SUMMARY:

• Overall 5 Years 8 months of strong experience in Analysis, Design, Development & Implementation of various business applications using CTI Technologies and Tools predominantly Genesys IVR, VXML, eGain email, Avaya Interaction Center, Core Java and Java Script.
• Proficient in using Technologies Genesys IVR, Core Java, VXML, Java Script, XML, JSON, JEE Technologies and SQL Concepts.
• Proficient in email management tools eGain, Avaya Interaction Center.
• Proficient in all phases of SDLC (analysis, design, development, testing and deployment) and highly competent in gathering user requirements and converting them into software requirement specifications using Object Oriented Techniques.
• Extensively experienced with Integrated Development Environments (IDE’s) and tools like Eclipse, Composer .
• Strong experience to work with any Genesys IVR Tools like Composer (Voice and Routing), Genesys Administrator, Genesys Administrator Extension, GRAT, GRDT, CME, SCS, VXML and CCXML .
• Strong experience to work with IVR testing tools like CYARA.
• Have knowledge on Splunk Dashboards and Java Script.
• Good domain knowledge in Banking and Health Care Domain.
• Have knowledge Bigdata ecosystems such as writing MapReduce Jobs, Hive Queries, Storm for streaming data.
• Strong in VXML and Genesys Voice and Routing Architecture.
• Have knowledge on DevOps process like Jenkins for CI/CD, Github for Development.
• ITIL and Lean Six Sigma Green Belt Certified.
• Managed the Knowledge Repository for the team, Created/updated more than 100 Knowledge Articles in Service Now.
• Engaged in Automation discussion calls, identified the potential applications and shared my expertise with automation team to help them automate the entitlement workflow.
• Experienced with different version management software such as TFS, SVN and GIT Hub.
• Worked on different OS like, linux AIX, Windows XP, Windows 2000.
• Good experience in process like Water fall and Agile/Scrum.
• Quick learner with an ability to rapidly achieve organizational integration, assimilate job requirements and implement new ideas, concepts, methods and technologies
• Have knowledge on Build tools like maven.

TECHNICAL SKILLS:

Software Programming Languages: VXML, JavaScript, Core Java, J2EE, Minimal knowledge on SOAP and Rest Web Services and Node JS

IVR Voice Development Tools: Genesys Composer 8.5 (Voice and Routing), GRAT, GRDT, Eclipse IDE, Service Now, SQL Server Management Studio

Email Tools: eGain, Avaya Interaction Center

Code Repository Tools: GIT, TFS, SVN

Continuous Integration Tools: Jenkins

Build Tools: Maven

IVR Testing Tools: Cyara

Web Server: Apache Tomcat

Operating Systems: Windows OS (10/08/07/XP)

Knowledge of: Multithreading

Methodology: Agile, Waterfall

PROFESSIONAL EXPERIENCE:

Confidential

Sr.IVR Developer

Responsibilities:

• Understanding the requirements and business processes involved.
• Involved in design discussions and freezing the modules and tech stacks being used.
• Worked on developing Rules Template, Rules packages, Call flows and workflows and global variables.
• Worked on VXML and SXCML.
• Implemented Genesys PSDK to connect to the GAX and access List Objects.
• Used Different Callflows blocks like ECMA, Webservices, Webrequest, Assign, Release ASR Engine, Interaction Data, Menu, Sub Dialog, Business Rule, OPM Parameter, VXML, Custom Rule, Prompt and Input etc.
• Used different Routing Blocks like Parallel, External Services, Raise Event, Sub Routine, Play Aplication, Play sound etc.
• Created Alarms under Genesys Administrator.
• Generated Log files from the callflows and used Splunk to create the Dashboards.
• Developed Dynamic IVR Callflows.
• Used Cyara for testcase creation and Running campaigns.
• Handled muti language under IVR callflows . (Spanish and English)
• Worked with business team and Groomed User Stories with all technical details.
• Involved in writing Java script code.
• Coordinated with middleware team and assisted in designing Middleware services.
• Used GitHub, Jenkins for CI/CD.
• Hosting the applications in Tomcat.

Role Highlights:

• Used composer version 8.1, very good exposure to Dynamic Call flows using Rules package
• Good exposure over Cyara testing tool.
• Used continuous integration tools GIT, Jenkins.
• Working experience over Splunk.

Environment: Windows and Unix.

IVR Tools: Genesys Composer 8.1, GRAT, GRDT, CYARA, GA and GAX

Confidential

Sr CTI Developer

Responsibilities:

• Assisted in designing and preparation of call flows with usability services.
• Conducted complete analysis of system and business requirements for all IVR applications.
• Maintained comprehensive technical documentation such as programming specifications, functional and technical designs.
• Coordinated with user focus groups for tuning, testing, refactoring and optimization of call flows.
• Resolved technical issues by debugging and support coding and testing functions.
• Responded to application issues by troubleshooting, analysis and assessment of root cause.
• Suggested effective processes for improvement of operations and functionality of voice user interface applications.
• Involved Design discussions with Architects to provide the inputs and suggestions.
• Provided technical assistance for designing and maintenance of enterprise based IVR systems.
• Used Jenkins for Continuous Integration/Continuous Delivery
• Used maven build automation system for declaring project dependencies
• Mentoring new team members and ensure easy on - boarding.

Environment: Windows and Unix.

IVR Tools: Composer 8.1, GA and GAX

IDE: Eclipse

Confidential

IVR Developer

Responsibilities:

• Conducted complete review of designs and specifications for all assigned IVR applications.
• Suggested effective procedures for platform construction and purchase of products as per business requirements.
• Assisted in development and testing of complex application logic for enterprise systems.
• Supported technical teams in development and modification of application code to ensure effect on processes.
• Provided technical assistance for designing, coding and testing quality analysis for application components.
• Resolved issues relating to critical production by mitigation and problem resolution techniques.
• Coordinated with project teams by providing technical inputs for design specifications of speech applications.
• Implemented development procedures for IVR and speech applications through Java and Web Services.

Environment: Windows and Unix.

IVR Tools: Composer 8.1, GA and GAX

IDE: Eclipse

Confidential

CTI Developer

Responsibilities:

• Worked on setting up VPN, Proxy and other network related setups
• Developed email workflows for the new Business teams
• Developed Web services as per business requirement.
• Coherently worked with client and business teams to gather all the requirements.

Environment: Windows

CTI Technologies: eGain

Confidential

Java Developer

Responsibilities:

• Analyze requirements and Provide estimates for Project
• Implementation of requirements
• Coding (Core Java and Stored Procedures)
• Validation and Verification Process
• Held major role in reverse engineering and Java requirements
• Interacting with Client, Offshore development team for project execution

Environment: Windows

Programming Technologies: Core Java

IDE: Eclipse

Confidential

Java Developer

Responsibilities:

• Identification of scope, design, develop, implement process improvement
• Developing automated tool using Java and VB Script.
• Coherently worked with client, Business and projected this automation developed using lean Tools.

Environment: Windows and Unix.

Programming Languages: Java and Shell Scripting

IDE: Eclipse

Confidential

Production Support Executive

Responsibilities:

• Coding (Enhancement and Development for existing application)
• Preparation of use case document for unit and integration testing
• Validation and Verification Process
• Monitoring project progress and quality activities such as design and code review
• Testing, defect logging, Issues resolution
• Implementation of requirements
• Interacting with Client, Offshore development team for project execution
• Engaged in Automation discussion calls, identified the potential applications and shared my expertise with automation team to help them automate the entitlement workflow.
• Identified the problems in Tools and Process, and got them fixed which improved SLA’s by 10%.