Viswanathan Cinnaiah

E-Mail: acvcau@r.postjobfree.com

Phone: +1-732-***-****

Summary

5+ years of 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 developing and customizing IVR voice applications using Genesys Composer, Genesys Studio, Nuance Recognizer and Speech Server.

Sound knowledge of OOPS concepts, Java & J2EE design patterns like MVC and standard framework like Hibernate and Spring.

Designed, Developed tested and supported several Genesys Voice applications using Genesys Voice Platform. The input Systems are speech enabled and as well as DTMF.

Experienced in developing GRXML, Secured Web service, integrating MySQL and Oracle databases with voice application.

Extensive experience in Computer Technology Integration (CTI), Media Control Platform (MCP) Server, Resource Manager, Reporting Server, SIP Server and Nuance Speech Server.

Experience with custom reports using Service Quality Reporting and Voice Application Reporting (VAR).

Good Knowledge in design and development and converting them into robust system designs and supporting them.

Proficiency in analysis of speech systems requirements to transform them to a Voice user interface (VUI) design.

Experience in VoiceXML, GRXML, SRGS, Java, JSP, Servlets, Web Services.

Tested custom attached data reporting for GVP in Genesys Administrator.

Created, validated and executed system test cases for GVP platform and application.

Performed unit and integration testing for GVP platform and applications.

Follow documentation process/procedure and keep all technical documentation updated.

Strong analytical, programming skills and expert database management skills.

Ability to quickly learn new environment, new concepts, understand the business needs and adapt to the environment to be productive.

Ability to work in tight schedules and efficient in time management.

Highly motivated team player with excellent interpersonal, technical and communication skills.

Technical Skills Summary

Operating Systems

Windows, Linux, Solaris.

Languages

JAVA, VXML, GRXML, J2ee, HTML, XML, PL/SQL

Genesys Servers & Components

Genesys Composer, SIP Server, Resource Manager, MCP Server, GVP VAR Reporting, Genesys Studio, EMPS.

Web Technologies

Spring, Spring MVC Hibernate, JSP, Servlet,AJAX, JQuery, and XML

Nuance Components

Nuance Speech Server, Recognizer, OSDM and NDM

Web Services

SOAP and REST Web services

Servers

WebSphere 6.0, Apache Tomcat, Glassfish

RDBMS

Oracle, SQL Server 2005 & 2008, MySQL 5.0

Education

Bachelor of Engineering (B.E. Computer Science and Engineering) - Anna University, India.

Project details:

Project Name : SCG-IVR

Client Name : Southern California Gas Company

Duration : January 2015 to till date.

Environment : Genesys Voice Platform 8.1 and 7.6, Legacy GVP, Genesys Studio, Genesys Composer, Nuance Reconizer, OSDM and NDM.

Description:

The SCG-IVR application is a huge IVR application and which has following modules Billing and Payment, Move or reconnect, Routing Logic implementation, Service appliance appointment, Outbound process and Asian IVR. The project was to build using Genesys Studio, OSDM and reengineered to Genesys composer, NDM. The GVP VAR reporting has been enabled in this application which is used to collect the current and historical call information for each and every items.

Responsibilities:

Involved in design reviews for call-flow and VUI

Involved in system analysis, design, management, development.

Responsible for understanding the requirements and initial project scoping

Translated the business requirements into implementation requirements

Designed and developed VoiceXML (VXML) and Speechify (TTS) applications using Genesys Studio and Composer.

Developed high level architecture diagrams and call flow designs

Responsible for the developing the Speech/DTMF grammars, developed GRXML grammars for various dialog modules.

Provided the user with a facility to either give input in DTMF or Voice.

Implemented OSDM, NDM and FLEXXBRIDGE interface to interact with database.

Deployed the application in Linux environment with help of web-server.

Involved in generating Historical Call Reports and VAR Reports using Genesys Administrator.

Project Name : SONC DMV-IVR

Client Name : North Carolina Division of Motor Vehicles

Duration : January 2014 to May 2015.

Environment : Genesys Voice Platform 8.x, Composer, Nuance Speech Server, Spring, Hibernate.

Description:

The IVR project is to build for North Carolina DMV customer service through IVR by providing DMV office locations, vehicle registration, Driver license services, Medical and other DMV services for the customer. The project was to build IVR and Call Routing infrastructure to automate different services using GVP 8.0 and Web-services. The GVP VAR reporting has been enabled in this application which is used to collect the current and historical call information for each and every items.

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 and developed VoiceXML (VXML) and Speechify (TTS) applications using Genesys Composer.

Created Custom VAR (Voice Application Reporting) reports.

Developed high level architecture diagrams and call flow designs

Responsible for the developing the Speech/DTMF grammars, developed GRXML grammars for various dialog modules.

Provided the user with a facility to either give input in DTMF or Voice.

Involved in Deploying the CTI Application on Genesys Platform.

Integrated Web-services with VXML using Genesys composer.

Worked with MCP Server and SIP Server logs in troubleshooting the application.

Involved in generating Historical Call Reports and VAR Reports using Genesys Administrator.

Created and configured IVR Profiles and DID Groups using Genesys Administrator.

Developed custom logs for the application using Backend block in composer.

Project Name : Inbound and Outbound CA

Client Name : HCA

Duration : June 2012 to April 2013.

Environment : Genesys Voice Platform 7.6, Genesys Studio, Nuance Speech Server, Proactive Contact Solution and OCS.

Description:

The Inbound and Outbound CA is an IVR application for HCA collection agency, which helps customer to pay their payment due through the IVR system with three different ways like Credit Card, Check payment and Check in Mail. The Application will play different greetings based on the DNIS number which is configured in the property file. This application helps customer to make payment arrangement options like 30%, 50% and 1/6th payment plan. Initial Call Log and Transaction details will be stored in database.

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 and developed VoiceXML (VXML) and Speechify (TTS) applications using Genesys Studio.

Developed high level architecture diagrams and call flow designs

Provided the user with a facility to either give input in DTMF or Voice.

Implemented Proactive contact solution using GVP Outbound Notification Manager.

Customized Date grammar in Nuance Speech Server for specific DTMF and Voice format.

Project Name : Payment IVR

Client Name : Tele performance

Duration : July 2012 to October 2013.

Environment : Genesys Voice Platform 8.x, Composer, Nuance Speech Server and Eclipse.

Description:

The Payment IVR application is built for Tax payment, Cancellation and creating new bank account and to get enrollment status of the customer. The application developed using Genesys composer. Data Masking is enabled for hiding customer Tax ID and PIN in the MCP Server and also implemented Custom VAR for displaying required variables in the Historical call browser for the specific call.

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 and developed VoiceXML (VXML) and Speechify (TTS) applications using Genesys Composer.

Created Custom VAR (Voice Application Reporting) reports.

Developed high level architecture diagrams and call flow designs

Responsible for the developing the Speech/DTMF grammars, developed GRXML grammars for various dialog modules.

Provided the user with a facility to either give input in DTMF or Voice.

Enabled Data Masking.

Integrated Web-services with VXML using Genesys composer.

Worked with MCP Server and SIP Server logs in troubleshooting the application.

Involved in generating Historical Call Reports and VAR Reports using Genesys Administrator.

Created and configured IVR Profiles and DID Groups using Genesys Administrator.

Developed custom logs for the application using Backend block in composer.

Project name : PayAsYouGo

Client Name : OG&E

Duration : November 2011 to April 2012.

Environment : Genesys Voice Platform 7.6, VXML and JSP

Description:

The PayAsYouGo IVR application is used get the Meter readings, Bill Payment, to get Account information and generating Duplicate Bill for the customer. The application was built using Pure VXML with help of JSP pages and GRXML.

Responsibilities:

Involved in the design and development of the Application.

Designed and developed VoiceXML (VXML) and Speechify (TTS) applications using Genesys Studio.

Developed high level architecture diagrams and call flow designs

Provided the user with a facility to either give input in DTMF or Voice.

Involved in testing the entire functionality of the application.

Involved in Production Support for Maintenance.

Project name : HRM

Client Name : Product

Duration : July 2011 to March 2012.

Environment : Spring, Hibernate, JSP, MySQL, Quartz, BIRT.

Description:

Human Resource Management (HRM) is the management of an organization's workforce, or human resources. It makes it easy for the HR Department to start managing their HR effectively and efficiently in less time.

Responsibilities:

Involved in the design and development of the Application.

Developed HRM- night stay and leave module

Resolved functionality and design issues from unit and system testing and developed defect free version.

Developed using Spring and hibernate frameworks

Employee’s detail report developed using BIRT

Developed Notification module for immediate attention

Project name :GVAS

Client Name : Elavon

Duration : October 2011 to May 2012.

Environment : JAVA, JSP, SERVLET, CSS, JQuery, JavaScript and Oracle

Description:

The GVAS is an authorization system used by merchants in order to authorize the credit card transfer by their clients. This is also used for performing batch process at the end of the day to clear the transactions of the whole day. This is also used to clear clarification about the originality of the card holder with the bank.

The GVAS application is merger of NVAS (North American Voice Authorize System) which used for North America merchants and EVAS (European Voice Authorization System) which is used for European merchants.

Responsibilities:

Developed and designed multiple ie browser version supportable GVAS

Created centralized home menu and logout for NVAS and EVAS

Resolved functionality issues of NVAS from unit and system testing and developed defect free version

Resolved design bugs of NVAS and EVAS

Developed Softphone integrated GVAS agent logout and session management

Prepared GVAS CMMI process documents

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