Mohamed Salim. N

Mobile: 612-***-**** Email: acxo5y@r.postjobfree.com, acxo5y@r.postjobfree.com

Seeking senior position and challenging assignments in Contact Center Transformation.

EMPLOYMENT RECITAL

Accenture LLP, Minneapolis, MN, USA – Associate Manager(Jan’2016 to Till date)

Accenture Service Private Ltd, Bangalore, India - Associate Manager (March’2005 to Present)

Servion Global Solution, Mumbai, India - Software Engineer (Sep’2003 – March’2005)

Tek Essence, Chennai, India – Trainer Programmer (Aug’2002 – Feb’2003)

PROFESSIONAL SUMMARY

Around 13 years of experience in Contact Center Transformation and multichannel integration across Utility, Banking and Telecom industry.

Exclusively worked on UCCE projects for large Banking and hosted platform.

Worked in different contact center technology like UCCE (CVP, ICM, CTIOS, CUIC, Contact Center Reporting), Nortel and Avaya IVR solution with Nuance speech ASR and TTS.

Expertise in functional and technical knowledge in contact center application like IVR (speech and DTMF), CTI, call routing strategy, report, and dashboard design, development and migration.

Worked in larger transformation project by design, development, implementation, and testing of call routing strategy and self-service application using UCCE comprising of CVP and ICM.

Skilled in design and development of customized, cradle to grave reports and dashboard using SQL/TSQL, ETL, stored procedures and functions for UCCE.

Responsible for supporting UCCE infrastructure, troubleshooting, upgradation and proactive action for improving performance and stabilizing the platform.

Coordination with different vendors (Cisco, Nice, and IEX), team (Dev, CAB, Ops) and following ITSM process for smooth implementation following organization standards and methodology.

Prepare deployment, upgrade and test plan for production implementation.

Have good experience in development and customization of IVR application using Cisco Voice Portal, Avaya Voice Portal, Nortel Periphonics application and enhancing application.

Engaged in implementing UCCE Billing and Monitoring solution for the current project and optimized operation cost.

Implemented major initiatives to reduce operational cost by automation, process improvement, and reduced vendor dependencies.

Responsible for project status communication to key stakeholder and support operation team for any production outage and communicate RCA.

Contact center call record analysis and provided details analysis for call failures, IVR and call routing improvements.

SKILL SET

Technology

Skills

CISCO

UCCE 7.5, 8.5, 9.1, ICM, CUIS, CUIC, CCMP, CVP, CTIOS, EIM, CIM

CVP Call Studio, AWDB, HDS

Avaya

Voice Portal, Interaction Center, Voice Portal, Conversant (MP 40, MAP 100), Script Builder, voice@works, Avaya CVCT and Avaya EPBX Definity g3cSi V4

Nortel

Nortel MPS 1000, Peri Producer, Peri Studio, OSCAR

Programming

Java, J2EE, Shell Scripts, VXML, T-SQL

Database

MS-SQL 2005, 2008, 2012

Microsoft Tools

Power point, MS-Project, Excel and Visio

Tools

Prognosis, Telecom Expense Management

TRAININGS

Attended UCCE, CVP-Development, CVP-Integration and Development training conducted by CISCO.

Attended Accenture Core Consultant and Core Analyst training at US-St Charles and Malaysia respectively.

EDUCATION

1999-2002 Graduate in Bachelor of Technology (Madras University), Major in Information Technology

1996-1999 Diploma in Electronics and Instrumentation (DOTE)

PERSONAL DOSSIER

Date of Birth: April-3-1978

Marital Status: Married

Nationality: Indian

Passport: Z2750370 with Valid H1-B Visa

Project at Accenture

Customer Contact Consolidation Infrastructure - Accenture.-Minneapolis(USA)

Duration: July’2012 to till Date

Environment: UCCE 7.5, 8.5 and 9.1, ICM, CVP Call Studio, CTIOS Desktop, CUIC, MS-SQL Server

Roles:

Involved in implementation customized standard reports meeting all clients hosted in CCCI platform.

Carrying out reporting data analysis and suggest call routing strategy improvement for better caller experience and improved contact center performance.

Formulating documentation for cisco contact center projects (ucce/uccx) project which includes Low Level Design, User Acceptance Test, Built Document, and Technical Proposal.

Project configuration and deployment. Interacting with different team and vendor for smooth implementation of the project.

Development of CVP Call Studio IVR DTMF application for Enbridge Gas, Washington Gas and PRESTO.

Designed extensive reporting solution to understand the caller behavior in IVR.

Major Bank in UK-Accenture

Duration: April’2010 to June’2012

Environment: UCCE 8.5, ICM, CVP, CUIC, CVP Studio and MS-SQL Server

Roles:

Conduct and gather business requirement and transform to technical requirement, design and prepare HLD and LLD.

Design and develop call routing strategy, IVR and reporting and implemented Courtesy Call Back.

Provide training to team and develop UCCE capability.

Utility Client at North America – Minneapolis USA

Duration: Nov’2008 – March’2010

Environment: Avaya Voice Portal 5.1, Avaya Interaction Center, Nuance Speech Server 9.0

Eclipse, Java, VXML

Roles:

Conducting interview with the client and existing vendor to gather the system architecture and requirement and transition to my team.

Documented the as-is state of the application and infrastructure, proposed the to-be state of the system and application.

Enabling offshore team for development of IVR application using Avaya voice portal and support for BAU.

Involved in requirement gathering for the IVR application, upgrade of VP from 4.1 to 5.0, migration of VP application to support the new version.

Largest Telecom and Internet Service Provider in North America

Duration: April’ 2005 to Oct’2008

Environment: Nortel MPS-1000, Peri-Producer, Nuance ASR, TTS and Rational Request-Pro, Defect Management Tool

Roles:

Development of IVR speech and DTMF application using their legacy system in Unix environment.

Interacting with client and Nuance team for speech application enhancement and UI spec design.

Conduct and gather business requirement and transform to technical requirement, design and prepare HLD and LLD.

Design and develop call routing strategy, IVR and reporting.

Provide training to team and develop UCCE capability.

Experience at Servion

HDFC BANK LTD - PHONEBANKING

Duration: April 2004 to March’2005

Environment: Avaya Switches, Avaya IVR (V5, V7, V8), RAPCTI, Avaya CVCT, Dialogic CT- Connect, Script Builder, Microsoft ASP, C.

Roles:

Development of IVR speech and DTMF application using their legacy system in Unix environment.

Interacting with client and Nuance team for speech application enhancement and UI spec design.

Conduct and gather business requirement and transform to technical requirement, design and prepare HLD and LLD.

Design and develop call routing strategy, IVR and reporting.

IDBIBANK LTD – PHONEBANKING

Duration: Sep’2003 to March’2004

Environment: RACPTI, Dialogic CT-Connect, Avaya IVR V7, voice@works, C and Oracle

Roles:

Involved in the development of IVR call flow application using voice@works.

Call flow application provides customer validation, account balance, and other basic facility like check book request, last 5 transactions, customization of the call flow, and DMAT account status.

Performed in the installation of the RAPCTI product, Avaya CVCT, and RAPCTI client.

Experience at Tek Essence

AUTOMATED MINOR OFFENCE SYSTEM (AMOS)

Duration: Aug’2002 to Feb’2003

Environment: Java, JSP, Java Script, Bea WebLogic 6.0, Oracle JDeveloper.

Roles:

Worked as trainer programmer and supported in testing and development of the AMOS application.

Involved in documentation and unit testing of the application.

Developing UI for the web portal application.

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