Providing customer onboarding services for various products including Video, Voice, Messaging and Collaboration channels

Responsible for application and integration related implementations in contact center domain. Predominantly works on CTI integration with SFDC CRM and web chat orchestration with several OTT chat channel providers. Has implemented WebRTC based video and co-browsing solutions. Worked on enabling Customer Digital Transformation across various channels like chat bot, IVR bot and social media integration. Recognized for providing resilient and fault-tolerant solutions around automation in contact center domain.Proficient in Java Spring Boot & Micro Services, REST/SOAP web services, Web sockets, Jabber (XMPP) protocols, BOSH, Protocol buffers, Remote Procedure Calling etc.,

Worked on Interactive Voice Response solutions and their integration with Speech enabled (ASR & TTS) Call Steering solutions like Nuance, Google Dialog flow etc., Provided Cisco JTAPI-based solutions to leverage Unified Communication Manager for connecting field-associates with end customer via contact center's infrastructure. Worked on Cisco UCCE/HCS solution's products such as Contact Center Domain Manager, Precision Queue APIs to automate agent provisioning and reskilling.

Started my career as a trainee in contact center domain.Worked as an application engineer to perform system integrations.Exposure to IVR development environments like Nortel Peripro, Avaya Dialog Designer/Orchestration Designer, Cisco Call StudioWorked on Cisco Finesse gadgets and 3rd-party application integrations with CTI REST and XMPP services.