Phone: +91 91766 02609 (M)
Seeking middle level assignments in IVR Projects / CTI Solutions / Requirement analysis, Developing, Testing & Deployment with a growth oriented organisation
? A dynamic professional with 7+ years of experience in Team Management of IVR Projects, CTI Solutions, Development, Testing and Deployment.
? Presently associated with Lattice Bridge Infotech Pvt. Ltd., Chennai as Sr.Team Leader
? A project planner with expertise in planning and executing various IVR projects in compliance to quality standards.
? Holds the distinction of working with customers like TTML, TTSL, Vodafone, Airtel, NSN, Nuance etc.
? Comprehensive understanding of software testing including creation of test scripts / cases and writing test cases for UAT.
? Comprehensive knowledge of exposure in integrating Inbound IVR with different PBX (Avaya, Coral, Alcatel etc.)
? Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.
? Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in customer relationship management.
Language : ASP, Visual Basic 6.0
Environment : Windows, Basic Operating Knowledge of Linux
Hardware : Dialogic, Donjin, NMS
IVR Platform : Genesys IVR & Framework solutions, Genesys Voice Portal 7.6 (GVP), CTADE, Televasic, Amdale’s PowerConnect, Envox studio 7.1(CDP), Nuance 9.0.3 and Real speak 4.5, OSI / NAR tool for generating OSR Reporting.
Database : MS Access, IBM DB2
? Managing overall operations for executing CTI projects involving scoping, initiating, high level design & architecture, resource mobilisation, execution within cost & time parameters.
? Monitoring / tracking projects with respect to budgeted cost, demand forecasts, time over-runs to ensure timely execution of projects.
? Conducting project closure meetings and addressing all the important issues.
? Defining best practices for project support and documentation.
? Project planning, scoping, estimation and tracking.
? Implementing project plans within preset budgets and deadlines.
? Steering delivery management for technical deliverables of concurrent projects.
? Negotiating SLA’s for large and medium-size CTI projects.
ASR Solution Delivery
ASR Based IVR System
? Implemented ASR based Railway enquiry IVRS for Southern Railways & East Central Railways, Chennai.
ASR Based VAS Services
? Implemented Multi modal (ASR and DTMF) based Value added Services for TTML, Mumbai.
? Open Speech Recognizer (From Scan Soft)
? Genesys IVR & Framework Solution, Genesys Studio (GVP) & Installation and configuration (From Genesys)
? Project Management in Speech Technology conducted by Nuance
? ISO 9001:2000 Internal Auditor’s Training (From Lattice Bridge)
Since Aug’03 with Lattice Bridge Infotech Pvt. Ltd., Chennai
? Developed & Implemented IVR application world cup live score update for RPG & BSNL.
? Developed & Implemented speech based Arrival / Departure information enquiry system for East Central Railways.
? Developed & implemented Automatic CAB Pick-Up & Drop booking system in GVP Studio 7.5, Installation of IPCS SIP Server & Audio codes Media Gateway for Exl Technologies Noida.
? Developed & Implemented Vodafone Customer Care (50777) in ROTN and TN circle in SS7 based system using Dialogic SPCI4 and DMV1200BTEP card.
? Developed & Implemented Vodafone Customer Care (FAF) in ROTN and TN circle to high capacity infrastructure while using the Donjin Keygoe Multimedia Switch platform.
? Successfully developed & implemented TTSL Prepaid Customer Care Speech (ASR) based call center project for PAN India in 14 languages using nuance (Grammar Development & Application Development)
? Successfully developed & implemented TTSL ABU – Access Business Unit Customer Care IVR based call centre project.
? Successfully developed & implemented TTML CDMA CC ASR application being deployed in TTML Pune site.
? Successfully developed & implemented Tata Docomo Customer Care IVR application in GVP 7.5 being deployed in TTML Pune site.
? Managing & coordinating with a team on prepaid customer care IVR (777), Dealer Help Line (DHL) for Vodafone UP-East.
? Presently managing & coordinating on prepaid customer care for Tata Docomo (TTML) using Natural Language ASR.
? Played a key role in implementing Nuance ASR & TTS installation & configuration across all 24 circles within 2 months for Bharti Airtel’s Single IVR Project; Nuance was the main contractor for this project.
? Successfully implemented Nuance regional language pack (14 languages) installation & configuration across all 24 circles within 2 months for Bharti Airtel’s Single IVR Project; NSN was the main contractor for this project.
? Significantly engaged in Windows Hardening and Hygienic configuration for all 24 circles within 1 month for Bharti Airtel’s Single IVR project; NSN was the main contractor for this project.
? Bulk SMS system for IOCL to push messages through SMSC using SMPP.
? Prototype for banking & non banking transaction for ICICI using GVP 7.6.
? Information Portal for Abu Dubai Tourism Authority in GVP 7.2, Abu Dubai.
? ISD & STD enquiry portal for etisalat in Genesys Voice Portal 7.5, Dubai.
? Discussed different CTI Solutions & implemented IVR & Call Center solutions.
? CCE Feedback OBD for Du telecom, Dubai.
? Performed Integration Testing of:
- Line side E1 testing with Alcatel PBX.
- Call Center Testing with Donjin board
- SS7 Testing with SPCI4 and 300 JCT Card.
- Call Center Testing with Dialogic DMV1200
Nov’02 – July’03 with Integrated Retail Management Consulting as IT Support Engineer
? Successfully designed & implemented process mapping solutions for Reliance WebWorld across India.
Master of Computer Applications (M.C.A), From Bharath Institute of Science and Technology, University of Madras, Chennai completed during the year 1999-2002, with aggregate of 75.60%.
Bachelor of commerce (B.Com), From Kongu Arts and Science Collage, Bharathiyar University, Erode completed during the year 1996 - 1999, with aggregate of 59.60%.
? Date of Birth : 20th May 1978
? Marital Status : Married
? Nationality : Indian
? Passport Number : B0377213
? Residential Address : Plot No 38, Old no 4, New no 9, 7th Cross Street, Rajalakshmi Nagar,
Velachery, Chennai - 600 042