SHASHI KUMAR

ac7kgm@r.postjobfree.com

214-***-****

SUMMARY: IVR Developer Consultant with over 10+ years’ experience in Software Development including System Study, Analysis, Design, Development, Deployment, Integration, Testing, Maintenance and Documentation of medium to large-scale Voice XML, Java/J2EE, Web based and legacy applications for insurance and healthcare firms . Experience includes Viecore/Nuance Frame work. Experience includes developing and implementing end to end IVR solutions utilizing VXML, J2EE, Cisco, Genesys Nuance, CTI, Siebel, Distributed Enterprise & Web Applications architectures. Experience includes developing GRXML, GSL grammars and validated them using Parse tool. Experience with Speech tuning the IVR systems and developing Speech enabled applications using GVP 7.2/7.6 and Nuance OSDM, Nuance TTS/OSRs. Experience includes designing Use Case Diagrams, Sequence Diagrams, Class Diagrams (UML) and programming in Java (Core Java), Servlets, Struts 1.*/2.*, Spring, (EJB), JSF, JSP, SQL & PL/SQL. Develop both Static and Dynamic VXML pages using VXML 2.0/2.1, JSP, ECMA Script, JSTL, Struts and Struts2 Frameworks.

TECHNICAL SKILLS:

Languages: Java, SQL

Web Technologies: Servlet, Java Server Pages (JSP, Applets, Enterprise Java Beans (EJB) 2.0, 1.1, Struts 2.0, JNDI, JMS, JDBC, HTML, DHTML, XML, XSL), Java RMI, RMI-IIOP, java script, CSS, VXML, TXML, SOA, Spring Framework

Servers: WebSphere 6.1, Tomcat 5, Jboss, RAD.

Databases: Oracle 10g, DB2, SQLServer, MySQL, MS Access

Operating Systems: AIX, Windows NT4.0, Windows XP, Windows 2000, UNIX, MVS, AS/400

IDE: WSAD 5.1, RAD 7.0/8.0, Eclipse Oxygen, Neon, Intellij IDEA 2016.3.4.

Database Tools: Oracle 9i, 10g, 11g, 12 c, MS SQL and DB2

Analysis & Design: Voice User Interface (VUI), Visio

Telephony: GVP 7.2/7.6/8.0, Voice-Genie, IBM-Direct Talk, Nuance Voice Platform (NVP), Nuance CTI, Genesys Voice Platform (GVP), IBM-Direct Talk, T-server, TXML, VoIP, Nuance ASR/OSR, Nuance OSDM, Nuance vocalizer (TTS), : Avaya AEP, Avaya Dialog/Orchestration Designer, Nuance ASR/OSR, Nuance OSDM

IVR Languages: VXML 2.0/2.1, CCXML, GRXML, GSL

EDUCATION:

Masters in Management Information Systems (MIS)

Bachelors in Information Technology

PROFESSIONAL EXPERIENCE:

DTE Energy Dec 2015 – Till date

Role: Senior IVR Consultant

Responsible for providing self-service solutions including speech enabled and touch tone interactive voice response (IVR) solutions

Involved in making strategic changes such as: offering more customer self-service options, changing IVR messaging, channel alignment, and remediating defects.

Involved in the design of modules by creating Use case, Class realizations and sequence diagrams

Developed custom grammars for client speech call flow request within Nuance Speech Recognizer.

Extensively worked with VXML, GRXML in implementing the call flow for the IVR application.

Implemented Speech-to-Text and Text-to-Speech using Nuance.

Developed and Implemented Web Services and used Spring Framework (Spring Core, Spring MVC, DAO and AOP).

Developed custom tag libraries and whisper tones using VoiceXML and JSP.

Enhanced and maintained phone control, transfers, call routing and advanced call reporting functionalities of CTI.

Developed a unit-testing framework by customizing Spring's JUnit extension.

Involved in Design and upgrading to Avaya from customized IVR legacy application.

Develop, test and deploy IVR application using Avaya Dialog Designer.

Provided day-to-day support to manage call center environment through Avaya PBX programming, Avaya telephone system, Avaya Aura Experience Portal (AAEP) applications, and custom reporting, Avaya MPPs and AEPs and Avaya IC for CTI.

Worked on UNIX shell scripts that help in building and deploying projects.

Hands-On experience in implementing Web Services components using SOAP, WSDL and JAXB for payments, handling trouble requests, enrollment into DTE programs and other functionalities.

Developed message driven bean components in WebSphere MQ Series for data transfer between IVR and the RDB, UNIX based relational database system.

Involved in call flow, grammar and design of an Interactive Voice Response (IVR) application used for Directory Assistance.

Managed project versions and branches using IBM clear-case.

Hands on experience in deploying projects onto IBM WebSphere 12 application servers.

Developed, tested and deployed applications. Expanded design to include Enhanced Services.

Worked on a highly collaborative, cross functional development team and took a lead role on various project activities.

I solicited inputs from project managers, peer developers, business analysts, quality, business representatives, and stakeholders to develop features.

Designed the Call flows in Visio.

Highmark BCBS (HMS) April 2015 – Nov 2015

Role: Senior IVR Consultant

Implementation and support for Avaya based technologies.

Design, develop and integrate the new Java applications for backend integration with the existing Self-Service applications using Nuance Dialog Modules framework.

Developed custom code to make Web Service calls.

Developed applications using Java, Spring, Struts2, and MVC, Java Design Patterns and JUnit.

Develop IVR applications with VXML and Java (Avaya Experience Portal preferred) Nuance Framework.

Managing & Handling of AVP (AVAYA VOICE PORTAL) and EPM.

Knowledge of Avaya IR server and CRM integration for Computer Telephony (CTI).

Create components to ease integration with call center systems especially Avaya products

JAVA Servlets and JSPs to generate VXML code dynamically

Develop JSPs that generate VXML pages and invoke Struts action classes using <subdialog>, <submit>, <goto> VXML tags

Developed SQL queries to extract the back end data for the required test cases

Perform speech tuning after analyzing call logs

Anthem Blue Cross & Blue Shield (WellPoint) Mar 2010 – Mar 2015

Role: Senior IVR Consultant

Built more than 6 Major Applications working with Nuance Associates.

VUI Design and Development for various IVR/VoiceXML applications.

Develop speech IVR applications using RAD 7.5, Java/J2EE, Nuance Development Framework (NDF), VoiceXML, JSP, and XML.

Perform Design review for IVR applications

Create call flows depicting application flow using MS Visio

Used Java Servlets and JSPs to generate VXML code dynamically.

Coded the application to answer different business units based upon those CTI values. Facilitated meetings among IVR development, business, QA, UAT to ensure everyone has the same understanding on the VUI spec before development gets started.

Developed Java classes, which retrieve data from the service methods and backend service classes.

Developed Java classes, which provide dynamic functionality in playing audio prompts to user, using Nuance framework.

Performed manual and logical path testing after implementing new enhancements and bug fixes.

Developed and validated speech and DTMF grammars and worked closely with the team in building and validating external grammars.

Design and development of IVR host transactions to access different Host Systems via MQ and JDBC

Create SQL scripts to update Oracle databases with application specific data.

Provide detailed technical documentation for IVR applications

Manage communication and updates via SharePoint

Manage defects using IBM Clear Quest

Manage version management using IBM ClearCase

Perform speech tuning after analyzing call logs

ITTalents Jan 2008 – Feb 2010

Role: IVR/CTI Consultant

Created Call flow diagrams for IVR applications. Used STRUTS framework in designing the IVR application.

Used ECMAScript for revalidations when caller provides input thru DTMF or thru Voice. Used Java Servlets and JSPs to generate VXML code dynamically.

Developed reusable code for ApplicationRoot.jsp, Header, Footer using JSF and JSP. Developed Struts View Components, Action Classes, JSP’s and configuration components while employing MVC, Data Access Object, Session Façade, Service locator and Factory design patterns.

Reviewed NUANCE ORS Logs, Pop Gateway, Tserver, Iserver logs in troubleshooting when GVP does not answer the calls. Involved as Team member in Analysis, Design and Development using Servlets, JSP, and Apache Struts.

Created voice applications using GVP-VPM and configured the application URLS with local host and tested the application call flows. Developed JSPs that generates VXML pages and also invokes Struts action classes using Subdialog, Submit, Goto VXML tags.

Wrote External SRGS grammars and validated using Parse tool. Provided recommendations to the VUI design and re-designed some of the dialogue states, prompts and grammar files. Supported the ONCALL production system.

Performed Speech tuning after analyzing the call logs thoroughly. Wrote SQL queries to extract the back end data for the required test cases. Designed the Speech Applications with Call Flow charts using the Visio and was actively involved during the VUI design and grammar development requirements phase.

Analyzed the call logs and provided recommendations to improve performance based on where most of the calls were failing or callers getting transferred, recognition failures etc. Assisted in restarting the Watchdog, Speech Media Server, Tserver and Iserver.

Introduced VUI design principles and created VUI design document by working. Prepared Sanity test cases for every dialogue states that IVR application supports.

Participated in QA project meetings and helped then in writing the IVR QA test cases. Called the Web services and then extracted each member’s policy information into the IVR application. Web Services in turn get the data from the back end Mainframe systems. Utilized the N-Best techniques.

Copied the audio, Nuance grammar files into the Linux boxes using WINSCP tool. Used ECMA script for revalidations when caller provides input thru DTMF or through Voice.

DELTA EDZE, INDIA Dec 2005– June 2006

Role: Java Developer Consultant

Care Planner Web is an intranet based application used for case management, disease management by providers, claim processors, provider advisors etc. It is used to store and retrieve patient, case, provider, work queue information. It also provides facility to import and export data from external portals and legacy systems.

Involved in Full Software Development Life Cycle (SDLC). Developed rich web user interfaces using Java Server Faces (JSF). Implemented MVC pattern using Struts 1.1 Frame work.

Developed JSF custom components and custom tag libraries for implementing the interfaces. Developed Servlets, JSP pages, Beans, JavaScript and worked on integration.

Wrote Stored Procedures using PL/SQL. Developed XSL Style sheets using XSLT and XPath for web publishing of the XML based content.

Involved in building and parsing XML documents using SAX parser. Used Clear Case for version control and LOG4J for debugging. Documented the code developed.

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