SUMMARY:

• Skilled ITDelivery lead with deep technical and delivery expertise in Contact Center Transformation; Managed various Mega scale end to end contact center transformation projects; Led full life cycle implements from RFP generations to creating Business & Functional requirement through the delivery of the project and its transition into the live environment, along with Post Production support.

TECHNICAL SKILLS:

Applications: Cisco UCCE/ICM, SAP CRM/ECC 5.x, Siebel CRM 7.x, Epiphany CRM, Genesys CTI v7.x, Speech recognition software (Nuance, Speech works)

J2EE Application Servers: IBM s WebSphere, BEA System s Weblogic, Apache Tomcat, Allaire JRUN

J2EE Tools: IBM Struts, Jakarta Ant, WebSphere Application Developer Studio

Programming Languages: Java, C, C++, Basic, Perl, PL/SQL

Operating Systems: Sun Solaris, SCO, Linux, Microsoft Windows 95/NT/XP/2000

Database: Oracle 11i, SQL Server

Database Tools: TOAD

Version Control tools: CVS, Visual Source Safe, Harvest

Bug Tracking tools: Rational Clear Quest, Web Tracker, eRoom

Performance testing tool: Mercury Load Runner, Empirix Call Hammer

PROFESSIONAL EXPERIENCE:

Manager, Accenture

Confidential

Responsibilities:

• Conduct and Participate in stakeholder interviews, analyze processes, and review documentation to build current state operating model.
• Provide technical expertise in capturing Current State Operating model for Telephony solution components for the Mortgage Line of Business
• Direct team with expertise in creating Target Operating model to support migration of de - centralized telephony components to a centralized architecture
• Guide team in creating a roadmap to identify prioritization of changes and realization of maximum benefits for moving to the new Operating Model.
• Solution Delivery Lead - Largest Auto-Home Insurance Service Provider
• Responsible for leading the all Phases of Contact Center Transformation across multiple zones. Key activities included: Project Kickoff, Team mobilization (12 onshore and 4+ offshore), Planning Analysis and Design Phase (Business Process Discovery and Design), Creation and Management of Project work plans, Creation of Estimates and Project costs, Creation and managing weekly status meeting and status reports, Managing weekly budgets and forecasts, lead and support team in resolving weekly design issues. Coordinate activities with Corporate Technology Office and Zones to facilitate creation of design that meets Enterprise standards and is accepted by all End Customers (Zones)
• Responsible for Onshore/Offshore Solutions (Design, Development and Testing) Factory for multiple work streams. Key Responsibilities include managing work pipeline and deployment schedules, resource planning and staffing, managing Development, Unit testing and System testing work and resources (4 onshore, 30+ offshore), production deployment and post cut over Day 1 support
• Started Offshore Design Factory to reduce delivery cost and increase operational margins.

Confidential

Responsibilities:

• Accountable for the planning and delivery of Analysis Phase - School Services Work stream, Responsible for communicating Weekly status to the Program Leadership, manage Stakeholder expectations across various work streams, Identify improvements for current processes and manage creation of a phased release plan, Responsible to identify and track dependencies on other work streams, Responsible for the career development of team members (, supervision, evaluation), Responsible to Manage Risk, Issues, Schedule, Resource and Budget (Actual and Forecasting).

Solutions Delivery Manager

Confidential

Responsibilities:

• Responsible for leading the Analysis Phase for Self Service applications, Call Routing and Reporting work streams. Key activities included: Project Kickoff, Team mobilization (6 onshore and 20+ offshore), Creation and Management of Project work plans, Creation of Estimates and Project costs, Creation and managing weekly steering committee meetings and status reports, Managing weekly budgets and forecasts, lead and support team in resolving weekly design issues.
• Responsible for leading the delivery of the Design Phase and Build Activities for Self Service applications, Call Routing and Reporting work streams. Key activities included: Creation and managing weekly steering committee meetings and status reports, Reviewing Project work plans, RAID’s, Weekly Financials (Actual, Forecast, Resourcing, Expenses), Creation of Impact Assessments for CR’s and managing the end delivery of approved CR’s, Leading team to resolve technical and non technical design issues, Providing Technical expertise to identify alternate options to issues/risks to meet Project milestones.

Contact Center Lead

Confidential

Responsibilities:

• Lead Contact Center tower for responding client RFP’s. Lead dissecting RFP requirements, identifying the solutions, detailing solution components, identifying resources and costs, identifying business benefits. Lead creation of responses and support the management team in Client orals.
• Work with Management to identify sales opportunities by assisting in creating Sales presentations and support s.
• Assist technology lab in creating client demos.

Senior Contact Center Solutions Architect

Confidential

Responsibilities:

• Conduct research and analysis to determine the use of voice technology (IVR, CTI) across Confidential . Perform preliminary design efforts for the CTI Project to prepare for the building permit process.
• Coordinate and plan Internet Telephony (IPT) / VoIP and CTI efforts. Define architecture for these technologies. Research and collect metrics, reports, and other operational documents.
• Gather, analyze and prioritize business and functional requirements to facilitate the development of new system or technical solution. Work with Senior Business Analysts, IT and Business Executives, Stakeholders and other project team members on complex or moderately complex business requirements projects and determines alternative solutions for data, processes, interfaces, controls and outputs to fit within the schedule and budget.
• Document/translate moderately complex business requirements into functional and technical requirements. Participate as a Contact Center Subject Matter Expert to support development of subsequent project artifacts such as the technical design and test plan documentation.
• Follow defined standards and methodologies from the Confidential Software Development Life Cycle (SDLC) and CMMi program. Understand the long-term ("big picture") and short-term perspectives of situations Interaction with peers within IT department and their staff related to current assignments.
• Assist management to create benefits calculations for IPCC and WFM.
• Design High Level Design and Low Level Design for Cisco IPCC and IEX Work Force Management implementation across the Enterprise applying architecture standards, principles, and design patterns. This includes: data access and transformation methods, data sources, interfaces, documenting standards, methods, and integration with other system components in order to efficiently realize the business strategy. Identified opportunities for improvement and recommend solutions.
• Supervise and mentor the Systems Analysts and Data Analysts to ensure consistency within and between applications and to develop a roadmap to get the systems towards the Target Architecture.
• Responsible for input into a project or software product within a business area to maintain cohesiveness between business strategy and architecture strategy.
• Review and Approve CMMI level 3 artifacts required by all System Analysts, Data Analysts and other Vendors for project delivery.
• Lead Development and Oversee System and Functional Testing, Performance Testing.
• Design DR/BCP and Monitoring plans for the project.

Environment: Cisco IPT, Cisco UCCE/IPCC, Cisco ICM, Cisco IVR/CVP, Genesys GVP, Cisco UCM, Avaya PBX, TOGAF, CMMI Level 2 and 3.

Sr. Consultant, Deloitte

Confidential

Responsibilities:

• Lead requirements gathering, design, development, implementation of IVR integration with SAP. Lead requirements gathering, design, integration team for SAP and Genesys to enable Screen pop and soft phone functionality on Agent’s desktop. Lead requirements gathering, design, configuration, implementation for providing SAP services to customers via website using utility customer E-Service (UCES) application
• Coordinated perforance / load testing, facilitated CTI/IVR issue resolutions, responsible for creating weekly steering committee presentations, coordinated migration of Siebel code in to production environment, Created and handled deployment/rollout plan, Facilitated and coordinated Siebel CTI code deployment in different environments, Created and managed IVR code deployment process, Performed a 3 week extensive Gap Analysis across all 3 call center sites for resolving performance issues.
• Facilitated equirements gathering from 7 call center site managers, Lead team to perform detailed analysis of the infrastructure and telephony components, Managed and Designed Genesys CTI architecture, Managed team in creating voice menu prompt scripts and intelligent routing scripts, Configured SAP CRM - Genesys GPlus Adapter integration for screen pop and soft phone functionality, Coordinated unit and integration/system testing, Created/assisted deployment/rollout plan.
• Performed requirements gathering from various call center sites, Lead team to perform detailed analysis of the infrastructure and telephony components, Managed and Designed Genesys CTI architecture, designed epiphany screens and screen flow. Coordinated tasks between different teams for installing and maintaining different environments during the project life cycle, Assisted Testing team to develop test cases, Assisted team to develop environment and materials, Coordinated and performed technical and business presentations to steering committee as well as technical teams to coordinate project activities, Coordinated and lead resources for identifying optimum solutions to business/technical problems.
• Gathered business requirements. Designed, developed and deployed a J2EE solution to create synchronous and asynchronous smart responders to Siebel application (Vertical-Communications), for all the external boundary systems, using XML and XSL for the environment to behave like a real production environment. Created load runner scripts to create high volume transactional data for .
• Perform black box and white box testing for Vodafone’s multi-lingual intranet web site for 18 countries.
• Perform testing on different WAP enabled cellular phones in different languages.
• Designed, developed, integrated and unit tested business logic to interface with external applications. Major responsibilities Include- Design, build and test the integration with Vignette Catalog and viewing Order status JSP screens for Seagate’s Internal and External customers.
• Designed, developed, integrated and unit tested custom business logic to in corporate auto approval capability for special Seagate customers and SPA price list maintenance & administration functionality
• Created, tested and maintained test cases for Comergent’s DEBS 4.0 system. Also performed black box testing and performed regression and load testing.

Environment: JDK1.1.8, JSP, Java Beans, Oracle 8.1.7, Weblogic, Apache JRun, Jakarta Tomcat

Technical Consultant, Eclipse Networks

Confidential

Responsibilities:

• Lead a team to design, code and unit test voice recognition application for real time lookups of traffic, stock quotes, restaurants, gas stations

Environment: Visual C++, Windows NT/2000, Nuance Speech Recognition, Accuvoice Text to Speech