SUMMARY

• Over 9+ Years of experience in IT industry primarily as a Business Analyst/Telecom/IVR Call center Analyst wif over 6 Years of experience in Requirement analysis, verification and validation, software metrics, Analysis, Design, process tailoring, feasibility analysis, and Quality Management of web - based and standalone applications.
• Implementation of Customer Service Platform Solutions, IVR, CTI, ACD, Call Routing in HealthCare, Insurance and Banking domains.
• Worked on providing IVR infrastructure for various major clients
• Interested in applying my extensive experience and knowledge to meet client needs
• Has extensive experience in contact center technologies, VRU’s, speech application wif key focus ideas on reducing teh call time and improving teh caller experience.
• Has experience in gathering requirements (Performance, Realtime, System) for QueueInfo reporting package to check teh performance of teh Virtual Hold software implementation.
• Having overall understanding of on different components such as Concierge, Rendezvous, webConnect, QueueWatch, QueueInfo.
• Gatheird business requirements for Routing, IVR changes, and Estimated Wait time (EWT) for various Queues to reduce teh wait times for teh callers.
• Sound knowledge of outbound contact center agent desktop applications
• Knowledge of Avaya Contact Routing (Route It & Vectoring)
• Demonstrated ability to analyze data concerning outbound statistics- dialer and contact center agent.
• Subject Matter Expert in Genesys Outbound Contact Environment applications
• Experience wif Teradata.
• Strong experience wif writing complex SQL and working wif Relational Databases.
• Expert in Reporting tools such as Clarity, Crystal Reports and Teradata.
• Microsoft Office (Word, Excel, PowerPoint, Visio, InfoPath & Access) and SQL.
• Experience wif IVR/ Virtual hold and Genesys Outbound.
• Specialized experience wif reporting design and development through automated reporting software such as Crystal Reports, Cognos, Clarity, SQL and Teradata.
• Strong working knowledge in B2B/SOA and SFDC.
• Strong experience writing SQL queries and working wif Relational Databases.
• In-depth knowledge of Software development Life Cycle (SDLC).
• Great understanding of win-win spiral development technique, which is most suitable development technique for current applications.
• Experience in conducting Architecture Review board at each milestone to signal transition from one milestone to another.
• Leaded business initiatives including brainstorming on new functionality for current systems.
• Used Requisite Pro to document requirements, associated change requests wif requirements and connected requirements wif Use cases.
• Used ILOG JRules in business rule management of teh application.
• Created use case scenarios and documents work flow and business process.
• Supported IT unit creating functional specification documents for teh design, development and implementation of strategic projects.
• Interacted wif teh “Users” by interviewing them, by preparing questionnaire and getting feedback.
• Developed teh business and functional requirement specification describing and prioritizing of teh requirements
• Performed teh GAP analysis
• Professional experience in business analysis, operations management and development, design, documentation and testing
• In-depth knowledge of Rup’s iterative Software development life Cycle.
• Excellent experiences in developing USE case scenarios.
• Good understanding in developing Quality management plans which include agile internal reviews, inspections, and formal reviews.
• Excellent in modeling business analysis using UML diagrams such as use case model, class diagrams, activity diagrams, sequence diagrams and collaboration diagrams in Rational Rose.

TECHNICAL SKILLS

• VC++
• C
• C++
• Visual Basic
• JAVA
• TCL
• Pascal
• C#
• VB.Net
• MYSQL
• Siebel 7.x
• POSTGRESQL
• SQL-92
• SQL-99
• Xquery
• MS SQL Server 2000
• PERL
• JSP
• ASP
• ASP.NET
• JAVASCRIPT
• XML
• Crystal reports
• Informatica
• MS ACCESS
• HTML
• Rational Rose
• Rational Robot
• Rational Clearcase
• Microsoft project
• Erwin
• Load Runner
• Win runner
• Silk Tools
• RUP process.

PROFESSIONAL EXPERIENCE

Confidential - Pleasanton

Business Systems Analyst

Responsibilities:

• Managed Enterprise level requirements and standardization of designs to meet business objectives.
• Responsible for gathering and documentation of business and functional requirements.
• Acted as liaison to business and Technical team, performed Gap analysis.
• SDLC Agile model wif Implementation and UAT testing experience.
• Implementation of future state requirements, post deployment support.
• Worked wif CUIC reports, ad hoc reports and SQL reporting queries.
• Created Visio diagrams from ICM Scripts.
• Created requirements documents, call flow Visio diagrams for ICM Scripting team.
• Worked wif clients to validate and document routing configurations.
• Migration of Call Center from legacy systems to Cisco UCCE system.
• Developed and documented medium to high complexity business work flows.
• Developed functional, technical design documents and call flow diagrams.
• Gather business and technical requirements for UCCE telephony platforms.
• Provide clear description of problems and issues for medium to high complexity problems.
• Solve complex problems and develop innovative solutions.
• Identification of technical and design requirements from a business case, customer requirement and design concept.
• Gather reporting requirements and analyze call center components.
• Work wif business, developers, and vendors to define functional requirements and solutions.
• Configured Skill based routing, and application gateways.
• Created test conditions to ensure application meets functionality.
• Worked wif UCCE table structures and metrics.

Environment: Cisco UCCE, IVR, VRU, VUI, Cisco ICM 8.5, CTI, CVP, CUCM, Cisco Unity, ASR, CTI, ACD, TTS, SSML, SRGS, CCXML.

Confidential - Santa Clara, CA.

Sr. Systems Analyst

Responsibilities:

• Gatheird business and functional requirements for UCCE system.
• Integration of UCCE System wif Cloud CRM.
• Analysis of current call flows, routing and recommendations.
• Performed UAT on Call Center Migrations.
• Created CUIC reports, scheduled reports and adhoc reports.
• Created BRD’s around CTI enactments and improvements to CTI
• Provided Cisco IPT and Unified Communication Solutions including Call routing, Skill based routing, IVR, Cisco Finesse, Cisco ICM .

Environment: Cisco UCCE, IVR, VRU, Cisco ICM 10.0, CTI, CVP, CUCM, Cisco Unity, ASR, CTI, ACD, TTS, SSML, SRGS, Agile, Jira, Product Owner, SQL Server, CUIC Reports, Cisco Finesse, ServiceNow Cloud Platform.

Confidential - Walnut Creek, CA

Business Systems Analyst

Responsibilities:

• Managed Enterprise level requirements and standardization of designs to meet business objectives.
• Responsible for gathering and documentation of business and functional requirements.
• Acted as liaison to business and Technical team, performed Gap analysis.
• SDLC Agile model wif Implementation and UAT testing experience.
• Implementation of future state requirements, post deployment support.
• Worked wif CUIC reports, ad hoc reports and SQL reporting queries.
• Created Visio diagrams from ICM Scripts.
• Created requirements documents, call flow Visio diagrams for ICM Scripting team.
• Worked wif clients to validate and document routing configurations.
• Migration of Call Center from legacy systems to Cisco UCCE system.
• Developed and documented medium to high complexity business work flows.
• Developed functional, technical design documents and call flow diagrams.
• Gather business and technical requirements for UCCE telephony platforms.
• Provide clear description of problems and issues for medium to high complexity problems.
• Solve complex problems and develop innovative solutions.
• Identification of technical and design requirements from a business case, customer requirement and design concept.
• Gather reporting requirements and analyze call center components.
• Work wif business, developers, and vendors to define functional requirements and solutions.
• Configured Skill based routing, and application gateways.
• Created test conditions to ensure application meets functionality.
• Worked wif UCCE table structures and metrics.

Environment: Cisco UCCE, IVR, VRU, VUI, Cisco ICM 8.5, CTI, CVP, CUCM, Cisco Unity, ASR, CTI, ACD, TTS, SSML, SRGS, CCXML.

Confidential - Bloomington, IL

Sr. Business Systems Analyst

Responsibilities:

• Profound experience in gathering business and technical requirements for multiple telephony Platforms.
• Worked on CUIS, Contact Center reporting requirements and analysis.
• Developed functional, technical design documents, call flow diagrams and VUI design documents.
• Responsible for development and delivery of new Cisco System to replace Avaya telephony system currently in use for assigned LOBs.
• Collaboratively worked wif all roles of each project team to ensure valid tasks, dependencies, resources, durations, etc.
• Performed services for implementation projects in teh areas of requirements gathering, business process review, technical solution design, project management, configuration, system testing and end-user training.
• SME for NICE related projects, installations, maintenance and change management processes.
• Provide and evaluate proactive NICE System Health Checks and Reports on a daily, weekly and monthly basis. Work wif development team supporting varying applications and systems dat interface wif teh
• Proactively participate in strategic “path forward" discussions/meetings.
• Managed project minutes, issues, risks, schedules and reports
• Identified technical and design requirements from a business case, customer requirement, design concept.
• Made Current State Summary (CSS), Business requirements, Future State Requirements(FSR) documents,
• Worked closely wif Business, Developers, and Vendors to define detailed functional requirements for project.
• Prioritized and managed requirements based on business needs and customer expectations and time restraints.
• Pulled existing VDNs, Vectors, and Skills from Avaya System.
• Made corresponding Call Types, Scripts, and Skills in ICM system.
• Designed Call Flow for ICM routing, converted Avaya Vectors to ICM routing Scripts.
• Wrote ADD (Application Design Documents), to has information about Skill name, Call type, Warm Transfer files.
• Designed Routing Scripts, Admin Scripts, Meeting Scripts, TOD scripts, Activation Scripts.
• Worked on Network Interface Controller (NIC), c Gateway (PG) & Peripheral, Network Trunk Group (NTG) & Trunk Group, Skill Groups (SG), Services, Agents, adding Agents to Skill Groups, Enterprise Service, Enterprise Skill Group, Call type, Dialed Number (DN).
• Worked in Configuration Manager to configure new skills, Agents, Call Type, Dialed Numbers.
• Developed ICM routing scripts in Script Editor.
• Worked on Call Type Manager component of Script Editor to assign scripts to a Call type.
• Worked on Call Type Association component of Script Editor to find numbers associated to Script and associated Call Type for analysis.
• Cisco Unified Communications Manager(Call Manager), made Dial Plan (Directory Numbers, Route Pattern, Translation Pattern),
• Made Route Pattern, Partition, Call Search Space.
• TFN, PSTN, Sprint Carrier allocates traffic to Dallas, Atlanta, Phoenix Centers, each center has eight routing clients, call arrives on a routing client. Configured TFN on each routing client to receive traffic, Mapped TFN to a call type, call type to ICM Script, dat creates communication to CVP Media Servers plays announcements and finally routes call to a skill group.
• Translation of TFNs to Non-DIDs (1009#) before routing to a Call Type/ Peripheral

Environment: Cisco ICM 8.5, Cisco CTI, CVP, UCCE, CUCM, Cisco Unity, Avaya, Avaya Dialog Designer, S8730, S8720, S8500, CMS Supervisor R16-16.3; ACD, PBX, HP Quality Center 10.00, IVR, PBX, NICE 3.2, SQL Server, Call Flows, Microsoft Visio, Microsoft office (Word, Excel, PowerPoint)

Confidential - Richmond, VA

Business Systems Analyst

Responsibilities:

• Defines solutions (requirements, designs, services, recommendations) to business/systems problems and owns teh integrity of teh solution through customer acceptance and final disposition of solution.
• Worked wif management, users, and information technology professionals to create high-level conceptual solutions to business problems
• Gatheird requirements from call center managers regarding call classifications, call flow, targets, customer experience. Call reporting and recording requirements.
• Gatheird requirements for CUIS and CMS reporting tools, detailed analysis on call volume, abandoned calls, AHT and other call components.
• SME for migration of NICE 3.2 to NICE 4.1. Worked closely wif NICE team on teh migration project.
• Develop and Improve processes and procedures for teh Dedicated Support Engineers team, including rules of engagement, Dedicated Support Engineer process, Roles and Responsibilities, escalation procedures, backup procedure, communication process, individual performance measurements, Operational KPIs, etc.
• Identify new opportunities to streamline system monitoring and alerts leading to TEMPfewer business impacting issues. Generate NICE Call recording and Analytic reports to identify environmental trends and to assist wif capacity planning (Storage server monitoring).
• Maintain documentation on Call Recording Disaster Recovery Plans
• Worked on NICE IEX Workforce Management.
• Developed functional business requirements, system requirements, technical design and test plan. Implementation of applications and SME support for Post production incidences.
• Designed IVR call flows to increase Self Service Capability/Mitigation and better customer experience/interaction wif teh IVR.
• Designed IVR exit points and assigned codes to exit points as per customer intent to route call to right agent groups.
• Integration of IVR wif other Call Center Infrastructure like RTM (Real Time Messaging), TTS, Speech Recognition, CTI, and ICM.
• Worked on Cisco ICM to classify calls based on different attributes and then routing those calls to business identified targets /agent groups through Avaya.
• Worked on Call Flow in Avaya System.
• Build VDN’s, Vectors and Skills in Avaya System.
• Worked wif business managers for agent management, building Agent Skill Matrix (ASM) and assigning skills in CMS.
• Analyzed Agents, VDNs and Skills in CMS system.
• Supervised migration of Call Center from legacy Nortel Systems to Avaya System.
• Made Test Plan, Test cases, worked wif Testers to run test cases and recording results in Quality Center. Responsible for requirements coverage, defect fix and regression testing.
• Worked on NICE Perform system for call recording and analysis; build recording requirements, set recording rules on VDNs and Agent ID’s.
• TFN Resporg, VOIP, TDM (Time Division Matrix), VoIP Gateway, SIP, Voice Application Server, Voice XML application, HTTP Cache Server, Speech Recognition, TTS, CTI, Cisco VRU Peripheral Gateway(PG), Cisco ICM, Routing Label.

Environment: Microsoft TELLME, Platform Central, Extranet; CISCO-ICM, CISCO CTI, AVAYA S8700, PBX, ACD (Virtual ACD), IP Toll Free, PBX,SIP, HP Quality Center 10.00; salesforce.com, CMS Supervisor R16-16.3; NICE Perform R3.2, 4.1; IVR Call Flows, Microsoft Visio. Microsoft Office (Word, Excel, PowerPoint).

Confidential - Irving, TX

Telecom/IVR Business Analyst

Responsibilities:

• Designed Call Flow and Call Flow Diagrams.
• Developed and documented UI designs.
• Responsible for development of DRC Voice Portal.
• Worked on Voice, Data and Video networks.
• Analyze data, metrics and applications designs.
• Analyzed Verizon’s IVR systems and Voice Portal Systems.
• Worked on TTS, Speech recognition and Nuance Systems.
• Develops IVR test plans, test scripts and test migration strategies.
• Analyze and define system requirements for IVR applications.
• Gatheird teh Business requirements for Virtual hold implementation
• Make aware of various configurable system variables to non business community which has potential to effect teh entire system in General.
• Having overall understanding of on different components such as Concierge, Rendezvous, webConnect, QueueWatch, QueueInfo.
• Prepare functional design and technical design documents.
• Design and implement solutions dat integrate teh IVR, ACD and CTI.
• Interaction wif teh Management and Business End Users to identify teh reporting Requirements
• Audio recording sessions and tuning recommendations.
• Analyze and document IVR business rules for call routing and develop logical diagrams of teh existing CTI routing scripts.

Environment: Genesys Voice Portal (GVP), Genesys SIP Server, Genesys InfoMart, Visual Sciences, Unix, JAVA, XML, VXML, IVR, CTI, ASR, TTS, PBX, CVS, Visio, PBX, MS Project, Oracle, UML, GSL, UML OOAD, CVS.

Confidential - San Antonio, TX

Telecom Analyst/Genesys

Responsibilities:

• Being Voice Channel Management (“VCM”) Genesys Analyst worked wif Confidential VCM, Marketing, Lines of Business and IT personnel to deliver quality outbound voice channel solutions for Confidential .
• Reviewed documentation regarding Confidential ’s Genesys dialing policies & procedures and system configuration of outbound campaigns.
• Interviewed contact center managers and associates, EBO & IT personnel & marketing staff, conducted Q&A sessions, and attended weekly project and business strategy meetings.
• Provided gap analysis and recommendations for improving Confidential ’s use of teh Genesys Outbound solution.
• Gatheird business & marketing requirements for new or existing outbound campaigns.
• Reviewed documentation regarding Confidential ’s Genesys dialing policies & procedures and system configuration of outbound campaigns.
• Gatheird requirements (Performance, Realtime, and System) for QueueInfo reporting package to check teh performance of teh VH software implementation.
• Act as primary point of contact & IT liaison for a single line of business’ outbound operations. Serve as back-up advisor for other lines of business, as needed.
• Designed and documented high level functional requirements and low level design documents.
• Project planning, resource calculation, project estimation.
• Involved in design reviews for call-flow, class-flow diagrams using UML rational rose tool.
• Created outbound configuration objects in Genesys Outbound Contact environment. Analysis on current predictive and progressive dialer strategies.
• Provided intra-day management support of active dialer jobs.

Environment: Genesys Outbound, Genesys Voice Portal (GVP), Genesys SIP Server, Genesys InfoMart, Dialer, Predictive Dialer, IVR, Avaya CMS, VXML, Visio, MS Project, Oracle, XML, UML, GSL, CTI, PBX, UML OOAD, CVS, SQL, DOM, ASR, TTS, JNI, Voice Channel Management, Visio, UNIX/Linux, Sharepoint.