Developed a web application that allows contact center managers to assign skillsets to agents in Avaya’s Large Enterprise Contact Center server, utilizing Java, Spring Framework and RESTful APIs. This application also performed Avaya Messaging password reset for authenticated users.

Develop a Linux service (in Java) that capture real-time statistics from Avaya’s Large Enterprise Contact Center for integration with IVR applications, expected wait time, callers in queue, etc. Modified an Avaya Orchestration Designer application to utilize the real-time statistics.

Responsible for designing and developing software in C/C++, Java and Avaya Orchestration Designer.

• Integrated Sound Hound’s cloud based speech recognizer (speech-to-text) with Airmeez IVR platform (FreeSWITCH based), utilizing C/C++.

• Modified an Avaya Orchestration Designer application to integrate with Airmeez Call Back Assist server, passing queue information via SIP UUI data.

Responsible for the design, development and continuing operations of IVR applications, utilizing VoiceXML, Java (Avaya Orchestration Designer & Experience Portal, CBA, POM, MPS Developer), Nuance Speech Recognition, Tomcat, JDBC, SQL and Pro*C.

• Responsible for mapping customer requirements into self-service and contact center solutions, including system/software architecture, software development, project planning, implementation and continuing operations.

• Developed a generic call flow execution engine utilizing Avaya Orchestration Designer and Java. Developed the web tool used to create and store call flows in an Oracle database. Developed an Oracle stored procedure that extracts the call flow from a database for execution.

• Hands-on software development and management of a cloud based multi-tenant portal, utilizing Java/Eclipse/Spring/Spring Security/Hibernate/Tomcat/HTML5/CSS3/Oracle/MySQL.

• Hands-on software and system architect with exceptional object oriented design, development, and analytical skill. Experienced client and server side developer, multithreading, JavaScript, DOM, RESTful and WSDL APIs.

• SAP Business Objects integration for a client portal for subscriber management, reporting and billing (Java, Tomcat, Servlets, Oracle, JDBC).

Responsible for managing a Professional Services organization developing advanced IVR and contact center applications utilizing speech recognition, text-to-speech and CTI.

• Responsible for the oversight of pre- and post-sales activities for all customer engagements, including RFP responses, quotes, margin analysis, schedule and implementation.

• Improving call center efficiency and the caller’s overall experience by finding new opportunities for IVR automation, analyzing and improving existing IVR dialogs, utilizing CTI and skills based routing for more efficient customer service representative interactions.

• Architect and system design strategist for multi-site contact center solutions, integrating IVR, CTI, ACD, Workforce Management, CRM, Web and IT components. (Utilizing VoiceXML, HTML, C/C++ JAVA/J2EE, PHP and SQL).

• Designed and developed an innovative voice processing platform based open source, featuring VoIP (SIP), VoiceXML, speech recognition and text-to-speech. This pure software based system, developed in C/C++, executed on industry standard servers running Linux or Windows.

• Designed and developed an Auto Dialer for Nortel MPS and VPS/is systems. The Dialer automates outbound calling campaigns, integrated with a variety of databases and featured a Web based administrative, configuration and monitoring tool. (Technology utilized C/C++, SQL PHP, JAVA Script and HTML).

Managed all aspects of product development for the voice self-service (IVR) product line, including budget, design, development, verification, documentation and support. Effective large team management skills, leading technically diverse software teams of engineers and application developers implementing mission critical products, tools and IVR applications that address the contact-center and self-service markets.

• Managed a multi-tiered professional services organization handling large complex projects, implementing custom call center application, including IVR dialogs with speech recognition (transcription, grammar and application tuning), CTI with desktop integration and ACD scripting for skills-based routing.

• Transformed the custom application development methodology from a proprietary environment (PeriProducer) to a Web technology model base on Eclipse utilizing VoiceXML, CCXML, JAVA/J2EE, XML, SRGS, SQL and HTML, Nuance and SpeechWorks.

• Led the development of a VoiceXML development tool based on Eclipse (WVAD), leveraging its plug-in architecture to provide an environment for coding, testing and debugging of speech recognition IVR applications utilizing a Web IDE.

• Responsible for the design, development and product life-cycle management of Nortel’s MPS voice processing platform, integrating a programmable switching fabric with IVR functionality and speech recognition for TDM and VoIP networks. Technology; Windows, Linux, Unix, C/C++ JAVA/J2EE, PSOS, SS7, ISDN.

• Led the development of a pure software based self-service (IVR) platform featuring voice and video, based on open standards such as SIP and MRCP on Linux and Windows. The system featured video messaging, real-time video streaming (RTSP), H.263, MPEG4 and integration with Real Networks Helix content servers. Technology: Windows, Linux C/C++, OpenVXI, SIP.