Jul 2018 – Apr 2019 · 9 mos

Oct 2007 – Apr 2019 · 11 yrs 6 mos

Oct 2007 – Jul 2018 · 10 yrs 9 mos

• ☞ Work closely with clients to architect and design solutions matching their needs and oversee the delivery
• ☞ Setup and manage the onsite-offshore model
• ☞ Come up with Technical proposals for Business development
• ☞ Customer relationship management.

Nov 2014 – Apr 2019 · 4 yrs 5 mos · San Francisco Bay Area

• Apple maintains an in house solution for a passive call recording on it’s call center enviornment. Deployed globally and multiple data centers, this is one of the largest passive call recording deployment. The core recording component integrates hardware-level packet filtering, TCP reassembly, SIP extraction and RTP analysis to record calls and stores them encrypted. The system integrates into the Genesys CTI solution by listening to Genesys events via PSDK integration.
• An intuitive user interface to search for calls and an efficient audio playback via HTTP live streaming was developed to help call center supervisors listen to calls and ensure the quality of agents. An enterprise Feedback management solution was also built into the user interface for supervisors to evaluate the agents.
• A real-time monitoring dashboard listening to Genesys stat server and reporting call center statistics was developed which helped contact center operations team to monitor the health of the call center environment.

Sep 2013 – Apr 2019 · 5 yrs 7 mos · Sunnyvale, California · On-site

• Apple Contact Center Environment is a very large multi-channel and multi-site contact center solution implementation, with many customized applications developed on Java, Cocoa around Genesys framework. As a consultant of these highly critical and customer facing applications I posess a well understanding of application functionality, technical implementation and business purpose.
• Role:
• ★ Configure, deploy and upgrade Genesys applications.
• ★ Understand, troubleshoot and provide workarounds and solution for business and customer impacting issues in the environment.
• ★ Work with development team for upgrades, issue fixes requires SDLC to be followed
• ★ Work with Genesys technical support and application developers for root cause analysis and fix.
• ★ Review and analyze already resolved cases, repeated issues and prepare recommendations for Architect team to review, test and approve.
• ★ Change requirement review and impact analysis with business
• ★ Knowledge management by preparing articles,Training and grooming new associates
• Specialities:
• ✔ Managing expertise operating successful programs involving complex technical integration and multiple cross-functional teams.
• ✔ Have been part of architecture design and implementation of various enterprise applications.
• ✔ Worked on implementing Genesys applications to meet the growing infrastructure needs and to have the applications to current versions to address operations issues in the environment.
• Applications/Tools/Work Environment:
• ◆ Genesys Framework: TServers, SIP Servers, Routing
• ◆ Genesys Reporting (StatServers), ICON, Genesys Real-time & Historical Reporting
• ◆ Genesys Multimedia Solutions – Email, Chat,Intelligent Workload Distribution (iWD),Genesys eServices
• ◆ Genesys Outbound Contact Solutions (OCS)
• ◆ Custom reporting application based on StatServer data (Real time and Historical Trending)
• ◆ Call Recorder
• ◆ Custom Agent Desktop application
• ◆ Netscout nGenius
• ◆ Splunk

May 2011 – Apr 2013 · 1 yr 11 mos · Bengaluru, Karnataka, India

• A Base Transceiver Station (BTS) is a piece of equipment that facilitates wireless communication between user equipment (like cell phone) and a network (GSM, CDMA etc). This functionality is implemented with number of hardware units and a cluster of software working on the complete hardware. The Flexi transport module is an intermediate module that interfaces the NMS, BBM, OMS modules of the BTS with the Core Network elements. The BTS Transport Software receives the management & configuration message from NetAct & Site manager. The message will be processed and necessary configurations are made in transport software and hardware. The BTSOM acts between NMS & TRS providing BTS level implementation of fault, configuration, software, performance & hardware management. The BBM takes care of the call processing and management. The core network comprises of network elements that are specific to the service network and communication technology
• Responsibilities:
• Board Bring up.
• Development of kernel modules and device drivers.
• API development for various chips used in the transport layer of the system.
• Performance monitoring and recommendations during the integration of sub systems.
• Preparation of validation metrics and performance graphs.
• Evaluating network processor in the system.
• Bug fixing.

Feb 2009 – Jan 2011 · 1 yr 11 mos · Bengaluru, Karnataka, India

• I moved to be part of sustenance team taking care of fixing the bugs and developing new features for the release based on customer requirements. The system is now retired and customers are now using the later generation of hardware. I got excellent opportunity to learn the basics of Telecom communication, TDM integration, x86 processor and inter card communication, protocol suites etc.
• An Introduction on the system:
• The CA (Caller Application) has an optimized voice processing architecture with distributed processing and real-time operating system. The CA is able to handle large numbers of simultaneous users, which is governed by the number of ports. Using a packet switching mechanism allows all ports to leave messages for a single mailbox in a non-blocking manner. On the architecture part of the CA, it has a Central processing card and several accessory cards as well as SCSI RAIDs. Each card has its own microprocessor and RAM, and can act independently of the central processing unit. In fact, a fully loaded four-station cluster has dozens of microprocessors working concurrently to provide maximum performance.
• Responsibilities
• Work with customer to gather requirements for new features.
• Feasibility analysis and document the requirements.
• Troubleshooting and fix the reported issues.
• Ensure early resolution of production issues in the form of patches and workarounds.
• New feature development on each new release of the CA/Sierra software depending on the Customer requirements.
• Final inspection
• Mentoring Team members
• Skills and tools used:
• 8086 microprocessor programing.
• Aspen Resident Debugger (A preparatory tool)
• IBM Clearcase (Version Configuration Management)
• IBM Clear DDTS (Defect & Change Management Tool)
• Solution Environment:
• SUN Sparc, Sun E450, UNIX, C, Proprietary languages and hardware
• Achievements:
• > I was appreciated by client for the Service Excellence.
• > Recognized by TCS with "Star of the month" award.

Feb 2009 – Jan 2011 · 1 yr 11 mos · Bengaluru, Karnataka, India

• Additional Roles:
• # CA/Sierra Enhanced Call Sender Rebound (ECSR) SUDD Development
• Lucent Messaging provides mailbox move between CA/Sierra’s using the Mailbox Move Utilities. Presently the move occurs in 2 passes. In the first pass, name, greetings and user record containing the message headers are picked. In the second pass the messages are picked. After all the mailboxes have gone through PICK, the mailboxes in the moving range are locked along with the database.
• With this ECSR SUDD, there is only one pass during which the name, greetings and user record containing the message headers are picked, leaving the messages on the CA/Sierra itself. During the PICK operation, only the PO would be locked but the database would remain open for change through OCL commands and also the COS menu in the SMT would be accessible. Message (i.e. Voice/Fax) from a subscriber sent to an ECSR mailbox would be routed to Anypath via ML irrespective of the state of the system (i.e. PICK or IDLE state).
• # System Administrator
• Few key highlights involve
• Keeping track of backup on the servers. (Source code, software builds etc)
• Keeping track of maintenance contract and co-ordinate with Vendor for server maintenance
• # TL 9000 Audit preparation
• I worked with the auditors for documentation and establish proof that we are maintaining telecom standards for the certification. The activity provided excellent opportunity to have understanding on the telecom standards.
• # Decommission of the Lab facility
• TCS was owning the complete system involving Development, Testing, Maintenance and the Server environment. We had a testing lab setup in our premise for the system. I co-ordinated and worked with vendors on the following responsibilities
• Identify and collect quotes from vendors.
• Validation of vendor and identify the best quote ensuring the best price.
• Co-ordinate with vendor for transportation and completion of activity.
• Procure certification of decommission and share with Client.

Feb 2008 – Mar 2009 · 1 yr 1 mo · Bengaluru, Karnataka, India

• CA/Sierra is a proprietary voice messaging system that has been deployed on multiple locations including North America, Brazil, Europe, Korea and Japan. The system is integrated to PBX and provide IVR menus for the mailbox options. We at TCS worked along with the client team for development of Telecom solutions on CA/Sierra.
• I started as a QA engineer testing different functionalities of Voice messaging system. This gave me opportunity to learn more about the system, get good understanding on how the system is integrated to the PBX, the quality assurance standards to be followed. My responsibilities involve
• Prepare Test plan and Test cases for both generic and functionality specific.
• Perform Unit testing, System Testing, Regression Testing and performance testing for the IVR solution.
• Report failed test cases, find bugs, document bugs and evaluate the changes are ready to release.
• Tools used:
• DCT 2000 (A Catapult tool for Digital Telecom Testing)
• Hammer (A CTI-Computer Telephony Integration Tool)
• IBM Clear DDTS (Defect & Change Management Tool)