Agnel Irudayaraj Joseph Sandanasamy

abod9k@r.postjobfree.com

479-***-****

Contact Center Technology Specialist

Working in the field of the IT for last 6 year which includes 5.5

years of experience on Contact center domain only.

Excellent Domain knowledge on Networking, Telecommunications and

VOIP.

Excellent experience in the Empirix Hammer callmaster, IVR

automated testing both functional and load.

Excellent knowledge on Call recording systems Verint 9.3 and 10,

VPI, Envision, Witness.

Excellent knowledge on maintaining and troubleshooting AVP

platform.

Excellent knowledge on Aspect e work force management tools.

Worked on the Banking and Healthcare and Retail domain Call center

applications.

Excellent knowledge in supporting and troubleshooting Genesys

framework components, genesys reporting, genesys routing and

Genesys WFM.

Good experience in Avaya Communication Manager vector programming.

Worked on Avaya Sessions Manager, Avaya SES, Cisco ICM, Reader

boards, Genesys Agent Desktop.

Good experience on Avaya Agent One X soft phone and Avaya IP Phone

9650 hard phone and Genesys agent Desktop.

Good hands on experience in developing and implementing CSAT survey

using Avaya CSAT Tool.

Hands on experience on Genesys framework installation and creating

routing statergies in Genesys IRD.

Excellent knowledge and experience on maintaining and

troubleshooting issues with Nuance hands on experience working on

windows and Unix systems.

Good hands on experience in relational database systems like

oracle, DB2, SQL Server, MY SQL.

Education Details

. Bachelors in Computer Applications from Anna University, Chennai, India

Career Achievements

Won 'Spot award' for executing different testing tractions in the

contact center using Empirix hammer callmaster .And for

demonstrating higher level of flexibility during contingency

situations and for good knowledge in Hammer Callmaster automation

IVR testing which ensured quality deliverables on time during

2010/2011 at Infosys.

Won 'On the Spot award' for "Excellence in troubleshooting issues in

various contact center components used in Wal-Mart" in 2012 at

Cognizant Technology Solutions.

Won 'On the Spot award' for the dedication and involvement in

Walmart Emergency operations call center in 2012 at Cognizant

Technology Solutions.

Received 'customer appreciation certificate' from Walmart for

setting up and managing an Emergency contact center to help Wal-Mart

associates affected in coastal region during Hurricane-Isaac in

2012.

Technical Skills

Operating Systems Windows 98/NT/2000/2003, Unix

Domain Knowledge Networking, Telecommunications and VOIP.

Programming C, C++, Core Java, VXML.

Languages

Databases Oracle, SQL Server, IBM DB2, MY SQL

Contact Center Empirix Hammer Callmaster FX and G5(TDM and VOIP )

Testing Tool

PBX Avaya Site Administrator 5.2

CTI Products Genesys Framework 7.6 and 8.1, Oracle CCA, Cisco ICM

5.0

Network Routing AT&T business direct.

Tools

SIP Avaya SES, Avaya session Manager.

AVP 6.0[1], Edify.

IVR Platform

Contact Center CCPulse 7.6, Avaya CMS 15, 16.2, Aspect RTA, Avaya

Reporting Tools VPMS application reporting.

Work Force Aspect eWFM 7.1, Genesys WFM 7.6, Aspect ESP.

Management Tools

Agent Desktop Genesys Agent Desktop, Siebel Agent Desktop

Loggers Verint 9.3 and 10, Witness 6.5, Envision 8.4, VPI

5.3.1.18.

Contact Center Telegenix and Centergistic Reader Boards.

Reader Boards

Speech Recognition Nuance ASR and TTS.

CMS Tridion.

Version Control Cascade Version Control.

Tool

Ticket Management HP Quality center, Remedy.

Tool

Contact center Avaya - CSAT

Agent Survey

Application Tool

Softphone Avaya One X Agent 2.5

Hard Phone Avaya IP Phone 9650

Projects Summary

1. Support and enhancements - WM Contact center,AR,US

Feb 2012 - Till Date

Industry

Retail

Role

Technical specialist

Contact Center Components

Cisco Gateway, Avaya S8080 Media server,ASA - 5.2, Avaya Announcement

Manager, AVP,Avaya session manager, Avaya SES,Avaya CSAT -survey tool,Agent One X, Avaya Aura Contact Center for Chat and email, Avaya IQ

reporting, Avaya CMS15,16.2,Aspect Ewfm 17.1,Aspect RTA,Aspect

Esp,VPI-Logger, Nuance ASR and TTS

Description :

Wal-Mart has call centers in the Arkansas based on Avaya, CISCO, and

Genesys. The Call center uses Cisco gateways to interact with AT&T cloud

.Avaya SBC is used as NAT. To implement SIP Wal-Mart uses Avaya SES and

sessions manager .Wal-Mart uses in front IVR's and they are maintained in

AVP and Edify .VPI is used for recording agents call .Aspect is also used

for Work force management .The other reporting tools used here are Genesys

CCPulse, Avaya CMS, Aspect RTA and also Avaya EPM reports .Avaya CSAT is

used for customer satisfaction surveys after the agent ends the call. Most

of the agent use Agent One X IP soft phone while others use Avaya IP hard

phones.

Roles and Responsibilities:-

My present roles and responsibilities include managing services for

Wal-Mart contact centers applications in US.

I am responsible for maintenance and enhancements and I work on system

change requests on various contact center components in Wal-Mart.

I work on Avaya Pbx call routing changes, changing IVR code and

implementing the WAR file across environments.

Responsible for maintaining and troubleshooting issues with all the AVP

components like Avaya SES, Avaya Session manager, VPMS, EPM, MPP, Reporting

components in VPMS, all tomcat the application server.

Doing allocation changes in AT&T allocator for network routing .Maintaining

and troubleshooting issues with VPI -logger for call recording.

Also responsible for maintaining and troubleshooting Agent One X softphone.

Aspect Ewfm, Aspect RTA, Nuance speech servers. Creating and maintaining

the surveys in Avaya -CSAT tool.

I also coordinate with the Wal-Mart Team on Server Security patch updates

and validate all the contact center applications after patches been applied

to the system.

My role also includes interacting with clients and BA's for Business

Requirements discussions.

Supporting all the web based IVR applications written Java, servlet hosted

on the tomcat servers. And also troubleshooting the applications if any

issues found.

Also includes developing Survey applications using Avaya CSAT admin tool

and making necessary configuration changes in Pbx to route the call to CSAT

application after the agent ends the call.

2. WellPoint ECCT Sep 2010 - Feb 2012

Industry Health Care

Role Technical Programmer

Contact Center Components Avaya CMS V15, Genesys Framework 7.6, Cisco

ICM, Cisco Email manager, Cisco Blenders,

Genesys WFM,Genesys CCPulse 7.6,CC

Analyser,Aspect eWFM,Genesys DMA 7.2, Brio

Reports, Genesys Softphone -Call Control

Toolbar,Aspect Web Unify, Verint Logger,Witness Logger, Envision Logger, Telegenix and

Centergistic Reader Boards .

Description:

WellPoint has 25 Heterogeneous call centers in the NA based on Avaya,

Siemens, CISCO, and Genesys. The Call centers are geographically

distributed based on different/ overlapping business functions. Genesys is

used for Interaction Routing, Reporting and Workforce Management. It is

integrated with Edify and Avaya IVRs, across the sites. The project

includes development, enhancements, system change requests and system

upgrades. The technology bundle for this project includes products like

Genesys for call routing, WFM, Brio, CCPulse and CCAnalyser for Reporting,

Avaya CMS, Cisco ICM, PBX in Avaya and Siemens, Envision Click 2 coach,

Witness recording systems, Verint recording systems and Peregrine.

Roles and Responsibilities:-

. My present roles and responsibilities include managing services for 25

WellPoint contact centers across the US.

. I am responsible for maintenance and enhancements and I work on

system change requests on various contact center components.

. I provide Voice and Screen recording solution based out of Verint,

MAC-Move Add Changes support for Genesys telephony systems version7.x,

PBX's (Avaya & Siemens) and Verint Application version 10 & 9.3.

. I coordinate with the WellPoint Team on Server Security patch updates

and testing during weekend patch roll-out, following Envision

Click2Coach, Cisco ICM (Morning Checks, Agent Administration), Avaya &

Siemens PBX. I am responsible for working closely with WellPoint

resources and help those for any support activities limited to Genesys

and Verint.

3. E-bay Load and Performance CCA May 2010 - Aug 2010

Industry Finance

Role Testing Lead

Contact Center Components Oracle CCA CTI, Empirix Hammer call

master G5, Siebel agent desktop.

Description :

This project has been carried out to test the stability of the Oracle CCA

and Siebel agent desktop. The requirements were basically divided into

three:

Performance of CCA under load.

Stability of CCA routing under load.

Stability of Genesys Agent desktop under load

Roles and Responsibilities:-

Gathering requirements from client.

Configuring CCA, Admin manager.

Coordinating with the onsite counterpart and the onsite groups for project

related issues and tasks.

Developing scripts in Empirix Hammer Call Master for Automation Testing of

CCA routing and Siebel Agent Desktop.

4. ABN-AMRO Project Telephony Dec 2009 - Mar 2010

Infrastructure.

Industry Banking

Role IVR Tester

Contact Center Components Empirix Hammer Callmaster,Cascade, HP

Quality Centre, Microsoft Project Plan,

Load runner,Tridion CMS,Genesys Agent

desktop, Nice[2] logger .

Description :

This project has been carried out to test various Contact center components

as there was a major infrastructure change being implemented in the client

architecture .The components include:

* Avaya switch,

* Agent Routing,

* Genesys Agent Desktop,

* Nice Logger.

Roles and Responsibilities:-

Gathering requirements from various vendors as this was a multi-vendor

environment.

Coordinating with the onsite counterpart and the onsite groups for project

related issues and tasks.

Complete end-to-end Contact center Infrastructure testing.

5. ABN-AMRO Spraakmakened Release April 2008 - Dec 2009

Testing

Industry Banking

Role Contact Center IVR tester.

Contact Center Components Cascade, HP Quality Centre, Microsoft

Project Plan, Empirix Hammer Callmaster,

Load runner, Tridion

Description :

This project involved complete end-to-end testing of IVR application

through which customers can perform telephone banking. The services tested

are Balance enquiry, fund transfer, investments, insurance and mutations

Roles and Responsibilities:-

Coordinating with the onsite counterpart and the onsite groups for project

related issues and tasks.

Complete end-to-end testing.

Designed and developed the all the scripts which for functional testing of

IVR

Designed and developed all the scripts in Hammer Call Master for IVR

performance testing

Designed and developed all the scripts in load runner for IVR testing to

support the number of calls from Hammer.

.

6. Remote network monitoring Nov 2007 - April 2008

Industry Cooperate

Role Team Member

Programming Languages Java networking, JDK4.0 Swings.

Description :

The monitoring program to monitor the system parameters runs in the client

side and an alert program runs in Server side. The monitoring program is

written in Java and the alert program is written in swings. A TCP

connection is established between Client and server machine .Hence many

clients are connected to a single server. The server sets the threshold

for various system parameters and sends it to the clients. The client

receives and compares it with its system parameters fetched and sends a

message if the value exceeds the threshold. And an alert message is

generated at the server side with the system details.

Roles and Responsibilities:-

Working closely with a cross-functional team to assess product

requirements, and create and updating the user interfaces, wire frames,

and prototypes from intangible concepts.

Developing Java code for the Client systems to send alerts if the

threshold is reached.

Presenting the project to a panel.

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