Engineer Software

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Sreenivasul Reddy Meegada

Mobile: (***) 210-***-**** Email:

*****************@*****.***

**** **** ****, ***# ***, San Antonio, Texas -

78240.

Professional Summary[pic]

Hands on experience in building high performance enterprise speech(IVR)

applications in TellMe & Nuance platforms.

Strong experience in testing IVR speech recognition systems and tuning.

Hands on experience in Witness and writing business logic for CTI,

IEX(NICE) tool.

5+ years as a hands on Speech/Vxml/Java/J2EE and Call center applications.

Well versed with entire development/testing life cycle and facilitating

agile practices.

Started as a software trainee and progressed through to become a hands-on

technical lead within 22 months to manage a team of 5 and currently

handling a team of 10.

Achievements

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Provided technical leadership on the architecture, design, and successful

implementation of enterprise speech application to 7 million members of

USAA (United Services Automobile Association, a Fortune 500 financial

services company).

Enjoyed repeated success in understanding business expectations, building

effective solutions and facilitating agile development practices for the

customer.

Received two "PRIDE" tribute awards from USAA for design suggestions for

USAA's enterprise speech application which handles more than 275,000 calls

per day.

RTS Award - Certified with the RTS (Return to Service) award from the

client management.

Work Experience[pic]

Year Job Title

2009 - Till Date Senior Software Engineer

2006 - 2009 Software Engineer

2005 - 2006 Software Engineer Trainee

Technical Summary

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Speech Technologies VXML, GSL, GRXML

Java Technologies Java 1.5, JDBC

J2EE Technologies JSP, Servlets,Web Services

Application Servers WebSphere Application Server.

Web Servers Apache Tomcat Server

Databases Oracle9i

Development Tools IBM Rational Software Architect,

TellMe Voice Studio, Nuance's

BeVocal Caf

Configuration Management Tools Borland Star Team, PVCS

Design skills Object Oriented Analysis and Design

Call Center Management tools Totalview, Avaya supervisor, ICM

Dashboard for call monitoring

Production support tools MQ Dashboard, Websphere Dashboard

Software Development Methodology Agile Methodology, SDLC

Others HTML, JavaScript,

SQL,Infra,QTP,QC,DataStage,CRM

Portal.

1

Project Summary

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VXML 2.0 - 2.1 Nov 2010 - Till Date

Migration

Client USAA - United Services Automobile Association

Technologies VXML 2.1, GSL, SRGS

The objective of this project is to convert existing VXML 2.0 projects to

VXML 2.1 and convert GSL grammars to industry standard SRGS.

Task & Responsibilities:

Played the role of research lead and onsite coordinator.

Guided Testing team to prepare test cases.

Supporting all Call center applications.

Developed and implemented tests according to customer requirement.

Performed all tests in accordance to technical requirements.

Evaluated and interpreted design specification for tests.

Prepared and analyzed IVR test scripts.

Designed test plans and test cased according to IVR documents.

Assisted in development of automated test scripts for IVR.

Responding to the problems raised in the Production environment and

providing quick resolution in ACC during release weekends.

Working directly with vendors(Tellme/Nuance) incase of any

network/application issues.

Monitoring the production dashboards in timely manner.

Taking call routing decisions based on the priority of the issue.

Automate Member's Jun 2010 - Nov 2010

Authentication

Activities

Client USAA - United Services Automobile Association

Technologies VXML, GSL, USAA Presentation services, Web

services, IBM Websphere.

The objective of this project is to provide the enterprise history

repository and verification engine for an independent authentication

model, a foundation for future automated authentication system

enhancements and growth.

Provide MSR with previous identification and verification elements used by

the member.

Provide the Member with an improved experience by eliminating redundant

verification.

Task & Responsibilities:

Played the role of technical lead and onsite coordinator.

Designed and developed speech call flows.

Developed VXML and GSL.

Web service client implementation.

Voice Biometrics Jan 2010 - May 2010

Research

Client USAA - United Services Automobile Association

Technologies VXML, GSL, USAA Presentation services, Voice Vault

Web services, IBM Websphere, Voice Vault API.

The objectives of this project are

Measure the real world performance of Voice Bio Metrics technology in a

controlled environment.

Determine if voice verification technology is good enough from a technical

point of view to be applied for USAA members.

Demonstrate a proof of concept of the solution by integrating an end to

end IVR call flow with VoiceVault's voice biometrics engine.

Task & Responsibilities:

Played the role of research lead.

Designed and developed speech components.

Integrated USAA research speech application with Voice Vault's

verification engine.

Hours of operation by Sep 2009 - Dec 2009

Caller time

Client USAA - United Services Automobile Association

Technologies VXML, GSL, USAA Presentation services, TellMe GEO

API.

The objective of this project is to improve call center efficiency and

member experience by routing member calls to member service

representatives by member's timezone.

Task & Responsibilities:

Played the role of technical lead and onsite coordinator.

Designed CTL table to effectively handle call routing.

Implemented speech components.

Used TellMe's Geo API to get caller's timezone details.

Voice Line Tuning Jan 2009 - Aug 2009

Client USAA - United Services Automobile Association

Technologies VXML, GSL, Nuance Tuning analysis tools.

The objective of this project is to tune the USAA enterprise speech

application, in close association with the speech experts' team (Nuance).

Re-engineer the call flow design to improve member experience. Tune the

system to increase self service rate and reduce call transfers to Member

Service Representatives (MSR).

Task & Responsibilities:

Played the role of technical lead and onsite coordinator.

Worked with Nuance team and helped them to prepare tuning suggestions.

Analyzed system log tags and suggested application improvement.

Implemented Voice to DTMF toggle functionality.

USAA Voice line Feb 2008 - Dec 2008

Development

Client USAA - United Services Automobile Association

Technologies VXML, GSL, TellMe Studio, USAA Presentation

services, Web services, IBM Websphere.

The objective of this project is to create an enterprise speech

recognition solution that includes Banking, Investments, Insurance, and

cross-enterprise selections (e.g. Make a payment, money movement, complex

servicing questions, rates) for more efficient and improved member

servicing experience on the telephone channel.

Also, flatter menus with fewer choices, personalized to caller and profile

based intelligent routing to maximize acquisition opportunities.

Task & Responsibilities:

Played the role of design and technical lead.

Implemented dynamic grammar functionality (Personalized menus).

Consolidated Bank, IMCO and PNC speech application.

Developed "Driver" module to control communication between consolidated

speech applications.

Consolidated Transfer processing. (All transfers will take place in

centralized module)

Consolidated Post hang-up processing.

Implemented Experience Manager Functionality.

Implemented "special handling" call routing.

IMCO Speech Application May 2007 - Jan 2008

Tuning

Client USAA - United Services Automobile Association

Technologies VXML, GSL, TellMe Studio, USAA Presentation

services, IBM Websphere.

The objectives of this project are

Improve call flow paths to place Mutual fund and Stock trading easily.

Improve member experience by providing account balances proactively.

Reduce call time duration by providing market indices once member selects

quotes option.

Reduce application error and transfer rate.

Task & Responsibilities:

Developed critical listen states with TellMe's platform stock/trade/Mutual

fund grammars.

Implemented dynamic audio construction logic to build stock/mutual fund

symbols.

Implemented confidence based and skiplist to improve member experience.

Implemented Experience manager to handle IMCO backend failures.

Bank Speech Feb 2007 - Apr 2007

Authentication

redesign.

Client USAA - United Services Automobile Association

Technologies VXML, GSL, TellMe Studio, USAA Presentation

services, IBM Websphere.

The objective of this project is allow more members to get into Bank

speech application. For non-critical transactions (e.g Balances query),

just ask for information which can be easily provided by Member (e.g DOB,

last four SSN). Ask for PIN, if it is only critical transaction. (e.g

Transfer funds)

Task & Responsibilities:

Played the role of developer and onsite coordinator.

Developed VXML and GSL modules.

Developed technical call flows.

Bank and PNC speech July 2006 - Jan 2007

application study.

Client USAA - United Services Automobile Association

Technologies VXML, GSL, TellMe Studio, TuVox Code Generator,

USAA Presentation services, IBM Websphere.

The objective of this project is to study and maintain USAA's Bank and PNC

speech applications.

Task & Responsibilities:

Played the role of developer and onsite coordinator.

Prepared system study document and suggested improvements.

Done reverse engineering and prepared high level call flow diagram.

Education

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Educational Qualification Year

Bachelor of Technology(Computers) 2000 - 2004

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