SUMMARYL:

Broad experience managing large self - service projects delivering complex leading-edge technology solutions with diverse staff utilizing extensive design, software development, architecture, and infrastructure knowledge.Expert in Customer Contact Solutions including architecture roadmap and blueprint, RFP process, vendor selection, vendor management, speech and DTMF enabled self-service IVR, Voice User Interface (VUI) design, VUI standards, intelligent call routing, Confidential, CRM, web applications, telephony engineering and infrastructure.

TECHNICAL SKILLS:

Managerial Competencies: CMMI, Six Sigma, APLC, SDLC, waterfall, RAD, JAD, Agile, Scrum, Rally, JIRA, PlanView, Microsoft Project, Microsoft PowerPoint, Microsoft Visio, Microsoft Excel, Microsoft Word, Sharepoint

Technical Competencies: Genesys CIM 8.x, Genesys GVP, Genesys Confidential, Genesys IRD, Genesys Composer, Genesys SIP Server, Genesys Routing Components - I-Server, T-Server, Stat Server, URS, Genesys Administrative Desktop - CME, IRD, SCI, GAX, CCPulse, GI2, IWS, GAD, Genesys Shared Framework Components, Genesys CTIC, F5, Cisco AS5400, Sonus GSX900, Cisco UCCE, Voxeo VoiceObjects Desktop for Eclipse, Voxeo Prophecy, Nortel IVR, Avaya Conversant, Avaya IR, Tellme, Avaya ACD, Cisco ICM, Confidential Screen-Pop, Siebel, Nuance NDF, Nuance OSDM, Nuance OSI, Nuance ASR, Nuance Vocalizer, Nuance RealSpeak, AT&T Natural Voice, GRXML grammar, .gsl grammar, Speechify TTS, Audium Studio, C#, .asp, dot Net, Microsoft Visual Studio, JAVA, JSP, JAVA Script, HTML, XML, VXML, CCXML, XSL, XSLT, JAXB, JMS, Jakarta Struts, IBM WebSphere Studio Application Developer, IBM VisualAge for JAVA, WebLogic, JBoss, Jbuilder, Forte, IBM WebSphere Server, WebLogic, Tomcat, Allaire JRUN, JTurbo JDBC, SOA, Rational Tool Suite - UML, Rational Rose, Requisite Pro, and ClearQuest, SQL Server, VB, Brio Query, Crystal, PVCS, Net Express MF COBOL, UDB, ODBC, MQ Series, Windows XP, UNIX, OS/2, OS/390, COBOL II, Oracle DB2, SQL, CICS, IDMS, VSAM

PROFESSIONAL EXPERIENCE:

Confidential

IVR Solutions Architect, IVR Tech Lead, Genesys Architect / Engineer, VUI Designer, IVR Developer

Responsibilities:

• Performed duties in the IVR Solutions Architect role including documenting the current state as-is IVR architecture, performing market research, and documenting the to-be IVR architecture which including a complete overhaul of the existing call center infrastructure and call management solution.
• Performed duties in the IVR Tech Lead role including designing an IVR directive dialogue solution developed using the Nuance NDF. Configured HTTP and WAS servers in both lab and production environments and deployed IVR application (as .ear files) using the WAS Admin Console. Configured F5 IRules to route network traffic to various WAS JVM’s for load balancing and disaster recovery and performed URL testing to ensure F5 routing within each lab and production environment worked as designed. Configured Genesys routing strategies to route inbound calls that used one TFN to various lab and production environments and several different IVR applications. Assisted in the development and systems integration testing.
• Performed duties in the IVR Solutions Architect role including using the Business Requirements Specification to develop the Solution Detailed Design, Call Flow design, and VUI design for the client specific IVR solutions. Created Visio call flows to define the call processing logic, develop the prompts scripting, recording lists, grammar development and documentation for client review and signoff of the IVR designs for several IVR solutions that were developed on the Voxeo cloud.
• Performed day-to-day Genesys Engineering duties on the Gensys 8.1.x platform, including production troubleshooting, patch and upgrade various Genesys components, configure Genesys services in GA and CME, resolve issues using the Genesys ticketing system. Responsible to implementing a new T-Servers / I-Servers, switch objects, IVR ports, on CME and configuring Genesys services and hosts in GA. Also deployed several IVR application on Apache / Tomcat. Worked with the network engineering team to set up firewall rules and configuring F5 to load balance SIP calls.
• Performed duties in the IVR developer role using Microsoft Visual studio to develop several dot net, asp, C#, VXML IVR applications. Also responsible for GRXML grammar development. Used the Visio call flow design and home grown application framework to develop and test IVR applications and deployed the application to Apache / Tomcat web servers and Genesys GVP 8.1.x platform. Developed BRD and call routing strategies using Genesys IRD and CME to enhance an existing Genesys routing solution with Virtual Hold.
• Perform duties in the Genesys Confidential developer role using IRD and Composer to design and develop routing strategies and workflows on the Genesys 7.6 and 8.1 platforms. Deployed applications to URS and ORS. Configured application in CME and GA and built Genesys Rules in the Genesys Rules Development Tool.

Confidential, Gilbert, AZ

Genesys Architect

Responsibilities:

• Genesys Architect responsible for implementing the Genesys CIM 8.x platform solution for Oracle’s Next Generation Contact Center project.
• Provided architecture design and guidance on the implemntation of five major Genesys applications including inbound voice and IVR, outbound voice push preview, voice click to dial, voice callback, and email.
• Produced the Software Architecture Document (SAD) that described the overall Genesys architecture and the architecture, component interaction, process flow and sequence diagram for each of th five application that were implememented.

Login Consulting consultant

Confidential, Chandler, AZ

Tech Lead

Responsibilities:

• responsible for implementing speech/voice recognition IVR and self-service flows that leverage the technology that integrates with various back-end systems, databases, telephony interfaces and Confidential environments on the Genesys framework and Genesys GVP.
• Assisted project management with recommendations and research, developed slide decks to consolidate data points and recommendations, and socialized approach with applicable stakeholders.
• Worked with current Genesys Voice Portal or Hosted IVR Services and related applications to develop IVR enhancements for several releases. Provided oversight on the requirements, design, coding, and implementation of the enhancements.
• Provided analysis of existing IVR application (JAVA J2EE and VXML) and documented the Visio call flows for those applications.

Confidential, Boulder, CO

IVR Solutions Architect

Responsibilities:

• Developed the technical architecture and VUI design to offer a three tiered IVR product offering and allowed for a simple template IVR solution, a customizable solution that included client system integration via web services and a customizable call flow and VUI design, and a fully customizable solution offering that allowed for a full custom VUI design, persona development, voice talent selection, client system integration, speech recognition capability, call recording capability, multilingual and multi-currency capability, intelligent call routing, additional notification capability via email or SMS, and customizable IVR reporting.
• Collaborate with CyberSource architects and Voxeo hosting and product teams to develop an IVR infrastructure (IVR wall garden) to develop, host, and support a PCI environment and IVR solutions for CyberSource clients to offer their customers and remove PCI scope from the clients call centers and systems.
• Developed the three Solution Overview templates that defined and described the three tiered secure IVR payment offerings for prospective CyberSource clients. The templates include diagrams and descriptions of the solution, document what was included in the solution and the features offered, assumptions, and a high level project timeline. The document is used as a tool by the sales team and sales engineers during presales engagements. Met with prospective clients to review the Solution Overview and developed client specific Solution Overviews.
• Use the Solution Overview documents to develop the Solution Detailed Design, Call Flow design, and VUI design for the client specific IVR solutions. Created Visio call flows to define the call processing logic, develop the prompts scripting, recording lists, and documentation for client review and signoff of the IVR designs.
• Develop the IVR solutions using VoiceObjects Desktop for Eclipse, VXML, and CCXML and tested the applications on a standalone IVR environment, sandbox, SIT, UAT, prior to deploying to a PCI compliant production environment. Used CCXML to develop solutions that allowed for customer data from the clients call centers to be passed with the call via SIP header or DTMF string and developed a CCXML wrapper to play as whisper of the callers’ information prior to the call center agent answering a transferred call.
• Create IVR test plan and test scripts for internal testing by the project team prior to turning over applications over to clients for UAT testing
• Support clients during UAT testing and providing IVR defect resolution and/or IVR system solution descriptions and walkthroughs to resolve clients’ questions and concerns.
• Create IVR implementation plans for deploying and production verification testing. Supporting client production testing prior to Go-Live.
• Assist the CyberSource Client Delivery team in the transition of IVR systems from post production implementation and project closure to maintenance and support. This included input into the Operations Manual, production issue resolution, IVR reporting and IVR analytics, and weekly meetings with clients to review all of these items.
• Perform all duties responsible for the overall architecture of the secure IVR solution and evolve and mature the solution as clients’ needs and technology offerings change. Develop new product offerings that utilize the VoiceObjects development platform to serve other channels such as mobile application and SMS applications in addition to the IVR solutions.

Confidential, Costa Mesa, CA

Lead VUI Designer / IVR Architect

Responsibilities:

• Collaborating with architects, IT team, VUI design team, and business teams to rollout Genesys 8.x in place of Genesys 7.2.2 replacing the out dated Nortel switch with Avaya 8600 and moving the Genesys GVP from in front of the switch to behind the switch and utilize Genesys SIP Server for all internal telephony routing to eliminate all transfer connect costs.
• Architected new IVR solution to separate out pre-process routing, IVR call flow interactions, post call routing, Genesys Confidential, and Genesys softphone.
• Performed IVR assessment and developed an as-is and to-be roadmap depicting the current and future business process, current and future technical infrastructure and architecture, and evaluation of the Confidential member experience. Developed an IVR blueprint that defined a 5 phase approach to accomplish a 3 - 5 year plan to achieve the business, technical, and member experience capabilities.
• Conducted requirements JAD session to define all current and future requirements and business capabilities and prioritize and evaluate level of effort for each capability. Developed requirements matrix and blueprint for mapping out a strategy to realize the defined capabilities.
• Designed new menus, help features, streamlined existing menus, simplified application traversal, improved prompt scripting, and improved error recovery which resulted in improved member satisfaction, decreased average call length by 90 seconds. This was an interim step to give member satisfaction a quick boost prior to the full application design.
• Performed VUI design task: Visio detailed call flows, dialog development, grammar development, human factor engineering, error recovery, caller journeys, detailed design specification, usability, voice talent coaching, and tuning.

Confidential,Phoenix, AZ

Genesys Confidential Design Lead

Responsibilities:

• Genesys Confidential Design lead on the CA CARD external IVR project that moved the CA CARD customer calls off of internal IVR self-service application and moved them to 3 external self-service IVR vendors. Participated in the BRD (Business Requirement) review sessions, JAD session, and developed the HLD and LLD, Visio call routing gate strategies.
• Worked with the Call Delivery resource to define the new Agent Group, DN Group, Hunt Group, Route Point, VDN, and List Object that needed to be build out in Genesys CME to support the new call routing strategies that would route customer calls from the 3 IVR vendors, through the Confidential telephony and Genesys Call Management infrastructure and deliver the calls with Confidential attached data to 15 Call Centers.
• Designed many new Genesys Call Routing Strategies that utilized new call attached data that included site, target key, and priority and used various flags and alternated schedules to achieve the precise routing the CA CARD LOB required for delinquent CARD customers.
• Worked closely with the Genesys Confidential Developers to build out the new call routing strategies in Genesys IRD and built out and configured new Genesys I-Servers in the test and production environment for the 3 IVR vendors to perform route requests to the Confidential ’s Genesys infrastructure and execute the new call routing strategies and return the vendors new BAC terminations (TFN) to be used to transfer the BAC customer to the specified BAC customer service agent.
• Provide support during the testing and implementation of the vendor IVR, Genesys call routing, Genesys Confidential, and agent screen-pop including setting up test agent extensions and IDs in CME and monitor the Genesys application logs to analyze the call attached data, call routing strategy execution, and call routing to the appropriate agent with the attached data and screen-pop.
• Genesys Confidential Design lead on the CA VOIP Transformation project that will replace all legacy TDM telephony switches and replace them with a consolidated VIOP architecture utilizing Avaya ACMs. Participating on the BRD and JAD sessions to develop the Genesys Confidential HLD specification to support the new VOIP infrastructure.

Confidential, Fargo, ND

IVR Consultant

Responsibilities:

• Installed and configured the Genesys Call Management Framework and Genesys Desktop Administrative applications, G-Plus Adapter for Genesys and Seibel.
• Created VUI design artifacts including call flows, caller journeys, and a template for the Detailed Design Specification.
• Developed IVR Persona that emulated Confidential brand and integrated with the other Confidential member and provider communication and coached the Confidential voice talent during recording sessions.
• Coached and mentored a new Confidential developer with the IVR development on the Genesys GVP platform utilizing the Struts Framework for JAVA, JSP development, VXML development, GRXML grammar development and tuning, using the Genesys admin apps for monitoring and troubleshooting.
• Designed a web service that would be sent data collected by the caller for member identification passed to a mainframe host application and returned to the IVR to be used to be used as call attached data to enable the Seibel screen-pop for customer service agents.
• Setup and configured the Genesys admins, users, telephony components, agent groups, persons, places, etc. that were necessary to setup up inbound call management, execute call routing strategies, route calls to agents, and deliver Confidential call attached data.

Confidential, San Antonio, TX

Lead VUI Designer / Architect / Manager

Responsibilities:

• Coach, mentor, and manage junior and senior VUI designers in VUI design principles, dialog development, grammar development, human factor engineering, error recovery, usability, and voice talent coaching.
• Standardized VUI design artifacts including call flows, caller journeys, and a template for the Detailed Design Specification.
• Lead VUI Designer and Business Manager for the Voiceline Tuning project responsible for the analysis, VUI design, management of VUI design team including tasking resources, design consulting and review, and release coordination with the project team, and implementation of over 200 tuning changes.
• Designed new menus, help features, build up grammars and tweaked speech recognition parameters for improved recognition, streamlined existing menus, created application shortcuts, simplified application traversal, improved prompt scripting, and improved error recovery which resulted in improved member satisfaction, decreased average call length by 17 seconds, and increased the call completion rate by 5%.
• Participate and provide leadership to the newly formed VUI design guidelines and principles team and the VUI design governance team.
• Architected and designed a new VUI design for enrolling members and creating a new authorization model that incorporates voice biometrics in a proof of concept application. Developed business case for implementing voice biometric based authorization model within Voiceline.
• Collaborating with architects, IT team, VUI design team, and business teams to rollout Cisco ICM in place of Genesys Confidential and exploring other Cisco ICM capabilities that can be used for intelligent call routing from inbound calls, self-service routing and call treatment, and outbound calls.

Confidential, Glendale, AZ

Senior Project Manager

Responsibilities:

• Managing the Voice of the Customer Comment Catcher project that adds customer agents to add customer feedback through the CRM system and has a hook into the Goodwill Gesture system
• Managing the Internet Lead Reporting project that will add capability to the Client Lead Management system that will track and summarize the effectiveness of internet sales campaigns
• Managing an effort o bring Client View the Confidential CRM system and introduce Genesys Confidential to the Glendale call center that will allow for a screen pop on the customer agents desktop when a customer call arrives on their phone
• Managing the JPoint Component Upgrade project which will upgrade all software and hardware components of the Confidential cashiering system due to the of vendor support for the software and operating system and also the business need to application enhancements that can not be completed until the components are upgraded. The components being upgraded are WAS, Oracle, ROD to WBI, Crystal Reports, Adobe, Windows OS.
• Building a team of technical, business, infrastructure, and project management/governance members to evolve the business case for expanding the ERS customer contact capabilities.
• Cross functionally managed resources from many internal organizations and consulting vendors
• Developed the Work Breakdown Structure (WBS) for the tasks, effort, and cost of the project
• Assessing the PMO capabilities around project budget workflow, management and reporting from a project perspective and rolling the financials into the enterprise metrics.

Confidential, Middletown, CT

Senior Project Manager / Architect

Responsibilities:

• Developed and managed cohesive relationship with technology and business partners and developed leading technology solutions to satisfy business driven strategies
• Cross functionally managed resources from 7 organizations: Confidential Project Services, Application Development Services, Quality Engineering Services, Technology & Architecture Services, Technology Management Services, and Knowledge Based Consultants
• Established project budgets utilizing Confidential ’s financial analysis standards, Confidential Project Life Cycle, and PlanView
• Developed the Work Breakdown Structure (WBS) for the tasks, effort, and cost of the project
• Developed and managed an Confidential / Nuance project plan for UI design
• Managed third party professional services engagements
• Studied the Confidential CMMI Maturity Level 3 processes and managed the project within the policy guidelines
• Completed the (IEMFA) the Confidential Integrated Estimation Model / Financial Analysis
• Developed an RFI for industry leading IVR ASP’s to collect, assess, and determine an external host vs internal host IVR solution and JAVA application
• Developed an RFP for third party professional services companies to evaluate a buy vs build strategy for the new VXML IVR solution and JAVA application
• Participated on the development of the AVA Blueprint and Roadmap that outlined a three years goal architecture and business process improvements including data warehouse and consolidation to enterprise business services
• Architected a J2EE JAVA based enterprise solution running on Websphere 5.1 that was based on a Service Oriented Architecture (SOA) for reuse of common JAVA business services
• Arranged and managed two Proof of Concept VXML application builds to evaluate VXML Application Development Tools that integrated into WSAD and the JAVA framework
• Managed a team of project managers, architects, and developers in the assessment of a third party VXML / J2EE Framework that could be utilized to satisfy the presentation components defined the AVA Blueprint Roadmap
• Managed an Enterprise Architecture and Application Architecture team that developed the Software Architecture Documents (SAD) for the provider and member IVR applications that developed the J2EE architecture and JAVA framework to support the application
• Managed and provided guidance to the JAVA development team and web engineering team responsible for performance testing, JVM clustering and performance optimization of the production scaled application on Tomcat and Websphere.
• Developed a training strategy to re-tool the Avaya Conversant Voice@Works developers to VXML and JAVA developers

Confidential, Middletown, CT

Project Manager

Responsibilities:

• Cross functionally managed resources from 7 organizations: Confidential Project Services, Application Development Services, Quality Engineering Services, Technology & Architecture Services, Technology Management Services, and Knowledge Based Consultants
• Established project budgets utilizing Confidential ’s financial analysis standards, Confidential Project Life Cycle, and PlanView
• Managed a team that designed two new JAVA applications in the Webshere platform to support two new business initiatives
• Increased provider call completion by 2%

Confidential, Bloomfield, CT

Project Manager / Architect

Responsibilities:

• Managed the staff and budget using MS Project and adjusted staffing levels to meet milestones and targeted implementation dates.
• Worked with business partners to develop requirements and objectives and led IT staff in design, functional specifications, coding, testing, and implementing these business objectives.
• Managed a team of business analyst in writing call flow documentation and technical specifications for the Nortel Networks staff to code the IVR application.
• Managed a team of web developers and mainframe developers in the writing of specifications, development of application software, testing, and implementation of the IVR web application and information services.
• Worked closely with business partners through the PMO project guild lines to insure the application was developed in the timeframes designated by the PMO and support the business priorities.
• Mentored the staff and created a work environment that motivated the staff to share ideas and knowledge to build applications that met the business goals.
• Managed the planning, architecture, designing, and building of the web application utilizing the Confidential J2EE Framework, including Jakarta Struts, to support the CHC Customer Support strategic direction.
• Provided the base MVC architecture and framework from which tasks were assigned to developers to build the web components.
• Provided the rules, look, and feel for the navigation and flow of the web application. Provided the development team with detailed web page layout and functionality.
• Developed several of the functions of the web application including JAVA data, value, business, and presentation object classes, Struts action and form classes, and JSPs for web presentation that utilized Struts tags.