Objective: I am looking for a challenging position as a Telecom Software Engineer by playing a visionary role in software development team
Summary:

• 6 years of professional experience in software development in analysis, design, development, deployment and testing with wide range of technical experience in architecture definition and implementation of various Enterprise and voice-based systems
• Extensive experience in Computer Technology Integration (CTI), Universal Routing Server (URS), IRD (GUI), T-Server, SIP Server, StreamManager, Stat Server
• Good knowledge of Genesys Framework, Genesys Outbound Solution, Witness, Genesys Voice Portal 7 (GVP), Interactive Voice Response (IVR), Info Mart and Genesys Agent Desktop (CTI/Softphone)
• Experience in VoiceXML, Java, J2EE, Web Services, Struts, Natural Language applications, Oracle, C, C++, and VB
• Experience in design and implementation of Multi-channel routing (Genesys Email) and Genesys Outbound across various business units for multiple contact centers.
• Good knowledge and understanding of Avaya PBX and Aspect ACD
• Proficiency in analysis of speech systems requirements to transform them to a Voice user interface (VUI) design.
• Experience with custom reports using Voice Application Reporting (VAR)
• Experience in Genesys reporting CC pulse, CC analyzer, third party Crystal, Hyperion reports
• Good Knowledge in design and development and converting them into robust system designs and supporting them
• Proficient in analysis of speech systems requirements to transform them to a Voice user interface (VUI) design and development using VXML,GRXML,CCXML,GSL and JAVA/J2EE technologies
• Extensive experience in development of voice applications using GVP, AVAYA voice platform, NUANCE Voice Platform
• Good Telecom expertise and understanding of applicability and value in software development
• Experience in the complete Software Development Life Cycle (SDLC)
• Experience in Testing and Debugging of Software Applications
• Ability to work in tight schedules and efficient in time management
• Highly motivated team player with excellent interpersonal, technical and communication skills

Technical Skills:
Telecom Technologies:

IVR, CTI, VoiceXML, ASR, URS, IRD, T-Server, UCS, Interaction Server, Training Server, Stat Server, GSL, Speech Works, Component Design, , Scan Soft, Nuance, Tell me, SSML, SRGS, CCXML, ACD, Scan Soft, Speech Works, Multimodal, SALT, Natural and Directed Dialog Development

Java Technologies:

Java, J2EE, JSP, Servlets, EJB, JMS, JNDI, JDBC,

Assembly Languages:

x86, MIPS, PA-RISC, UNIX Xlib, GTK+, pthreads, IPC, kernel interfaces

Programming Languages:

C#.NET, C, C++, T-SQL, PL/SQL, SQL

Operating System:

WINDOWS, LINUX, UNIX

Networking Technologies:

TCP/IP, HTTP, FTP, SMTP, SIP, SDP, NMS NaturalAccess, Fusion

Voip technologies:

SIP signaling, RTP streaming, and voice compression

Application Packages:

CTI, Framework, Call Concentrator, CC Pulse, CC Analyzer, Soft Phone Development, T-Server, GVP, Stat Server, Telera XML, Nuance, Scan soft, Genesys Suite 6.5, and Genesys Suite 7.x

Web Technologies:

JavaScript, XML, ASP.NET, CSS, HTML

Tools:

SAP Net weaver Developer Studio, Visual Studio, SQL Server Management Studio (SSMS)

Professional Experience

Client:Confidential
Location: Schaumburg, Illinois
Duration: Jan’09 Present
Role: Genesys Developer

The project is to build CTI infrastructure for a call center Application that provides the CTI hardware and software support from a single point but simultaneously provide all the services and support to multi-site tenants. The project was to build IVR and Call Routing infrastructure to automate different services using GVP 7.6 and J2EE.
Responsibilities:

• Collect business requirements, JAD sessions, and writing technical design document
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers
• Setup, installation and maintenance of CTI Environment for voice and email routing
• Created general infrastructure for Genesys framework and CTI support for call center
• Involved in writing routing strategies and setting up Genesys URS. The routing (intelligent routing) is based on the skill based routing defined for each of the group. Also involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.
• Created routing strategies, work flows, business process, and KV pairs for routing.
• Responsible for the developing the Speech/DTMF grammars, developed GRXML grammars for various dialog modules.
• Created Custom VAR (Voice Application Reporting) reports
• Responsible for Post production activities like logging activities and monitoring the code using log element of VXML
• Designed and developed Open Speech Recognition (OSR) and Speechify (TTS) applications using Nuance Voice Platform
• Involved in Creating and Testing routing strategies using IRD(GUI)
• Integrated Siebel Call center application with Genesys soft phone and CTI features using Siebel Genesys GPlus adaptors.
• Measure, monitor, and manage ACD performance and take appropriate actions based on the results.
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Worked on Info Mart and Implementation of Genesys Agent Desktop Screen pops.
• Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications.
• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skill sets, Agent IDs)
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Developed and implemented custom CC pulse+, CC Analyzer and Call Concentrator
• Involved in planning the strategies according to the requirements (i.e. agents, Geographic location, customers, and Time zones) for the project.
• Maintained and extended VXML for a voice application
• Completed skills based routing applications using Genesys Interaction Router

Environment:
Genesys Framework(multi media), Voice and Media routing, Universal Routing Strategies using IRD, URS, CCPulse, CCAnalyzer, Speech/DTMF grammars ,Statserver, Genesys Voice Portal (GVP), Inbound, Outbound, T-Server, IXN-Server, UCS, Email Server Java, VAR, Sip Manager, StreamManager, Call Concentrator, CME, SCI, DMA, ETL, GAD, IVR, VoiceXML, Java, J2EE, Java Script, Oracle, Scansoft, JSP, Apache/Tomcat, Servlets, Cisco Call Manager, Aspect, Oracle, XML, UML, GSL, Genesys Studio, Visio, Scansoft platform, VXML, OSR, SQL Server, T-Server, Call Concentrator, Siebel, Windows Server 2003.

Client: Confidential
Location: San Antonio, TX
Duration: Aug’07 Dec’08
Role: Genesys Developer

The USAA IMCO Speech Recognition project consists of voice inquiry responses and intelligent call routing for USAA Mutual Fund Registration and Brokerage Account holders. The application provides quotes, account information, trading, and other services as an option to authorized members through network based solution

Responsibilities:

• Involved in design reviews for call-flow, class-flow diagrams.
• Responsible for understanding the requirements and initial project scoping.
• Translated the business requirements into implementation requirements
• Developed strategies, defined the architecture, and participated in solution definitions.
• Developed high level architecture diagrams and call flow designs.
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Created Custom VAR(Voice Application Reporting) reports
• Developed and implemented custom CC pulse+, CC Analyzer and Call Concentrator
• Involved in Planning and designing routing strategies using IRD(GUI)
• Worked on the Genesys framework.
• Analyzed and documented IVR business rules for call routing and developed logical diagrams of the existing CTI routing scripts
• Developed Dynamic CTI Applications using C# and Visual Studio.NET and the same Application is used for 6 states by customizing the database
• Integrated the Application to the Genesys CTI using VXML, TXML, and CCXML
• Used Microsoft Visual Source Safe 6.0 as source control
• Involved in designing the Relational database (Oracle Database)
• Utilized ADO.NET for Oracle database interaction.
• Extensive knowledge and understanding of system design using directed dialog mode, and mixed initiate mode with complex grammars.
• Provided the user with a facility to either give input in DTMF or Voice.
• Involved in Deploying the CTI Application on Genesys Platform
• Integrated the Mainframe Application to the CTI using Cleo software and C#.
• Integrated the Java Web services which are developed by the Medco Pharmacy to the CTI Applications
• Designed and developed Open Speech Recognition(OSR) and Speechify (TTS) applications
• Understanding the .NET architecture for Genesys components that are interfaced with Java applications
• Worked as a member of the technical team on the implementation of the Genesys framework routing strategies and reporting suites
• Built business report presentation layer using Hyperion (Brio)
• Designed the Relational database for routing the callers according to the requirements (agents, geographic location, customers and time zones) for the CTI Application
• Developed VoiceXML and Telera XML applications using the QWCC(Qwest platform) platform

Environment:
C#, Genesys CTI, Telera XML, IVR, VXML, Visual Studio.NET, Oracle Database, SQL, Source Safe, IIS, Cleo(To Integrate with Mainframe Application), XML, UML, GSL, Genesys Studio, Genesys Voice Platform, Genesys CTI, Visio, ASR, TTS, T-Server, Call Concentrator, CCpulse+, CCAnalyzer, Hyperion (Brio), Statserver, Web services

Client: Confidential
Location: Cupertino, CA
Duration: Jan’06 Aug’07
Role: Genesys Developer

Apple Inc. is an American multi-national corporation with a focus on designing and manufacturing consumer electronics and closely related software products. Headquartered in Cupertino, California, Apple develops, sells, and supports a series of personal computers, portable media players, computer software, and computer hardware accessories. The Project was to build call centers in AMR (Americas), EMEA (Europe) and APAC (Asia Pacific) for the business units - AppleCare and ASCS (Apple Store Customer Service)
Responsibilities:

• Designing strategies and the required data structure for call centers with about 10,000 agents
• Implemented skills based and queue based routing applications using IRD
• Designed and Implemented Genesys Email and Chat
• Implemented horizontal and vertical design approaches in designing the strategies
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and reporting
• Designed call routing architecture
• Developed and implemented custom CCPulse+ and Call Concentrator
• Involved in planning and designing routing strategies using IRD
• Designed and implemented web services in J2EE to integrate ERP applications with routing strategies
• Implemented Interaction Workflows for genesys Email and chat using IRD
• Involved in planning and designing Genesys Outbound
• Implemented the outbound using Predictive mode
• Involved in configuring Campaigns and calling Lists
• Implemented a Web Service which will be invoked by the IVR to populate records in the Calling Lists
• Involved in troubleshooting the calls from the vector programming on the switch to the reporting on Genesys Inbound
• Troubleshooting the OCS and CPD Server Logs for Genesys Outbound
• Involved in the initial setup ofICon
• Involved in Avaya CM4 Upgrade
• Designed and developed Nuance ASR and Speechify TTS applications
• Built business report presentation layer using Crystal reoprts
• Designed and implemented Framework for IVR in J2EE similar to OSDM
• Developed VoiceXML applications using a custom framework
• Developed a custom application to read the logs from the UNIX servers using sftp protocol in J2EE
• Involved in designing and implementing Softphone using Platform SDK

Environment:
IRD, Call Concentrator, CCPulse+,Crystal report T-Server, OCS, CPD, Universal Routing Server, Interaction Workflow, Unversal Contact History, Knowledge Manager, Stat Server, Solution Control Interface, IVR Server, DB Sever, OCM, Configuration Server, Configuration Manager, GVP, Genesys Studio, UNIX, Kazimir, Softphone, Java, Avaya 8710, J2EE

Client:Confidential
Location: Fairlawn, New Jersey
Duration: Oct’04 Dec’05
Role: Genesys Developer
The project was to build IVR and Call Routing infrastructure to automate different services for the Pharmacy Member Services such as Order Status, Refill, Balance & Payment, Auto Case and Drug Pricing Application for the Medco Pharmacy using GVP 7.2 and J2EE implementing on the Avaya and SIP server Platforms for Strength of 2000 Agents
Responsibilities:

• Involved in design reviews for call-flow and VUI
• Responsible for understanding the requirements and initial project scoping
• Translated the business requirements into implementation requirements
• Designed call routing architecture
• Designed and implemented 2 CTI architectures which include Avaya 8710/Genesys TServer platform and SIP Server/Stream Manager platform.
• Implemented queue based routing architecture
• Developed strategies, defined the architecture and participated in solution definitions
• Involved in creating the Technical System Design documents for the project
• Developed high level architecture diagrams and call flow designs
• Designed and developed Open Speech Recognition (OSR) and Speechify (TTS) applications using Genesys Voice Platform
• Developed Dynamic IVR Applications using J2EE
• Involved in creating the Ant Script to deploy the IVR Application on WebSphere
• Involved in developing the Framework similar to OSDM by taking suggestions of the Nuance
• Developed the speech applications using Genesys Studio and J2EE
• Implemented the business logic using J2EE (using Eclipse IDE)
• Developed tools to generate the CFG for CME from the VUI Documents using Dom Parsers
• Worked with CME to generate the CFG for the Dialog and Prompt modules
• Installed various components Genesys Components, TServer, UR Server, Config Server, and Outbound Server.
• Developed strategies, defined the architecture and participated in solution definitions.
• Involved in Planning and designing routing strategies, Implemented Call flows using IRD 7.2.
• Worked on the Genesys framework.
• Involved in creating the Technical System Design documents for the project.
• Developed high level architecture diagrams and call flow designs.
• Worked with SCI in starting and stopping the servers and checking the Alarms.
• Used skills based and Service Level routing.
• Worked with T-Server and URS logs in troubleshooting the Strategies.
• Implemented GAD only for the SIP Platform
• Implemented Genesys Outbound in Predictive mode using OCS, OCM and CPD servers
• Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting.
• Used CCPulse+ and Call Concentrator for real-time and historical reporting

Environment:
IRD, Call Concentrator, CCPulse, T-Server, OCS, SIP, RTP, CPD, Universal Routing Server, Interaction Workflow, Unversal Contact History, Knowledge Manager, Stat Server, Solution Control Interface, IVR Server, DB Sever, OCM, Configuration Server, Configuration Manager, GVP, Genesys Studio, RedHat linux, Kazimir, GAD, Java, Avaya 8710, J2EE

Client: Confidential
Location: India
Duration: Jan’04 Oct’04
Role: Genesys Developer

The project is to build CTI infrastructure for a call center Application that provides the CTI hardware and software support from a single point but simultaneously provide all the services and support to multi-site tenants. The main goal of this project is to route the emails and chat interactions to agents in addition to the voice interactions, thus increasing the agent productivity.

Responsibilities:

• Collect business requirements, JAD sessions, and writing technical design document.
• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers
• Setup, installation and maintenance of CTI Environment for voice and email routing.
• Created general infrastructure for Genesys framework and CTI support for call center
• Involved in writing routing strategies and setting up Genesys URS. The routing (intelligent routing) is based on the skill based routing defined for each of the group. Also involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.
• Created routing strategies, work flows, business process, and KV pairs for routing.
• Integrated Siebel Call center application with Genesys softphone and CTI features using Siebel Genesys GPlus adaptors.
• Measure, monitor, and manage ACD performance and take appropriate actions based on the results.
• Screen pops, multimedia support (email, chat) for call-center using Genesys Workforce management, In/Outbound calling, DMA, Configuration Manager, Skill based Routing, and reporting.
• Implementation of Agent Desktop Screen pops.
• Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications.
• Administer CTI middleware and WFM Configuration components (Directory Numbers, Skillsets, Agent IDs)
• Administer CTI Applications
• Worked on Genesys Voice Platform (GVP)
• Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
• Developed and implemented custom CC pulse, CC Analyzer and Call Concentrator
• Involved in Planning the strategies according to the requirements (i.e. agents, Geographic location, customers, Time zones) for the project
• Involved in Creating and Testing routing strategies using IRD(GUI)
• Completed skills based routing applications using Genesys Interaction Router

Environment:
Genesys Framework(multi media), Voice and Media routing, Universal Routing Strategies using IRD, URS, CCPulse, CCAnalyzer, Statserver, Genesys Voice Portal (GVP), Inbound, Outbound, T-Server, IXN-Server, UCS, Email Server Java, StatServer, Call Concentrator, CME, SCI, DMA, ETL, GAD, IVR, VoiceXML, Java, J2EE, Java Script, Oracle, Scansoft, JSP, Apache/Tomcat, Servlets, Cisco Call Manager, Aspect, Oracle, XML, UML, GSL, Genesys Studio, Visio, Scansoft platform, OSR, SQL sever, T-Server, Call Concentrator, Siebel, Windows Server2003.

Education:

• Bachelors of Technology