Project Design

Vikas A Rathod Senior Consultant

[pic]Vikas has more than 8 years of experience in all phases' development,

configuration, support and maintenance of CTI applications. His areas of

expertise include Avaya, Aspect and Genesys and Siebel CTI applications. He

is also well versed in customizing the Siebel Applications using Siebel

Tools to configure Applets, Business Components and Business Objects

according to the client requirement. Support scope includes end-to-end

solution providing and resolving maintenance related post upgrade issues in

the Avaya, Aspect, Genesys - Siebel CTI integrated environments. He has

excellent experience in working with Business champions with proven

communication, technical and analytical skills.

He has worked with the leading telecom providers on CTI integration

projects where his role demanded him to be a CTI Business Analyst and a

developer which he delivered with full capacity and greater customer

satisfaction.Vikas's industry experience includes business process

reengineering, project management, cost estimating, and contract analysis.

He also has experience in applications definition, development, and

testing.

He has proven documentation, negotiation, communication, time management

and interpersonal skills. He has been working in different roles reuqiring

change management, scope management, manage project initiations till

delivery and deployment, Project Communications, Monitoring milestones. He

has great ability to work effectively and timely in crisis situations. He

has been actively involved in User Acceptance Testing, troubleshooting,

performance tuning, end user training, co-ordination and communication with

customer during his offshore assignment and has work experience with many

Fortune 500 customers worldwide.

Highlights of Professional Experience

Capgemini -

Senior Consultant

December 2009 - Present

o Delivery Lead for overseeeing definition, developoment, and testing of

Genesys CTI implementation project for Saskchewan Communications

(SaskTel, Canada). Responsible for liaising with stakeholders for

requirement gathering & and feasibility study; participate and provide

inputs to project plan, build schedule, effort estimates [time,

resource and cost], involve the technical team for Solution design.

Actively participate in documentation of the solution at all levels

(High Level Design, Functional design document, Technical Design

Document, Detail Design Document, interface docs) and getting the

solution developed and delivered by ensuring the quality of the

deliverables as per the Capgemini quality guidelines. Responsibilities

included managing and directing the activities of nine technical team

members.

o Module lead for the Siebel CTI integration track with Avaya telephony

systems for Tele2, Sweden. Responsible for liaising with stakeholders

for requirement gathering & and feasibility study. Involve the

technical team for Solution design and participate in documentation of

the solution at all levels (High Level Design, Functional design

document, Technical Design Document, interface docs). Configured the

Siebel CTI solution integration and participated and defect management

and go-live support for the solution delivered. Responsibilities

included managing and directing the activities of three technical team

members.

Oracle India Pvt Ltd

Staff Consultant

January 2008 - December 2009

o Module lead in analysis, design, configuration and impmentation of

Siebel CTI integration with Aspect for MTN, South Africa. This system

is implemented to enable the Campaign management functionality with the

Help of Siebel CRM. The CTI integration enabled client to serve its

customers efficiently with the help of screen pop feature and capturing

the customer feedback at the end of call. Responsibilities included

managing and directing the activities of three functional team

members. Guided client through Solution Definition, Solution

Development, Solution Testing, and Solution Implementation. Also

participated in facilitating knowldege transfer, methodology

utilization, team building activities, and where applicable process

reengineering design sessions. Provided post-implementation support

and guidance on development of design documents and testing of

associated integration points.

o Team Lead for Siebel data migration project for VMWare. Worked in

conjunction client functional team involved during migration phase.

Responsible for analysis, desing and documentation of the migration

plan. Involved in installation and configuration of the Siebel

applicaitoon on the new data center. Captured and executed the data

migration and necessory data backup procedures. Participated in the

defect management and go-live support. Managed and directed three

technical team members.

o Siebel Developer for Agilent Technologies for Siebel CRM implementation

project. Responsible for development of Siebel objects as per the

requirements. Also participated in the technical desing documentation

and testing of the solution.

o Subject Matter Expert on Siebel CTI integration for Target Corporation

on Siebel upgrade project. Responsible for troubleshooting the CTI

integration issues after the upgrade and perform necessory

configurations and customizations to resolve the upgrade and

integration issues.

o Siebel developer for Juniper netowrks. was involved in the Siebel

administrative activities. Also, was responsible for providing the

guidance and support to the onsite team on and around various

installation, configuration, migration and maintenance requirements.

Avaya India Pvt Ltd.

Software Engineer

July 2005 - December 2007

o Worked with Avaya product customers to help them resolve issues related

to the Siebel CTI integrations. Primary responsibilities were to

understand the problem, find the cause and provide solution. Was also

responsible to setup the lab and simulate issues for better clarity on

the problems. Afterwards document the same for the benefit of other

customers. Assisted onsite/implementation team to resolve the issues

that came across during the integration of Avaya AIC with Siebel CTI in

the development process. Actively involved in the entire implementation

cycle to provide suggestions and feedbacks on the system design and

validating the requirements. Was also involved in patch implementation

and testing the same in the lab before rolling out to the customers.

Researched and documented this information in the knowledgebase for

future references Some of the customers he worked with are,

AT&T/Honeywell, BMW, Target Corp, OCBC, DBS, UOB, Suntrust, Suncorp,

Marriott etc

InteractCRM

Member of Technical Staff

August 2004 - June 2005

o Lead Developer on Activity Auditor development for inhouse product.

Responsible for researching the Avaya product and logging machanism.

Analysis of product for solution desing, development and testing.

Involved in knoledge transfer to the team members and managed two

technical team members.

o Lead Developer on CCE reporting tool development for inhouse product.

Responsible for researching the CCE product and logging machanism.

Analysis of product for solution design, development and testing.

Involved in knoledge transfer supprt to the team members during the

development and testing. Managed two technical team members. .

Education and Professional Affiliations Professional Affiliations

Dr. Babasaheb Ambedkar Marathwada University - Master of Computer

Application (Major) 2004

Dr. Babasaheb Ambedkar Marathwada University - Bachelor of Computer

Science 2002

Dr. Babasaheb Ambedkar Marathwada University- Diploma in Computer

Programming and System Analysis (DCPSA) 1999.

Microsoft Certified Professional [SQL Server 2000] 1999.

Avaya Certified Specialist 2006.

Siebel 8.0 Certified Consultant 2009

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