SUMMARY

• Specialized in IVR (Interactive Voice Response) application development, hosted on Avaya Aura Experience portal and Cisco Customer Voice portal using Avaya Aura Orchestration designer and Cisco Call Studio.
• Developing and supporting IVR Self - service, CTI and Web related Contact center.
• Experience with Avaya Voice Portal (AVP), Avaya Experience Portal (AEP) and Cisco Customer Voice Portal (CVP).
• Specialized in the area of Cisco IVR, Avaya IVR, VoiceXML, Avaya Aura Orchestration Designer, Avaya Dialog Designer, Cisco Call Studio and Computer Telephony Integration (CTI).
• Experience in leading On-Call support for IVR Apps and experienced in coordinating & supporting Change Management, Incident Management.
• Good knowledge in Java frameworks used for developing the Business logics, Web service and Database Interactions.
• Expertise in designing call flows and excellent troubleshooting skills.
• In-depth knowledge of Avaya and Cisco contact center architecture.
• Have testing experience in Avaya telephony solutions.
• Proficiency in installation and configuration of CRM admin Tool, contact center express, VDN and Vector.
• Basic Knowledge on Mainframe navigation & update different hosts.
• Excellent in administering BCMS & NICE web applications and ASA administration.
• Worked in SQL and Oracle Database.
• Having knowledge in Nuance Speech grammars.
• Experience in Conversational IVR and Agile Project handling.
• Expertise in Software Delivery Automation Process like JIRA, BitBucket, Bamboo and Urban Code Deploy (UCD)

TECHNICAL SKILLS

Languages worked: JAVA, VXML

Languages Known: C, C++, HTML

Databases: MSSQL Server, Oracle

Contact Center Development Tools: Avaya Dialog Designer, Avaya Orchestration Designer, Avaya Voice Portal (AVP), Avaya Aura Experience Portal (AAEP), Cisco Customer Voice Portal (CVP), Proactive Outreach Manager (POM), Cisco Call Studio (UCCE) and Nuance

Tools: Worked: Eclipse, Postman, SOAP, Git GUI, Putty and WinSCP

Web Servers: IBM WebSphere, Apache Tomcat 7.0 and 8.0

Web Service Frameworks: SOAP, REST

Operations Systems: Windows, Linux

PROFESSIONAL EXPERIENCE

Confidential

Technical Lead & Business System Analyst

Responsibilities:

• Requirement analysis with Business System Analyst on new projects.
• Provide the estimates on new business requirements and get it approved.
• Coordinating with BSA and create Functional Requirements Document (FRD) for upcoming projects.
• Update the Nuance VUI document and dialog modules with respect to the requirement.
• Create a call flow based on the updated VUI and FRD.
• Creating a Technical Specification document to specify the dialog module changes and technical challenges to implement in call flow.
• Distribute the BRD, FRD, Technical Specification documents to offshore and discuss the changes.
• Coordinate the development progress and make sure development is on track.
• Resolving technical issues by debugging and support coding and testing functions.
• Respond to application defects by troubleshooting, analysis and assessment of root cause.
• Review the test cases provided by QA based on the requirements.
• Provide a unit test signoff to QA to proceed with QA testing.
• Support UAT testing and production release.
• Participate in the deployment call, ensuring smooth transition from development to production.

Confidential

Senior Associate

Responsibilities:

• Worked for the development of the Medicaid plans to the Healthcare service provider.
• Developed the IVR call flows for the Healthcare IVR services.
• Implemented caching mechanism in IVR application and custom reporting from IVR database to suit to Medicaid requirements and compliance.
• Cisco Call Studio IVR application will read the values from cache and hence reduce the number of backend interactions.
• Caller will be self-serviced with IVR features dynamically based on the values from database.
• Host Interactions were achieved by using the web services.
• Interacting with Clients/ Business/ End Users in understanding the issue and resolving/clarifying the same.
• Implementation and hand over the application to the support team.

Confidential

Technical Lead

Responsibilities:

• Requirement analysis with Business System Analyst on new projects.
• Provide the estimates on new business requirements and get it approved.
• Coordinating with BSA and create Functional Requirements Document (FRD) for upcoming projects.
• Update the Nuance VUI document and dialog modules with respect to the requirement.
• Create a call flow based on the updated VUI and FRD.
• Creating a Technical Specification document to specify the dialog module changes and technical challenges to implement in call flow.
• Distribute the BRD, FRD, Technical Specification documents to offshore and discuss the changes.
• Coordinate the development progress and make sure development is on track.
• Resolving technical issues by debugging and support coding and testing functions.
• Respond to application defects by troubleshooting, analysis and assessment of root cause.
• Review the test cases provided by QA based on the requirements.
• Provide a unit test signoff to QA to proceed with QA testing.
• Support UAT testing and production release.
• Participate in the deployment call, ensuring smooth transition from development to production.