Experience

Verint Financial Compliance

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Software Engineer

  • Mar 2019 - Present

  Responsible for designing and Implementing new call recording system across the globe for a major Financial client. Involved in Solution design, Implementation,platform certification and deployment of new integrations on the Verint Financial compliance Call Recording platform. Responsible for designing and Implementing new call recording system across the globe for a major Financial client. Involved in Solution design, Implementation,platform certification and deployment of new integrations on the Verint Financial compliance Call Recording platform.



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Senior System Engineer

  • Nov 2012 - Feb 2019

  Worked as a solution engineer to design, test and certify new products for Trader voice platform. Also, implemented and designed Call Recording solutions using NICE products for International and US markets. Worked as a solution engineer to design, test and certify new products for Trader voice platform. Also, implemented and designed Call Recording solutions using NICE products for International and US markets.



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Lead

  • Nov 2007 - Oct 2012

  Project Scope: NICE Call Recording System records Inbound (Intelligent Contact Manager) and outbound (Dialer) calls that are carried through Avaya/Geotel and Unified Internet Protocol (UIP), Davox and Aspect Conversation Systems. Through this system, customer and Agent voice interactions in the call center are recorded along with the Agent Screen recording. Screen recording option allows the Team leads to review the call to see what functions the agent is performing while the call is taking place. Call Recording solution is used mainly for business compliance and Agent training purpose. Responsibilities:• Involved in the monitoring of the Call Recorder Systems across the Globe through HP Sitescope monitoring Tool and ensured that 100% Call recording is achieved.• Have provided technical guidance for recording all the inbound calls on the Next gen Holly system.• Involved in the analysis of the production issues and resolved them with the appropriate root cause.• Have provided technical guidance during the project migration from NICE Perform R2 to R3 Systems.• Have provided technical assistance during the NICE system upgrade from 8.8 version to the Perform R3 system.• Have installed the monthly Microsoft patch updates for all the windows servers across the globe for AMEX.• Excellent work experience in configuring the NICE voice loggers.• Interacted with the business partners team directly and resolved all the critical business reported issues by taking appropriate actions.• Organized weekly calls with the NICE vendor team for the resolution of the production issues.• Mentored/lead an offshore and onshore team of 10 for supporting the NICE applications across the Globe for AMEX.Environment: NICE Perform Release 3, NICE Perform Release 2, Nice 8.X System. Show less

• Team Member

  • Sep 2007 - Oct 2007

  • Involved in the monitoring of the Aspect Conversation System, Aspect Unified Internet Protocol(UIP) system, Enterprise Campaign Manager(ECM) and Davox system across the Globe for AMEX and ensured higher availability of the Dialer platform.• Have provided technical guidance during the project migration from Aspect Conversation to Unified Internet Protocol (UIP) System.• Involved in the analysis of the production issues and resolved them with the appropriate root cause.• Have installed the monthly Microsoft patch updates for all the UIP windows servers across the globe for AMEX.• Performed necessary changes to the UIP systems to support the Day light saving changes.• Interacted with the business partners team directly and resolved all the critical business reported issues by taking appropriate actions.• Proactively involved in taking the initiative for writing the scripts for monitoring the Dialer systems.• Have provided Trend Analysis on the incidents to maximize the system availability and ensure stability to the production environment.• Organized weekly calls with the Aspect vendor team for the resolution of the production issues.Environment: Aspect Conversation System, Aspect Unified Internet Protocol(UIP), Enterprise Campaign Manager(ECM), Davox. Show less

• Technical Lead for Voice Response Platform

  • Jun 2006 - Aug 2007

  • Provided Design expertise on the Voice Response application architecture enhancements on Periphonics Voice Response platforms.• Developed the applications for Point of Arrival solutions and was working on the migration of Periphonics proprietary applications to VXML and Java based solutions.• Monitoring the system for effective working using various tools proprietary to AMEX.• Develop configuration settings for the application that will be newly introduced to Tellme® speech platform.• Deploy configuration settings for the application that will be newly introduced to the hosted voice response solution in Tellme® speech platform.• Work with the business partners directly and will resolve all the business reported issues by making the code change immediately.• Worked with the various backend teams and resolve the issues involved in the backend connectivity for the application availability in development during the Quality Assurance/ User Acceptance testing• Maintain server availability in production and testing environments• Monitored the Tellme platform application closely and alert the vendors if the calls are handled in Business Contingency plan (BCP) scenario.• Provided temporary fixes to the incidents opened by the business partners.• Metrics preparation based on various VR incidents• Have provided Trend Analysis on the incidents to maximize the system availability and ensure stability to the production environment.Environment: C, Perl, Java, VXML, Peripro, Sun Sparc Ultra, UNIX, Linux Show less

• Software Developer

  • Sep 2005 - Mar 2006

  Responsibilities: • Involved in design, development, integration and testing of the application and also involved in the design of GUI for the user’s options that give the interface to the user for updating, inserting, and deleting records and other operations. • Developed database triggers and wrote stored procedures. • The reports like Profit & Loss Account, Balance Sheet, Bank Transaction reports, Cash Transaction reports, Creditors List, Debtors List, daily reports, monthly and Yearly reports have been generated. Environment: JDK 1.3, AWT, SQL, PL/SQL, JDBC, Swing, Oracle 7.1, Windows NT 4.0 Show less