SUMMARY

• Well rounded experience in multiple call center technology domains, including telephony self service solutions, call routing and reporting.
• Extensive Knowledge of CTI system integration, architectural design and implementations.
• Extensive hands on experience with designing, developing, deploying and supporting Omni - channel customer engagement platforms both in premise, cloud (SaaS and PaaS) and hybrid systems.
• Thorough understanding of VOIP and traditional telephony protocols.
• Extensive experience in Migrating premise telephony systems to multi-channel enterprise cloud platform and successfully addressing the performance and CTI integration issues.
• Solid teamwork and interpersonal skills and ability to communicate with customers, staff, senior management, vendors and contractors effectively.
• Team player with the ability to quickly adapt to diverse and changing environments, performing multiple tasks and adjusting priorities based on workload and direction from upper management.

TECHNICAL SKILLS

Telephony Platform: Genesys 8.X, 7.X platform applications, Avaya PBX, CISCO IP-PBX, Asterisk, SIP, ACME packet SBC, Audio codes gateways.

Workforce Management: Veriant, NICE, Genesys

Call Evaluation software: NICE

DBMS: Oracle, SQL Server

Programming Languages: JAVA, Java script, C, C#

Web Development: ASP.NET, XML, HTML, DHTML, CSS, VBScript, SCXML, CCXML, VXML

Operating System: MS Windows, Linux (CentOS)

Application Servers: IBM Web Sphere, IIS, Apache, Web Logic, TOMCAT

Middleware: TIBCO, Rabbit MQ

CRM Systems: SIEBEL, Salesforce

PROFESSIONAL EXPERIENCE:

Confidential

Genesys Architect

Responsibilities:

• Responsible for defining the technology vision for the next generation customer service platform, that would enable enhanced customers self-service and seamless channel hopping across different digital/voice channels in a well-orchestrated, secure, open standards based Omni channel platform.
• Responsible for translating the new customer service platform vision into an application architecture design and associated technology roadmap, to drive the implementation of the technology vision and presenting it to business users and upper management, with major emphasis on the value addition that this new platform can bring to Toyota's business operations and at the same time, enriching the customer interaction experience by empowering the customers with the right information to self-serve successfully.
• Responsible for aligning business requirements and priorities with technology roadmap, in order to set realistic project milestones.
• Responsible for conducting technical JAD sessions with different Omni channel platform vendors like Genesys and Salesforce, with the intent of selecting the best product feature for Omni channel design, that best suits Toyota's business and customer service objectives.
• Responsible for architecting and leading the telephony integration effort with salesforce, as part of the enterprise CRM replacement from SIEBEL to Salesforce service and marketing cloud.
• Led the design and implementation of CISCO IP PBX and its integration with the existing Genesys framework, as part of the Legacy Avaya PBX replacement project.
• Responsible for managing and mentoring engineering teams, both onsite and offshore on a number of high visibility project initiatives.
• Provide leadership and architecture guidance in prototyping new value added application features, which would enhance the customer service experience for customers and also ease of servicing for call center agents.
• Responsible for interviewing and screening technical resources needed for the project.

Confidential

Senior CTI Engineer

Responsibilities:

• Architect CTI solutions for Genesys enterprise cloud customers, to ensure a smooth move from premise based applications to Genesys cloud.
• Responsible for leading the technical requirements discovery and design sessions with new cloud customers, along with other vendor partners. Worked with the client and project team, to ensure integration points is well defined, documented and understood.
• Responsible for preparing detailed design specification to integrate Genesys cloud CTI products with customers contact center environments.
• Subject Matter Expertise (SME) on the architecture and subsystems integration, associated with the Genesys contact center cloud platform. Provide oversight and support for deployment and integration into existing client infrastructure.
• Act as cloud platform SME to professional services personnel in charge of new customer implementations.
• Collaborate with Genesys cloud engineering to remediate product defects and performance issues.
• Successfully developed and deployed several complex solutions involving web services and database driven routing logic.
• Collaborate with technical account managers assigned to the cloud platform customers, to determine evolving client needs on an ongoing basis and proactively suggested solutions that meet those requirements.
• Mentored junior staff/new hires on the inner workings of Genesys cloud platform.

Confidential

Senior CTI Systems Engineer

Responsibilities:

• Provide technical expertise and leadership in call routing project design, development and implementation, which help the client in achieving true Operational Excellence in their contact centers.
• Contribute to the development and implementation of future product road maps & solutions.
• Assess customer requirements, Evaluate possible solutions and present recommendations to IT management.
• Interact with different team leads from Toyota's contact centers across the country to understand their technology related pain points, analyze them, design and implement solutions using the Genesys and Avaya telephony platforms.
• Identify the interdependencies between Genesys and the other downstream systems such as NICE, SIEBEL CRM and reporting applications. Assess the impact on those systems due to call routing design changes. Work with the relevant groups to manage those interdependencies and expectations.
• Conduct deep dive analysis of the system to identify potential business optimization opportunities, which help the client to service the customer more efficiently and effectively.
• Design and build out of the box solutions where there are product feature limitations.
• Provide custom reports that summarize critical data to assess key performance indicators of the contact center using Genesys Infomart reporting application.
• Provide technical training and education to internal IT associates, user personnel, business units and outside clients or customers.
• Apply strong problem solving skills to address complex technical issues and liaison with vendors to diagnose and resolve potential product defects.
• Collaborate with and provide information to vendors during expert reviews. Review all development and documentation to ensure technical and product best practices are being followed and documentation is complete.
• Provide technical direction to on-site and offshore support staff and integrate activities with other IT departments to ensure successful implementation and support of project efforts.
• Technical analysis and remediation of complex production issues related to call routing, reporting and Computer telephony integration.

Confidential

IVR/Call Control Test Lead

Responsibilities:

• Strategizing the system test and performance test cycles by studying the scope of IVR design and Call control changes.
• Creation of IVR system test and Performance test plans.
• Co-ordination of Performance test execution with vendor and project resources to successfully complete the testing cycle, Analyze and document results.
• Analysis of the Load test impact on the IVR system as well as Impact on the Interfacing and downstream systems and suggest tuning recommendations to the respective teams.
• Creation and execution of integration test plan to test out the Vendor Interface, enterprise middleware and the CRM applications.
• Conducting walkthroughs with the Business Analysts to uncover potential gaps between the actual requirements and the test cases that were scripted by the testers.
• Conducting walkthroughs with the vendor to brainstorm on the outstanding issues and to discuss the defect resolutions and product improvement recommendations.
• Interacting with the business users to strategize and execute user acceptance tests.

Confidential

Performance test Lead

Responsibilities:

• Understanding performance requirements of the system, in order to identify the performance bottlenecks.
• Design performance test approach by understanding the interfaces involved, dependencies of each module on each other and by prioritizing the business critical modules.
• Setup, update and maintain performance test infrastructure to conduct the performance tests before each new build is promoted into production.
• Design of custom database queries to retrieve and report key performance indicators of each of the interfaces to the system.
• Execution of the Load/Stress test in coordination with the technical team and to discuss the bottlenecks of the system and possible recommendations.
• Performed software performance impact analysis, to determine the impact of new software builds on the product Performance. This involved capturing and analyzing the NIC card traffic to determine the database calls in a scripted sequence of events.

Confidential

Software engineer

Responsibilities:

• Responsible for trouble shooting production issues.
• Help with credit bureau data integration into the credit application decisioning system.
• Closely working with product vendors to ensure the overall quality and testability of the system.
• Conduct regression testing of new application builds.
• Designing and testing the Integration of credit decisioning system with multiple Web Based Credit Application delivery portals.
• Validation of hot fixes and new patch deployment in production.