Engineer Manager
Resume:
Alexander Arun
*** ****** **** *** **********, GA-30004
************@*****.***
OBJECTIVE SUMMARY
To gain meaningful employment with a company that will allow personal and professional growth without limiting the opportunity for
further enlightenment and enhanced education. Definitely looking for a challenging opportunity.
Over 14 years of experience in Support, Requirement, Design, Development, Integration and Implementation of Contact Center
Solutions, primary focus has been in Unified Communications and Unified Contact Center solutions, including strategy, design and
architecture of contact routing, self service and CTI applications, reporting, multi channel and systems integration, such as CRM,
recording and workforce management
SPECIALITIES
• Cisco Unified Contact Center Products (UCCE/ICM & UCCX)
• IVR Self Service
• Custom Reporting (Cisco Unified Intelligence Suite (CUIS/CUIC),Webview,Crystal Reports)
• Cisco Unified Workforce Optimization (QM & WFM)
• Cisco Agent Desktop (CAD)
• CVP Call Studio
• Cisco Finesse
• Packaged Contact Center Enterprise (PCCE 9.0)
• Cisco Voice Portal (CVP)
• Cisco Unified Call Studio
• Lucent DEFINITY System
• Lucent Conversant V7/V8
• Voice@Works
• Script Builder
• Avaya CTI
• Avaya Interaction Center (AIC)
• Oracle 8.x/9.x/11.x
• MS SQL Server 2000/2005/2008
• Visual Basic 6.0,C,C++,IIS
• Custom CTIOS Toolkit Development
• Install Shield
• Web services
• XML /VXML
•
Basic working Knowledge in Cisco Unified Communications Manager, Cisco Unity
WORK EXPERIENCE
Xsynergistics LLC, Wilsonville, OR (Current)
Principal Consultant
Design and support Cisco centric voice networks ranging in size from a small, single site to a global network. Worked with both private
and public entities to develop communication solutions. Technologies utilized include Cisco Unified Communications Manager, Cisco
Unified Contact Center Express (UCCX) and Cisco Unified Contact Center Enterprise (UCCE).
Calence Insight Networking, Tempe, Arizona
Architect Unified Contact Center Practice February 2012 – March 2014
Member of the National Unified Contact Center Practice at Insight and based out of Atlanta GA. Responsibilities include conducting
Business requirement meeting with the customer, architecture, design, development and deployment of complex customer contact systems.
Nexus IS
Senior Consulting Engineer December 2011 Feb 2012
Specialized in Cisco Unified Contact Center Products. Experienced in new Cisco Unified Contact Center Products (UCCE and UCCX)
deployments as well as upgrades. Responsibilities include developing a detailed design, creating implementation and test plans and
executing deployment. Also responsible for developing and performing training for both End users and System Administrators for Cisco
Unified Contact Center Systems.
Calence Insight Networking, Tempe, Arizona
Senior Consultant Unified Contact Center Practice November 2005 – December 2011
Specialized in Cisco Unified Contact Center Products. Team lead on deployment projects involving up to and above 2000 agents and
High Availability Clusters for small, medium, and large businesses. Experienced in new Cisco Unified Contact Center Products (UCCE
and UCCX) deployments as well as upgrades. Responsibilities include developing a detailed design, creating implementation and test
plans and executing deployment. Also responsible for developing and performing training for both End users and System Administrators
for Cisco Unified Contact Center Systems.
• Involved extensively in customer Business Requirement.
• Developed Call flow design,development,configure/Script Management
• Assisted the sales Team in preparing White Paper to highlight the ROI and Product feature on emerging
Technologies like CUIC /Exony Reporting
Highlights Integration with Third Party System
• Successfully designed and Integrated SAP/Siebel CRM based Agent Screen pop for a major Global aviation
company in Houston (Eurocopter)
• Architected a Web service application using .NET to integrate with Nuance /TTS /ASR application with a
Database lookup to DB2 database for a Major Gas and Natural Gas company.
• Designed a Custom CTIOS Agent desktop Application to simultaneously provide screen pop information of the
caller on the Cisco Call grid and populate the Right now CRM based on CLI using a XML API Interface of Right now
for Brown Shoe Company (Neutralizer, Famous Footwear brand)
• Designed and deployed CVP scripts using CVP call studio in a NAM CICM environment using Java web
services and API
• Designed and deployed CVP scripts for DB lookup and playing back user information.
Geo911 Inc. Phoenix, Arizona
Senior Interface Engineer November 2004 – November 2005
Worked as Senior Interface developer in the development of CADPro Computer Aided Dispatch System for 911 Service. The
CADPro System is a state of the art call taking and dispatching system designed for Dispatch Centers that require the sophistication of
graphic mapping integrated with real time CAD. The system is built on a modern multi tier architecture with strategic integration of
Web based technologies and a sophisticated map engine. The system’s “Information on Demand” design enhances operator
performance, provides efficient presentation of information, delivers unlimited report access via Web based technologies, and is
designed for rapid implementation. CADPro extends the power of traditional CAD systems by adding the integration of sophisticated
messaging, external interfaces, and extensive reporting capabilities. CADPro provides the scalability and reliability required to support
the busiest of Dispatch Centers.
CADPro Call Entry Screen
The 911 Public Safety Answering Point (PSAP) is charged with answering 911 calls from the Public, and rapidly dispatching appropriate
resources to an emergency. There are basically two processes that are involved Call taking and dispatching. In most cases, these tasks
are handled at separate positions, but may be handled by a single operator.
Call taker Capabilities
The Call taker answers the initial 911 call. The Phone Company provides the PSAP with Automatic Number Identification/Automatic
Location Information (ANI/ALI) in a data stream. This information is automatically provided in the CADPro display, and incident
processing is initiated.
Geographic Information System Display
CADPro tightly integrates GIS display capabilities through embeddable mapping and GIS components available with ESRI’s Map
Objects software. Map Objects is an ActiveX control that includes component that allows GIS and mapping capabilities to be embedded
in the CADPro application. CADPro is fully compatible with Arc Info/ArcView shape file formats. Because CADPro uses market
leading mapping and GIS technologies, map creation and maintenance is easily accomplished. CADPro does not require any specialized
map maintenance software, but rather uses standard off the shelf applications available from ESRI.
Technology Environment: 911 state Switches, Windows XP, Oracle 8i, ESRI GIS Software and Visual Basic 6.0
Geo911 Mobile Server Application Interface
GeoMobile Server, also known as GMS, is the interface between CAD and 3rd party Mobile and State interfaces. GMS translates
messages from CAD into a format that a mobile application can understand and vice versa. It sends the Message to the Mobile in the
911 patrol vehicle when a dispatcher dispatches it.
Currently, GMS supports (translates for) the following Mobile Server applications:
Premier MDT Motorola
Radcom PST, Public Safety Technologies
RMI RMS, Radio Mobile Services, Inc.
GeoMobile Geo911, Inc.
Orion Mobile PEI, Plant Equipment, Inc.
GMS also supports state interfaces, but does so via the above mentioned Mobile Server applications.
Technology Environment: 911 Mobile Switches, Windows XP, Oracle 8i, ESRI GIS Software, Visual Basic
6.0
Sanvas Technology Group, NewJersy
Programmer Analyst July 2004 – November2004
Member of the Professional Services team. Responsibilities include deployment design, configuration, testing, and documentation.
Lead Engineer on projects including Cisco IPCC Express 4.X, Cisco Unity 4.X Unified Messaging/Voicemail Only and Call Manager
Integration with Analog PBXs and fax machines.
Bigates Software Private Limited (AVAYA India Pvt Ltd) ISO 9001 2000 Company at Pune, India
AIC Product Support March 2004 –May 2004
Member of the International Support team. Responsibilities include deployment assistance, Troubleshooting and writing patch fixes for
Avaya Interaction Center Product clients around the Globe. Responsible for maintaining a state of the Art Lab which includes all
AVAYA Products.
Servion Global Solutions Limited SEI CMM Level 4 Company at Chennai, India (an AVAYA Channel Partner)
Sr. Software Engineer May 2000 March 2004
As a Sr. software Engineer, was involved in the System study, Analysis of the Project Requirement Document, Design, Development and
involved in UAT (User Acceptance Test) of the System. Training the user on usage of the Call center system.
Call Center/Customer Relationship Management CRM) System
Solutions integrated Marketing Call center is a Lucent Definity based Third Party National Call Center system under development to
provide Marketing and Technical services to various clients. Calls from various clients all over India would terminate at the Central Call
Center located at New Delhi. Based on the service requested by the caller, the call will be routed to the respective Agent Terminals. This
call transfer is associated with a related Screen Pop on the Agent Desktop. The CTI middleware is responsible for bridging the voice and
data networks. The CTI functionality is being implemented using Dialogic CT Connect with ASAI core protocol over TCP/IP.
The Screen Pop functionality is effected using the Customer Relationship Management (CRM) software. The CRM provides
personalized caller information and caller history and aids to provide elegant customer care.
Technology Environment: Dialogic Cards, Windows NT, Oracle 8i,Parity Software 8.0, Dialogic System software 5.1, Visual Basic 6.0,
CT Connect 5.0
Interactive Voice Response System / DESH (Bill Gates Foundation)
The above mentioned IVR involved a tight integration of the Panasonic switch and the Dialogic IVR system. The System on receiving
the Calls Transfers the Call to the Agents provides information on various options regarding Health care and AIDS awareness.
The application was built on NT Dialogic platform, using parity tool kit.
Technology Environment: Dialogic Cards, Windows NT, SQL 7.0, Parity Software 8.0, Dialogic System software 5.1, Visual Basic 6.0.
Interactive Voice Response System RPG Cellular Services
Implemented a full feature IVR and CTI Solutions for RPG Cellular in India. Used Dialogic cards on a windows2000 platform. The
project involved using native Dialogic programming in Parity toolkit, integrating the Dialogic cards with the Alcatel and Erickson
switch.
This project comprises IVR System, CABS Interface; CTI Interface IVR System resides behind Alcatel 4400 CSTA Phase II EPABX
with 45 Analog Ports. CTI Interface was developed using CT Connect APIs and communicates with Alcatel EPABX using CSTA
Protocol over TCP/IP.
Technology Environment: The project is implemented using technologies like Visual Basic 6.0, Oracle 8i Stored Procedures and
Functions, Parity (Inbound).
Interactive Voice Response System Airtel Call Center
This project was developed for Airtel Cellular Services Ltd (leading Cellular Service Provider in INDIA) and implemented in Bangalore
and Hyderabad.
This project comprises IVR System, Dialer, CABS Interface, CTI Interface and Agent Desktop Software. IVR System resides behind
Alcatel 4400 CSTA Phase II EPABX with 60 Analog Ports and Dialer on E1 connectivity (60 Ports). CTI Interface was developed using
CT Connect APIs and communicates with Alcatel EPABX using CSTA Protocol over TCP/IP.
Technology Environment: The project is implemented using technologies like Visual Basic 6.0, Microsoft Transaction Server, Oracle 8i
Stored Procedures and Functions, Parity (Inbound) and C (Dialer)
IVR/CTI Inbound Application for Touchtel
A dialogic based IVR with Nortel Meridian switch (61C) having E 1 line Side configuration. Henceforth, it treats the 30 channels of the
E 1 line as individual extensions, thereby eliminating an additional channel seize during a flash hook transfer. It automates Billing
Information, Payment modes and General Information on products. The customers of Touchtel are provided an option to register the
complaint and they can have a track of their complaint status over the telephone.
Technology Environment: PC Pentium, Dialogic Cards, Windows NT, Oracle 8i, C, C++, Dialogic API's, Visual Basic 6.0, CT Connect
5.0
EDUCATION
Bachelor of Engineering in Computer Engineering University of Madras, India
Graduation: April 2000
Certifications: Cisco IP Contact Center Express Specialties (642 164 UCCX Unified Contact Center Express & Unified IP/IVR
(UCCXD) v 1.1)
642 241 UCCED Unified Contact Center Enterprise Design
642 242 UCCEI Unified Contact Center Enterprise Implementation
642 243 UCCES Unified Contact Center Enterprise Support
SKILLS
Cisco Unified Contact Center Express (UCCX),Cisco Unified Contact Center Enterprise (UCCE)/ICM,Cisco Unified Workforce
Optimization (QM & WFM),Cisco Agent Desktop (CAD), Cisco Unified Intelligence Suite (CUIS/CUIC),Nuance, Lucent DEFINITY
System, Lucent Conversant V7/V8,Voice@Works,Script Builder, Avaya CTI,CVP
Avaya Interaction Center (AIC),Crystal Reports, Oracle, MS SQL Server 2000/2005,Visual Basic 6.0,C,C++,IIS
Basic Knowledge in Cisco Unified Communications Manager, Cisco Unity
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