexing, transcription, Monitoring/Discovery Category related issues.

Environment: Windows 2003/2008, MS SQL 2005/2008, NICE call recording 3.5/4.1, NICE WFM 3.12.6/4.6,NICE RTI 4.9.

Confidential

IVR Developer

Responsibilities: 

• Work on application code changes for both peripro and VXML.
• Work on defects raised by the testing team during releases.
• Fix production issues post release.
• Analyze customer complaint and provide resolution.
• Develop Web application for the LOB.
• Writing UNIX scripts for running jobs.

Environment: Java, J2EE, HTML, CSS, JavaScript, Spring 3.0, Tomcat 7.0, Oracle 10g, WSDL API’s, JUnit, Log4j,Unix/Linux, Eclipse,Maven,Subversion