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Customer Service Developer

United States
November 27, 2017

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Venkat Chirumamilla

Email: Mob:248-***-****


Over all more than 12 years of experience in IT and around 8+ years in implementing Call Center Technologies.

Experience implementing Computer Telephony Integration (CTI) systems – Genesys framework 8.x

Specialized in the area of Universal Routing Server (URS), T-Server, and Stat Server.

Experience in developing VXML based IVR applications utilizing latest in speech technologies.

Experience with CTI reporting components like Call Center Analyzer (CCA) historical reporting, CCPulse real time reporting, Infomart and Datamart.

Extensive experience in Interaction Routing Designer (IRD), Configuration Manager (CME), WFM Configuration Utility, Solution Control Interface (SCI).

Good Experience in Setup, installation and maintenance of CTI/GVP Platform.

Experience with integrating third party tools such as Workforce Management (WFM), with Genesys.

Worked on Windows, Linux and Solaris platforms.

Worked on Oracle 10g and SQLServer2005/2008 databases.

Worked as a production support member in dealing with Routing and Reporting issues.

Good team worker with excellent communication skills.

Written and presentation skills with the ability to adapt to new technologies and environments faster.

Technical Skills:

Operating Systems: Linux, Win 2003/2008

Databases: Oracle, MS Access, SQL Server 2005/2008

Languages C, C++, Java, SQL, Shell Script, XML

CTI, Telecom & IVR Technologies: CTI Framework, Call Concentrator, CC Pulse, CC Analyzer, T-Server, GVP, Stat Server, Nuance, Session Initiation Protocol (SIP), VoiceXML, CTI, IVR, ASR, URS, DB Server, Configuration Server, Stat Server, IRD, CME, DMA, Avaya, Nuance, Aspect

Networking Technologies: TCP/IP, HTTP, FTP, SIP, SDP, VOIP, Genesys CTI

Tools & Utilities: Toad, SQL Developer, SQL 8Loader

Professional Experience:

Bank of America, Plano, TX Aug’2016 – Present

Sr. Genesys Developer

Upgraded Tserver, URS 8.0 to 8.1

Upgraded and migrated 7.6 icon to 8.0 from unix to windows

Installed Icon cfg, voice & MM, initialized them.

Configured Infomart, install admin console GUI

Monitor etl jobs through admin console and resolve any etl job issues.

Installed 8.1 Genesys Infomart, Configured Infomart, install admin console GUI

Responsible for understanding the requirements and initial project scoping.

Translated the business requirements into implementation requirements.

Developed strategies, defined the architecture and participated in solution definitions.

Analyzed requirements and develop detailed designs for implementation

Involved in creating the Technical System Design documents for the project.

Developed high level architecture diagrams and call flow designs.

Worked with SCI in starting and stopping the servers and checking the Alarms.

Worked with T-Server and URS logs in troubleshooting.

Generated CCPulse Real-time reports from Stat Server.

Coordinate upgrades and maintenance with the team and management

Troubleshoot, determine root cause and provide irreversible corrective actions to resolve issues related to the Genesys Customer interaction management platform.

Support 24X7 on-call rotation.

PPL – Allentown, PA Apr 2013 - May 2015

Genesys Developer

Installed GVP components like Rm, mcps,

Upgraded genesys wfm applications from 8.1 to 8.5

Installed eservice components like email server, chat server, ucs, interation server, ixn proxy,

Responsible for understanding the requirements.

Monitor Infomart ETL jobs and resolve any issues with jobs.

Translated the business requirements into implementation requirements.

Developed strategies and participated in solution definitions.

Involved in creating the Technical System Design documents for the project.

Developed high level architecture diagrams and call flow designs.

Implemented Call flow using IRD.

Implemented CME driven, Database driven routing strategies.

Worked with SCI in starting and stopping the servers and implemented the Alarm conditions.

Used Skill Based Routing and Service Level routing.

Worked with T-Server and URS logs in troubleshooting the Agent Problems.

Generated CCPulse Real-time reports from Stat Server.

Worked with Data Sourcer, CCAnalyser, for reporting

History Reports are generated using Call Concentrator.

Thompson Cigar – Tampa, FL Feb 2011 - Mar 2013

Genesys Developer

Worked on Genesys Voice Platform (GVP).

Understanding the requirements and initial project scoping

Translate the business requirements into implementation requirements

Develop strategies and participate in solution definition.

Develop high level architecture diagrams, call flow design.

Analyze and document IVR business rules for call routing and develop logical diagrams of the existing CTI routing scripts

Design and document high-level functional requirements and low level design documents.

Involve in design reviews for call-flow, class-flow diagrams using UML rational rose tool.

Involved in creating the functional specifications and participate in design sessions.

Provided technical and developmental methodologies for implementation.

Developed Natural and directed dialog interfaces on Voicegenie platform.

Front-end design and validation using HTML, JavaScript.

Worked on Middle-tier using Jakarta Struts.

Database interaction using JDBC for Oracle db.

Involved in Grammar specifications (GSL).

Resetting the GVP ports when calls are not being answered by GVP.

BCBS –Durham, NC Mar 2008 - Jan 2011

Genesys Developer

Setup, installation and maintenance of CTI.

Created general infrastructure for Genesys framework and CTI support for call center.

Involved in writing routing strategies and setting up Genesys URS. The routing (intelligent routing) is based on the skill based routing defined for each of the group. Also involved in designing architecture framework for routing the calls using different objects such as agent, queues, places, DN, Route points, group agents/places.

Measure, monitor, and manage ACD performance and take appropriate actions based on the results.

Complete end to end reporting using Infomart. Created database queries, customized, deployed and maintained the application for the business end client reports.

Screen pops, multimedia support for Genesys Inbound & Outbound Call center.

Worked on Skill based Routing, and reporting.

Worked on CME to create list objects in Transactions folder depending on the Strategy requirements.

Working experience with Virtual Hold in getting call backs and scheduling Appointments.

Implementation of Genesys Agent Desktop Screen pops.

Provide backup PBX and Voicemail administration.

Understanding the Java and J2EE architecture for Genesys components that are interfaced with Java applications.

Provide day-to-day support of IVR applications and make enhancements.

Worked as a Production support member and supported Call Centers on on-call basis.

Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites.

Developed and implemented custom CC pulse+, CC Analyzer and Call Concentrator.

Involved in Creating, Testing and importing routing strategies using IRD (GUI) from ST Environment to Production Environment.

Worked on skills based routing Strategies using Genesys Interaction Routing Designer (IRD).

Perform quality testing making sure that the Call Center IVR, CTI, ACD, reporting Systems and Carrier Services are working as expected.

Configured and implemented the outbound calling when the wait times are longer than the threshold hold times/predictive calling.

Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers.

HSBC – Hong Kong and Shanghai Banking Corporation Oct ’04 - Mar ’08

Senior Software Engineer

Interacting to the Client and getting the requirements and preparing the Technical Design based on the Functional Design.

Technical delivery/integration of software solutions experience in a structured IT delivery environment, working to

deadline and budget to produce effective, quality solutions working experience on COBOL, Mainframe, SMART/400.

Experienced in delivering an excellent customer service, contributing productively to team objective, sometime supporting

and sometime leading activities to achieve shared goals.

Flexible and adaptable approach to change and support others to respond in a similar way.

Experience of personally complying with business process, rules and regulations.

Preparing Unit Test Plan (UTP) for every enhancement according the HSBC Standards.


Bachelor of Science in Computers from Andhra University, India- 1994

Master of Computer Applications from University of Madras, India - 1997

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