Janet Webster Email & Phone Number

San Ramon, Ca, Us

San Ramon, Ca, Us

Oakland, California, Us

IVR technical lead and Subject Matter Expert (SME) for IVR Call Center Application design, development, deployment, and support.Technical lead involving full life cycle development and support of IVR (Interactive Voice Response) applications for major utilities company. Develop and lead training sessions for team members. Conduct analysis on IVR performance. Recommend and design enhancements to improve take rate, customer satisfaction, and performance. Design and lead development of application performance monitoring tools.SME for system call center upgrade project of over 60 Nuance servers, including: application, speech recognition, TTS, voice portal, DB, inbound and outbound servers. Hands on involvement to identify and validate interfaces between and Nuance and Cisco servers. Redesigned over 30 UC4 file transfer objects

Oakland, California, Us

Operations support and development for Nuance IVR applications. Create SQL queries for graphical reports to analyze call logs to evaluate application performance to identify defects or areas for enhancement. Implement these enhancements and fixes resulting in improved take rates and cost reductions. Subject Matter Expert (SME) for the IVR portion of the Contact Center migration I and II projects to convert the Nortel IVR application to Nuance/Cisco Platform. Developed deployment documentation and trained team for application deployments. Implemented Nuance IVR application fixes and enhancements utilizing Java and XML code.

o Designed and developed automatic alarm monitoring scripts to: evaluate IVR take rates and alarms, generate reports, and send email alerts of suspicious trends. This process has proven effective in pro-active monitoring and timely resolution to production issues.o Developed and presented tech-transfers for the peripro tool. o Evaluated and resolved issues reported in the internal Issue-tracking (iTrack) tool. o Implemented application changes utilizing the peripro development tool. o Supported integration testing, and application roll-outs.

Rancho Santa Margarita, Ca, Us

Developed User's Guide, Technical Reference, and Bootstrap documentation for the Adaptive Call Router (ACR) application, an enhanced GUI to the Genesys skills based routing platform. Performed QA testing for the ACR application. Met challenging time lines to align this introductory product with live beta test sites.http://www.customercaresolutions.com/

Ca

Full life cycle development for IVR projects. Completed quality projects on time within budget for high profile customers. Demonstrated effective multi-tasking skills balancing diverse assignments. • Successful implementationso Periphonics GUI Tools: periPro, periStudio, periReporter, MPS Developero MPS 500, MPS 1000, Periproducer, Peri Toolso IVR features: CMR, CPD, CTI, TTS, Speech Recognition, XML, ISDNo Host interfaces via vtcpd, XML, Oracle SQL, DB2, screen scraping• Developed user-friendly web based consoles using HTML and Perl • Projects generated over $3.5 million in software revenue• Received Top Developer ranking multiple yearsPeople Manager, 2 yearsSelected to manage development team up to 15. Conducted performance evaluations. Developed mini tech-transfers. Planned and organized team building events, including picnics and holiday parties.Project Manager, 3 years Managed touch-tone IVR projects. Internal ISO 9000 Auditor, part-time Conducted internal audits.

Consultant for IVR Speech Recognition IVR project. Worked with project manager and development team for scheduling, coding, design and code reviews, testing and production rollout.

Bethesda, Md, Us

MATBAT project -Integration testing of military ground training system in a simulated lab environment-Developed GUI applications on HP UNIX with UIM/X, XDesigner, & X Motif-Developed applications using SQL, Ada, & C-Development of requirements using Interleaf documentation interfaceARTS project (Ford Aerospace)-Developed Real-time software for Air Force Automated Remote Tracking Stations using iRMX -Developed Interrupt Service Routines for Intel 82347, 82530, & 386 chips-Developed OOD applications with Borland C++ OWL-Team member with responsibilities in cost analysis, software development cycle, site installation & testing-Supported and maintained proprietary real-time embedded operating system with multitasking, scheduling and messaging in Multibus environment.-Tested with Integrated Circuit Emulator (ICE), Logic Analyzer and Protocol Analyzer tools-Presented formal Design and Code reviews to the customer-Developed internal training manuals for the ICE tools.

Houston, Texas, Us

Scanning Gallery project- Developed desktop publishing software for Microsoft Windows using structured analysis design and C language.- Integrated on-line help support for Windows software package.- Coordinated user interface translation with overseas localizers to French, Spanish and German.