Contact Centre Api Integration

Jefin Paul ************@*****.***

**** ********* ** ** ******** Ph: -1-415-***-****

California 94803

OBJECTIVE

Aspiring for a challenging career in telecom Software development utilizes my creative, design and problem-solving skills to achieve solutions, which help the organization in not only meeting its targets, but also allowing it to grow, thereby, enhancing my own skills as an individual and as a key player in organizations development.

PROFESSIONAL SUMMARY

Successful IT Professional with 9 years of extensive hands of experience of development and maintenance project of Java Programming.

Knowledge on OOPS Concept, Exception, Collection Framework. Also, Hands of Experience Using Web Server like Apache Tomcat.

Experience in UCCE Cisco CVP IVR, VXML Scripting, CUCM. Also Experience in IVR testing in Call flows and have knowledge in ICM scripting.

Hands on experience in creating new phone’s in CUCM and adding features to the phone like Extension Mobility, Call Park. Also Experience in third party recording in Calabrio.

Experience in developing the Vxml application using CVP API and also have the knowledge in developing the Custom elements.

Creating the test case document in the application and design the call flow using the Visio based on the new requirement.

Knowledge in Writing the Sql Queries for analysing the calls when troubleshooting and reporting purpose.

Have Experience in Gitlab tool can help the organizations streamline project management, code versioning and deployment

Having 3 years’ experience in Genesys cloud for development and implementation project

TECHNICAL SKILLS

UCCE Cisco IVR, Genesys Cloud IVR

Object Oriented Concept

Tool –Cisco Call Studio, Eclipse, Maven

Language: -Java

Database: -MySQL, Sql

Operating System: -Windows Family

Software Package: -Ms –Office, MS Visio, Lucid chart

Server: -Apache Tomcat

Version Control Tool :-SVN,Git Lab

EXPERIENCE SUMMARY

Senior Associate at Cognizant Technology Solution March 2018 – May 2024 Project : Home Serve

Role : Senior Associate

Project Description:

Home Serve is service centre in US and Canada and our vision is to serving customer for repair home options like TV, Fridge, and AC etc. It is a provider of home repair service solutions and also it’s helped home owner’s protect against the expense and inconvenience of water, sewer, electrical heating and cooling home emergency by managing affordable coverage and offering a quality service. Home Serve IVR is interacting with customer through inbound and outbound process. IVR application is integrated with Cisco telephonic Process. Responsibilities

IVR application migration from CVP 8.5 to CVP 12.5 then migrate to WebexCCE

Developed the Custom element in Cisco cvp application

Involving the code fixed and maintained of application

Designed and Implemented the Post Call Survey in application.

Designed Webservice (Soap) Understand input and Output and parameter.

Creating the new phone’s in CUCM then adding the additional features to the phone.

Developed the application with host and DB integration

Handling the test calls for the sanity testing after building the proposed changes in application, ICM scripting and also doing the agent level testing in finesse (Conference, Consult transfer etc).

Creating the test case document and designing the Visio Call flow based on the requirement from customer.

Troubleshooting the day-to-day tickets receiving from customer and sharing the solution

Monitoring day to day issue happened in CUCM & Unity Connection then trouble shooting the issue based on the alert and sharing log’s analysis to client.

Have Experience in Gitlab tool can help the organizations streamline project management, code versioning and deployment.

Developing and implementing the Genesys Cloud IVR call flow with integrating the third- party application.

Development of In-Queue call flows, screen-pop scripts in Genesys Cloud

Experience in Telephony, SIP trunks, Edges Devices, Phone management in Genesys Cloud and also having experience in Admin Activities like Roles, Divisions and Users creation

Experience in Integration with third party Web Service, Amazon Poly, GDF in Genesys Cloud

Developing In-Queue calls flows, Call back, voicemails and implementation of ACD Routing based on skill and idle time in genesys Cloud.

Knowledge in building the bot flow and Genesys Bot engine Tools & Skill Set:-

Cisco Call Studio 9.0, Core Java, Spring Boot, SQL Server, JSON, REST Web services, Genesys Cloud

Eclipse –IDE, Apache Tomcat 7, SVN

Software Engineer at Servion Global Solution ltd April 2016 – August 2017 Project : Kbank_ IVR

Role : Software Engineer

Project Description:

KBANK IVR interacts with customer through inbound process. IVR (Interactive Voice response) Application is integrated with CISCO telephonic services. The major functionalities of this project are: Customers can call to the IVR toll free number given by bank & go through the IVR menus. Based on the options selected in the menus, call treatment will differ. This project provides an additional feature where customers can generate/change their ATM Pin & Credit Card pin in the IVR itself. IVR will first validate the caller with their CRN (Customer Relations Number) & Phone banking pin. Once validated, callers can enter the new ATM pin and encrypted pin number will be sent to the DB. Caller’s pin number will be changed in DB and a status message will be voiced out to the caller

Tools & Skillset : Cisco Call Studio 9.0, Core Java, Spring MVC,SQL Server,JSON,REST Web services,JSP,Hibernate

Roles & Responsibilities

Involved in code fixes and maintained of the application

Involved in client interaction to get the requirement of CR

IVR application migration from CVP 8.5 to CVP 10.5

Involved in Functional Testing & Implementing the business logic.

Design the Call flow documents through Visio based on the customer requirement and handling the tickets in daily basis.

Handling the different modules of the application based on the customer requirement’s

Software Engineer at Trigent Software Pvt Ltd May 2015 – March 2016 Project : Rainbow Target

Client : Royal Bank of Scotland (Accenture)

Role : Software Engineer

Tools & Skillset : Cisco Call Studio 9.0, Core Java, Hibernate, SQL Server, JSON, Spring MVC

Roles & Responsibilities

Implement complex IVR call routing solutions. This includes UCCAAS (Direct to agent) and CCAAS (Contact Centre Solutions).

Integrate complex IVR with advanced call routing plans and provide the solutions to banking processes.

Develop Phone banking applications, Card maintenance, transaction applications with CVP call studio application which gives rich experience to customer.

Provide a customised report, which gives the business a better view of their activity and customer responses.

Call recording and Configurations for Contact Centre infrastructure.

Involved in implement the CR changes as per the requirement

Involved in gathering the client requirement’s

Involved in code fixes and maintained of the application

Involved in client interaction to get the requirement of CR

Telecom Engineer (IVR) at IDC Technologies March 2014– April 2015 Project Name : 3G Project Network

Client : Aircel Cellular Limited (Wipro)

Role : Telecom Engineer

Tools & Skillset Cisco Call Studio 9.0,Core Java, Hibernate, SQL Server, JSON, REST Web services, Spring MVC

Project Details:

Aircel Application is a DTMF (Dial Tone enabled IVR application for a Telecom company, which allows the caller various core telecom functionalities. It includes integration with third party system for online call charging, and activation/deactivation of various value-added services.

Roles & Responsibilities: -

Developing the Telecom application with CVP call studio application which gives the rich experience to customer.

Provide the customised report that may have based on the customer requirements.

Responsible for coding and implementing and several modules of the application

Involved in code fixes and maintenance of the application

Ensured timely delivery and quality with client quality process. COMPETENCIES:

Good Team Leader and Motivator

Ready to Accept Responsibility

Self-starter, Quick Learner and work on own initiatives with minimum supervision Achievement:

Genesys Certified Associate (GCA) in genesys

PERSONAL PROFILE

Name : Jefin Paul

Gender : Male

Date of Birth : 27-3-1989

Nationality : Indian

Language : English, Malayalam, Tamil and Hindi

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