SUMMARY:

• Working in the field of IT as an IVR and Call Center domain professional for around 8 years.
• Worked on the Avaya Experience Portal 6.0, Genesys Voice portal 6.5/7.6/8.1, EVIP (Edify voice interaction platform) and Voxeo platform along with other platforms which supports W3C standards like VXML, CCXML, GRXML and SCXML.
• Excellent experience in the IVR applications design, development and issues troubleshooting which require dynamic VXML generation.
• Excellent in VUI (Voice user interface) design and implementation.
• Excellent in outbound application design and development using CCXML which requires integration with other enterprise applications.
• Worked on the Banking and Healthcare domain applications extensively.
• Experienced in C#, ASP.Net, Java, JSP and Servlet, JavaScript web development technologies.
• Good experience in relational database systems like oracle, DB2, SQL Server, MY SQL.
• Undertaken the Genesys Training and worked on the Tools development using the Genesys SDK’s like Agent SDK, Configuration Server SDK, Statistics Server SDK etc.
• Worked on the GVP composer IDE, which is introduced by Genesys in the version 8.0 for the IVR development.
• Hands on experience on other Eclipse based IDE such as Avaya Dialog Designer, Intervoice voice platform, Voice Objects etc.
• Experience in integrating IVR application with different backend systems and data sources such as web services, mainframe and other relational database systems.
• Good experience in integrating IVR system with CTI systems.
• Excellent in self - learning and adopting new technologies which comes across the way while working on projects.

TECHNICAL SKILLS:

Programming Languages: Java, JSP, Servlet, VXML,CCXML, T-SQL, Java Script, PL/SQL, GRXML, ASP.Net, C#

Databases: Oracle, SQL Server, IBM DB2, MY SQL

IVR Platforms: Avaya, Genesys 6.5/7/6/8.1, Edify 10.2, Voxeo, Intervoice Media Server 3.0.2, Intervoice Voice Platform ( IVP )

IVR Tools: Nuance Speech Recognizer, Speechworks Speech Reco, Real Speak TTS Engine, Genesys IRD

Java IDE and Servers: Eclipse, NetBeans, IBM RAD, Tomcat, Websphere, JBOSS

Other Tools: IBM Clear Case, PVCS, Perforce, JIRA, IBM Clear Quest, Oracle CCOD

Operating Systems: Windows 98/NT/2000/2003,Unix

PROFESSIONAL EXPERIENCE:

Confidential, LA

IVR Developer / Architect / Manager

Environment:Genesys 6.5/7.6/8.1 ( Hosted ), VXML 2.1, GRXML, Nuance, OSDM, Asp.Net, C#, XSL, SOA, SOAP Web service

Responsibilities:

• Leading the IVR design and Maintenance Activities.
• Leading IVR upgrade activities to Genesys 7.6 and 8.1 platforms.
• Interacting with business partners to understand the requirement on regular basis.
• Conducting design and code review of the other developers work.
• Working with service, database and telecom teams to deliver the projects.
• Resolving the issues during all the different phase of testing as well as production issues.
• Providing the deployment support.

Confidential, LA

IVR Developer / Architect / Manager

Environment:Avaya Experience Portal 6.0, Genesys 6.5 ( Hosted ), VXML 2.1, CCXML, .Net, C#, SOA Web service, SOAP Web service

Responsibilities:

• Interacting with business clients to understand the requirement.
• Designed and developed the outbound call Manager service responsible for providing the call queuing mechanism and to generate the outbound call using the Avaya Experience Portal.
• Design, development of the outbound Reload VXML IVR.
• Analysis of the existing system to understand the outbound ports requirement.
• Configured the application on the Avaya Portal for the DEV, QA and Production environments.
• Enhancement to the Existing Reload IVR.
• Resolving the issues during all the different phase of testing.

Confidential - MI

IVR Lead

Environment:Avaya, Edify, VXML, Java, JSP, Servlet, Java Script, Tomcat, IBM DB2, Mainframe, Nortel Symposium ACDCisco Switch, Unix

Responsibilities:

• Interacting with business clients and BSA’s for the requirement’s discussions.
• Design, development and enhancement of the VUI call flows.
• Updating call routing as per the Business requirement.
• Delegating task to offshore team, taking regular update and tracking the status of the tasks.
• Resolving all the IVR production issues, working with AT&T and other network team for issues resolution.
• Worked with the team of solution Architects to provide Comerica a system for their IVR setup in case of disaster (DR system).

IVR Lead

Environment:Voxeo, VXML, CCXML, Java, JSP, Servlet, Java Script, Tomcat, MSSQL server, Asterisk PBX, CISCO VOIP Phone

Responsibilities:

• Designed, developed and enhanced the VUI call flows.
• Designed and developed the call routing using CCXML with Voxeo server and Asterisk PBX.
• Designed database to hold the dynamic Menu and VXML details.
• Developed Java components to generate the dynamic menu and VXML.
• Tested and deployed the application on tomcat server.

Confidential

IVR Technical Lead

Environment:Genesys CTI, Edify 10.0, VXML, GRXML, Java, JSP, Servlet, Java Script, Tomcat, Nuance speech recognizer, Oracle 9i, IRD

Responsibilities:

• Interacted with clients and BA’s for the Business Requirements discussions.
• Designed, developed and enhanced the VUI call flows.
• Developed the database scripts to support the dynamic database menus.
• Developed the re-usable components and Utilities.
• Made call routing changes as per the Business requirement.
• Configured the Nuance grammar packages for the IVR.
• Helped other team members to solve the issues and deliver the task on time.
• Prepared the test case documents, tested the applications and documented the results.
• Provided solution of the issues raised during the SIT and UAT testing.

IVR Developer

Environment:Edify 10.2,VXML, ASP.Net, C#,SQL Server 2000\2005

Responsibilities:

• Installation and configuration of the Edify Platform along with all the required components.
• Designed and Developed VXML call flows, integrated them with web services.
• Developed web service using C# which is compatible with ITI standards. It supports the two way message communication using Sockets. Using this web service layer, IVR application communicates with the bank database.
• Integrated the web service with the IVR using the SOAP. Web Service returns the data as well as events to the IVR based on the data return from the HOST system and this data and events are used by the IVR to decide the flow of the application.
• Developed data Backup and data restore utility using SQL Server 2000 and SQL Server 2005.
• Deployed the application on the Client’s system (Live system). Configured the application and was in touch with client during the UAT. Successfully resolved all the issues raised by the client(s) during their testing effort.
• Worked with financial Vendor’s (Fiserv, Symitar) team to make the better understanding of their product.
• Successfully Installed the MTC (Media telephony core) server. This server includes OSR server and TTS Server. MTC is having three browsers with in it, VXML browser to process the VXML files, CCXML browser to process the CCXML files and SCXML browser to process the SCXML files.

Team Member

Environment:Asp.Net, C#.Net, SQL Server 2000

Responsibilities:

• Designed and developed the user interface
• Coding of Various Modules.
• Developed stored Procedure, indexes and triggers to enforce business rules.
• Involved in the designing and development of reports.

Team Member

Environment:Asp.Net, C#.Net, SQL Server 2000

Responsibilities:

• Designing of the user interface
• Coding of all the different user modules.
• Designed the Database for the application
• Developed stored Procedure and implemented indexes
• Involved in the designing and development of reports.