Solutions Architect at LPL Financial for implementing NICE InContact Contact Center solution and migration from Avaya to NICE.

At Universal Technical Solutions, Manage and support installation and repair of surveillance systems, Access control systems, structured cabling and security systems. At Davosec, manage and support VOIP telephony systems. Administer Linux VOIP servers in cloud using CentOS with Asterisk. Provide technical support to clients. Other technical responsibilities include troubleshooting phone issues on VOIP servers, writing scripts for server administration and maintenance.

Develop Computer Telephony Integration (CTI) Application for Healthcare organizations. Currently work remotely on a project that requires developing telephony server application for Siemens Unify voice platform. Utilize CSTA (Computer Supported Telephony Application) interface to write multithreaded applications using Microsoft C#. Use windows socket programming to communicate between server and client components.

Software Developer for HR, Benefits Mgmt and related applications (using C#, VB.Net, ASP.Net)IVR developer (telephony scripts, call routing, database integration)Developed customized applications (using C#, VB.Net and Classic ASP) for health and benefit enrollment, Pension management, Absence management and coverage verification. • Developed custom code based on the client’s HR requirements for health benefits, plans and options provided for their employees. Used C#, Classic ASP as well as custom configuration tools to develop client’s website. • Customized Pension Management application using custom configuration tools as well as coding in C# & ASP integrating with Oracle, MS SQL and Sybase databases. • Developed and customized Absence Management (TAM) application using VB.Net, Classic ASP and custom tools. The application was designed to keep track of employee absences as well as determine the validity of the leave requests based on federal and state policies. • Wrote custom application tools (using C# & VB.Net) for moving data (Oracle Db) between different environments (Dev, Test, QA & Prod). Created user authentication utilizing Active Directory and develop role based user access to different modules of the application.• Authored code for creating dynamic web pages based on user’s access rights and choice selection.• Develop IVR Call flow • Setup/Modify database specific to each client’s requirements• Develop and Configure IVR solution that handles customer specific needs including employee benefits enrollment for New Hires, Open Enrollment and verification of existing coverage • Support and Troubleshoot any Telephony / Database problems including IVR issues, Cisco or Avaya integration issues. • Upgrade existing code written in Visual Basic 6 to C Sharp• Suggest improvements in IVR functionality• Support and Troubleshoot IVR Status monitor application written in ASP

Avaya Siebel CTI EngineerResort Condominium International(RCI)., Indianapolis-IN (Oct 03 – June 04)Integrated Siebel Call Center application (7.0 & 7.5) with Avaya Interaction Center. Major responsibilities included the following:• Install, configure and test Avaya Interaction Center (formerly eContact). • Install and configure the Avaya integration component with Siebel. • Defect resolution related to Siebel and Avaya CTI issues. • Configure Avaya PBX and Interaction Center for multiple IC server integration (Multi-site) with one Siebel environment.• Install and Configure Concerto(Davox) Outbound driver for integration with Siebel. Debug the driver code for modification needed for upgrading from Siebel 7.0 to 7.5

Worked for Professional Services Organization at Avaya as a Principal Solutions Developer for developing and implementing CRM solutions. Major responsibilities/job assignments included following :• Installed and configured Avaya Interaaction Center with multiple input channels (formerly eContact).• Created Call Flows in Avaya Interaction Center using QScript • Used Quintus eContact Manager to setup and configure servers including Core Servers (ORB, Alarm & Directory Servers), ADU Server, Telephony Server, Workflow Server, eDU Server, Data Server etc.,• Created middleware ActiveX components for integrating Agent Desktop application to Quintus eContact CTI servers (Call Channel Server). These middleware components enabled agent desktops to receive telephony events and screen pops when the call arrived and at the same time it enabled the Telephony Servers to monitor Agent states. In addition, developed ActiveX components to set/modify ADU data at the Quintus eContact CTI server before sending it to the agent.• Developed desktop components of the integrated Quintus eContact solution using Visual Basic and C++. • Created Virtual Telephone (Softphone) for Agent Desktops to handle telephony events, handle calls and agent availability.• Created Screen-pops for Quintus eContact and also CentreVu CT to notify Call Center agents of the customer information, when a customer call is routed to them.• Upgraded applications designed for Call Centers to help analyze and improve their performance. Used Call Management System (CMS) to show the real time performance reports to the supervisors and the Call Center agents. • Developed Automation Servers (COM Objects), ActiveX controls and integrated them with the client CTI (Computer Telephony Integration) Systems of the Call Center.