SUMMARY

• Excellent communication skills, strong analytical and architectural skills, hardworking and a very good team player.
• 8 Years of experience in Software Development in a developer role in the Analysis, Design, Development, Implementation and Testing of business application systems
• Energetic IT Professional with solid track record in the Genesys CTI Coding activities and Quality Assurance/Testing of Multi - Site Enterprise-wide Contact Center solutions.
• Industry level expertise in the development/maintenance of various versions of the Genesys (7+) framework that include CCPulse, IRD, T-Server, Router, StatServer*.Working Knowledge of Genesys 8.
• Elicitation of requirements working closely with the Technical and Business SMEs*.
• Experience working with Industry specific custom tailored Life cycle methodologies from start to finish.
• Experience in Contact Center consolidation efforts and deployment of VoIP Contact Center Solutions in a Hybrid TDM/IP based environment.
• Possess strong leadership, interpersonal and excellent mentoring, analytical & problem solving skills.
• Configure, install, monitor, and troubleshoot telecommunications and network hardware, Genesys software and applications
• Extensive experience in speech systems development, using speech technologies like VoiceXML, Genesys.
• Experienced in implementing, designing Multi-channel/Tenant routing and SIP technology across various business units for multiple contact centers.
• Thorough knowledge in Genesys software components like GVP,Genesys 7.x and 8.x framework applications(Configuration, Management, reporting and routing), Genesys Studio, Genesys SIP,Avaya,Eservices/Multimedia, Contact Center Advisor, Interaction Workspace,WDE.
• Posses troubleshooting skills using T-server and I-server logs.
• Working knowledge with the Genesys reporting tools like Brio, CCPulse+.
• Experience in building call flows and routing strategies using Visio and IRD.
• Experience in installation of 7.x, 8.0,8.5x versions of all Genesys voice and CTI applications.

PROFESSIONAL EXPERIENCE

Confidential

Sr Genesys Consultant

Responsibilities:

• Specialized in the area of Computer Telephony Integration (CTI), Genesys Framework (version 7.x and 8.5, Platform SDK 7.5 and 7.6, Support Voices based application (IVR), WebSphere,Speechstorm applications, MS - SQL 2000/2003 Server Administration.
• As a member of support team contribute to the design, and end to end deployment in mixed environment of Linux, Unix and Windows with a primary emphasis in Linux.
• Extensive Experience in Framework Installation, routing Strategies, Reporting and configuration of Genesys Components like GAX, Pulse and GA.
• Expertise in the Genesys integration with Microsoft Agent desktop solution.
• Worked in implementing DR solution for the Genesys framework.
• Worked closely with the Geneys Agent desktop -Workspace desktop Edition (WDE) for integration testing purposes with MS Desktop.
• Ability to execute queries in SQL and Administration of MS SQL Server 2000 /2005.
• Worked on complete Life Cycle Development process, which includes analyzing business needs, documenting business information requirements, technical designs, development, integrating, Unit Testing, Implementation and Production Support.
• Excellent organizational, interpersonal, verbal, written, and presentation skills.
• Received several accolades for being a fast learner and implementing the changes effectively.

ENVIRONMENT: IRD, Composer, ORS,Custom Servers,CME,GAX,GA AVAYA Site Administration, SCI (7.6), Microsoft Office, PL/SQL Developer, Multi-Channel Routing (MCR)-Email, Putty,UNIX, Windows XP, Pulse,GAX, GA,Softphone,GCIP,Remedy,VHT,MS office,WinSCP,Kazimir,Advisor.

Confidential, Plano, TX

Assistant Vice President

Responsibilities:

• Reviewing and implementing new technologies; Interacting with different vendors for software and hardware upgrades and new purchase, reviewing all products and technologies.
• Expertise knowledge in gathering and documenting Features, Business Rules, AS-IS/TO-BE Process Maps, Call Flows, Human and System Actors, Use Cases, Reports and Information Requirements as part of a Solution Scoping phase deliverable.
• Client facing, Hands-on experience on installing Genesys Framework 7.x,8.x maintaining Genesys frame work, Enterprise Routing (ERS), Multi Channel Routing (MCR), Routing Strategy Design and implementation, GAD (Genesys Agent Desktop), Advisor,GAX,GA,VHT etc, strong CTI integration skills.
• Led migration project (planning and implementing) for all the Genesys framework application in the bank from windows/Linux to windows 2008 servers.
• Manage enterprise wide small to midsized maintenance upgrades.Provide Level-3 support to engineers and technical consultant.
• Install new sites and resolve major faults with the help of a team of engineers all over the world.
• Manage every day engineers and technicians for installation, maintenance of different Genesys CTI applications.
• Ability to work in tight schedules and efficient in time management- Highly motivated team player with excellent interpersonal, technical and communication skills.
• Received several accolades and appreciations for mentoring the offshore team on several production releases and a seamless upgrade and migration of multimedia apps from 7.x to 8.x.

ENVIRONMENT: IRD, Composer, ORS,Custom Servers,CME,GAX,GA AVAYA Site Administration, CentreVU Supervisor 12, SCI (7.6), Microsoft Office, PL/SQL Developer, Multi-Channel Routing (MCR)-Email, CCpulse+/CCAnalyzer, Putty, Confidential &T Route-It, UNIX, Windows XP, Service center, Terminal Emulator,Softphone,GCIP,Remedy,VHT,MS office,WinSCP,Kazimir,Advisor.

Confidential, Chicago IL

Technical Lead

Responsibilities:

• Consulting customer based on a thorough understanding of the clients processes and their technical environment, and translate their requirements into a technical solution that meets their business needs.
• Planning, provide operational advice and technical expertise to Account Managers and Management on present and future technology design development, implementation and maintenance of the customer network.
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers.
• Worked on Genesys Platform as Platform engineer in for multitenant environment, with Genesys components 8.1 and 8.5.
• Upgrade 7.5 to 8.1 and 8.5 respectively, worked on implementation with technical groups.Duties cover installation, configuration and support Genesys Platform on both Linux and windows platforms.
• Determine configuration and operational requirements for development team.
• Working knowledge of production support processes, using Remedy for incident/change/problem management and ticketing workflow.
• Reviewing T-Server, URS logs and troubleshooting issues, to resolve issues and incident created by accounts manager/LOB.
• Work with Genesys support and third party vendors to support application and Create, input, reconcile, log, track, audit and resolve transactions and discrepancies while interacting with teammates to clarify/resolve issues.
• Led the team during system activity testing including application smoke test activities during pre and post production implementations.
• Monitor Call during traffic switch between sites during deployment process in Production.
• Maintenance and support of T-server, gplus adapter, stat server and agent info in persons on CME.
• Expert knowledge in Genesys,CME, Genesys Administrator and GAX.
• Knowledge of Database stored procedures, functions, views, triggers and scripting.
• Provided several mentoring presentations on MOPs and training to the several business teams as well as the offshore teams during the on-boarding process.
• Recently attend Genesys Training on SIP fundamentals and SIP Development.

ENVIRONMENT: IRD, Composer, ORS,Custom Servers,CME,GAX,GA AVAYA Site Administration, CentreVU Supervisor 12, SCI (7.6), Microsoft Office, PL/SQL Developer, Multi-Channel Routing (MCR)-Email, CCpulse+/CCAnalyzer, Putty, Confidential &T Route-It, UNIX, Windows XP, Service center, Terminal Emulator,Softphone,GCIP,Remedy,VHT,MS office Confidential, Inc. Chicago, IL May’08 - June ‘11

Confidential

Sr. Telecom Engineer

Responsibilities:

• Experienced in developing, configuring, and testing large-scale multi-channel solutions for contact centers.
• Designed developed and implemented Multi-channel routing for the business unit across multiple sites.
• Interacted with the business analysts, client on various levels for gathering information, technical design in order to develop stable, secure and robust software using best practices.
• Contributed in developing functional and design specification documents based on client requirements.
• Well-versed in creating functional specification, technical design documents for new implementations.
• Actively participated in designing the architecture for the upgraded version of GVP and the webspheres.
• Designed architecture diagrams for the VCS, Webspheres, and end-to-end call flow using MS VISIO.
• Designed routing strategies for Emails and voice for multi-site architecture.
• Deployed two new contact centers for Genesys Voice routing.Included deployment of Genesys applications, Trunks, Firewalls and Switch configuration.
• Worked with different teams in the GVP upgrade (7.6). which includes VCS, Web sphere.
• Was an active member in installing the latest compatible version of Genesys applications like TServers, Stat Servers, and Configuration servers.
• Worked with the developers and the support team to resolve issues and tickets.
• Comfortable in designing and working with any kind of strategy changes.
• Implemented customized softphone for a business unit. Worked in line side configuration.
• Was responsible for managing and implementing several changes in the production including Switch upgrades, AES upgrades, AIX upgrades.
• Designed several reporting templates both for email and voice in CCPulse+ and CCAnalyzer.
• Implemented new mailboxes for the Genesys Email in the production environment.
• Worked on the vector programming (PBX) and switch configuration to implement new routing strategies for the Genesys voice.
• Worked with switch admins to implement multi-carrier transfer connect functionality.
• Professionally trained for SIP implementation. Responsible in implementing SIP framework across all United LOBs.
• Working expertise in deploying 8.0 versions of Genesys applications.
• Very well-versed with Verizon Network Manager. Ability to build and design route plans for toll-free numbers.
• Experienced in mentoring new members of the team and helping them in solving various issues.

ENVIRONMENT: IRD (7.6), CME (7.6), AVAYA Site Administration, CentreVU Supervisor 12, SCI (7.6), Microsoft Office, PL/SQL Developer, Multi-Channel Routing (MCR)-Email, CCpulse+/CCAnalyzer, Putty, Confidential &T Route-It, UNIX, Windows XP, Service center, Terminal Emulator,Softphone,VNM,Genesys Administrator.

Confidential, Richmond, VA

Sr. Genesys Engineer

Responsibilities:

• Developed/designed/updated/supported Genesys routing strategies and infrastructure for a multi-site Genesys environment.
• Worked in designing several call routing on the switch (PBX vectoring) for the LOB applications using Avaya Site Administration and Switch simulator.
• Experience with premise ACD/PBX integration (MAPD) and switch routing concepts.
• Worked with Avaya CentreVu Supervisor to monitor conatct centre objects and to generate CMS reports.
• Worked with the reporting team to develop templates for several call centers in CCPulse+.
• Worked in setting up different Genesys applications for a call center like statservers, Tservers, URS, LDS, I-servers in CMS, SCI, CCpulse+.
• Worked with the Admins during the installation of 7.6 versions of CME, SCI, IRD applications.
• Generated multiple reports as per the requirement for different LOBs using MS SQL server stored procedures and Hyperion.
• Provided second and third level production support for the Genesys CTI environment while on-call (24x7).
• Worked with complex routing strategy designs.
• Owned ownership in resolving Priority 2,3,4 tickets in Peregrine ticketing system. Helped in resolving some of the P1 tickets.
• Responsible for resolution of issues and communication of status to all impacted parties and management.
• Owned, managed, and escalated problems and implemented resolutions while keeping the Genesys team updated regarding progress and problems.
• Experience in Genesys CTI environment including network and premise based routing logic design and debug skills.
• Intermediate knowledge in the Genesys Outbound suite 7.2(OCM, OCS, Call progress Detection)

ENVIRONMENT: IRD (7.2), CME (7.2), AVAYA Site Administration, CentreVU Supervisor 12, SCI (7.2), Microsoft Visio, BRIO, Hyperion, Peregrine, Genesys Support Phone, Genesys outbound suite (7.2)