Experience

IBM Canada IBM Canada Limitee

• Higher Education
• 1 - 100 Employee

• Contact Center - Solutions Architect

  • May 2021 - Present



TD

• Canada
• Banking
• 700 & Above Employee

• Senior Technical Consultant

  • Apr 2012 - May 2017

  Adhered to the bank SDLC methodology, successfully led the design and implementation of multiple large-scale projects for TD North America Contact Center (NACC) using Cisco technology – UCCE, ICM, Finesse, CM, CVP, SQL Server DB, eGain Exony - Data Repository and Reporting. Canadian Retail Project: Replaced Telus individually managed systems at each TD retail branch (approximate 1200 branches) with one centralized Cisco VOIP, SIP enabled, CVP solution. Optimized the design to enable mass configuration changes of hundreds of branches from several hours/days to a few minutes. Significantly reduced operating cost to the Retail stores through centralized management and resources sharing. Was the first bank in Canada to deliver VOIP technology to Retail branches in 2012. America’s Most Convenient Bank (AMCB) IVR Project: Collaborated with the Phone Channel team to architect and redesign an end-of-live AMCB Retail IVR and migrated it onto NACC. This US IVR alone exceeded the combined call volumes of all other Canada IVRs on the Bell managed Voyageur platform.  AMCB Contact Center Agents Migration Project: Architect and led the migration of thousands of agents from 11 AMCB LOBs onto NACC. Responsible for the redesign of all Contact Centre data and reporting onto eGain Exony, a Reporting platform on NACC. TD Securities (TDS) Contact Center NACC Migration Project: Responsible for the redesign and implementation of the TDS call routing and reporting solutions from an end-of-life platform onto NACC. Technologies Used: UCCE, Cisco ICM, CVP, CM, Verint, SQL Server DB, eGain Exony, Nuance TTS, Java, Hammer Performance Test Tool



Online Business Systems

• Senior Consultant

  • May 2010 - Mar 2012

  • OBS Internal Project:Deployed Genesys Framework version 8, T-Server, Universal Routing Solution 8, SIP Server 8, eServices 8, iWD 8, CC Pulse+7.5, CC Analyser7.5, ICON8, Info Mart8 on Window Server. Installed and configured the Framework, T-Server, URS, Stream Manager, SIP Server, eServices, iWD, CCPulse+, CC Analyser, ICON, Info Mart. Installed and configured Apache, Tomcat to enable email interactions. Built POC strategies and business processes to route voice and email interactions. Created and configured MSSQL databases to support voice, multi-media interactions, real-time and historical reporting. Analyzed ICON and Info Mart databases.• OBS - System Architect - London Life Contact Centre Caller Identification and Desktop Productivity Project Using OpenSpan, a leading provider of desktop productivity and SOA acceleration products, architected multiple solutions to automate the authentication process for Client Service Centre (CSC) lines of business. The project substantially decreased call handle time, minimized error rates and increased customer and employee satisfaction. The solution entailed: Fetch authentication data from multiple London Life & Great West Life policy administrative systems and display them on the desktop. Agent uses the data to authenticate the caller. Assist agent in identifying when a caller has been authenticated by keeping track of the correct answers. Document multiple policies within a single call to the Record on Demand (ROD) NICE tool. Technologies Used: OpenSpan 4.5, .NET, LDAP, WinHllapi



CGI

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

• Senior Consultant

  • Feb 2010 - Jun 2010

  Senior Consultant / Team Lead / System Architect Role:FIT – Foresters Invest in Transformation Project (2010)A member of the CGI team working with Foresters on a multi-million dollars IT and business processes transformation project, led the architect and design of multiple IVRs, real-time system interfaces for Foresters, a life insurance company with divisions in Canada and the US.* Project 1: Given a tight deadline, successfully designed and architected several IVRs, integrated with UCCX and CRM for screen pop of caller profile and last IVR menu option. Targeted to redirect 75% of Policy Holder inquires to self-serve and 80% of Producers’.* Project 2: Analyzed and designed multiple real-time interfaces for XML ACORDs data exchange between various systems at Foresters: Policy Administrative System, New Business and Underwriting System, Producer Administrative System, Imaging and Document Printing.Technologies Used: IPIVR, UCCX, CM, VXML, mainframe, servers.



Bell

• Canada
• Telecommunications
• 700 & Above Employee

• Senior Consultant / Solution Architect

  • 2000 - Jul 2009

  Provided technical and design leadership on key client projects for Bell. Conducted needs assessment; performed lead role on the design and development of IVR solutions.* Team Lead / Solution Architect – TD Voyageur (2006 – 2009)Assumed lead role for a high-profile Biometric Voice Print Authentication project. Led development and execution of Voice Authentication IVR solution which improved client organization security by minimizing fraudulent activity and client identity theft by authenticating callers using their voiceprints including facility for initial voiceprint enrolment and later voiceprint changes. Achieved a 2% higher security rate, well above customer expectation. Nuance Verifier, ASR, Cisco ICM,IPCC,Webview, HDS, Oracle * Team Lead/Solution Architect – Citibank Canada (2000 – 2006)Played technical leadership role in Bell PSO 6-year initiative to build and host MasterCard, Private Labels and The Home Depot IVR systems, Reporting system for Citibank. Generated 700K of revenues for Bell PSO yearly. Direct Talk, TN3270, Cisco ICM, Oracle, Crystal Report.* Team Lead/Designer, Bank of America (BofA), California (CA) VRU (2005)Led team of developers to design and implement a multi-module solution in front of and behind the switch IVR on MPS500/1000 platforms, successfully transitioning 20% of BofA customers, an equivalent of hundreds of millions calls monthly. PeriPro 3.1, TN3270, Genesys.* IVR Team Lead/Analyst, CTV (Canadian Idol) (2005)Led Bell technical teams to jointly design first ever built ‘mass voting solution’ for CTV’s popular Canadian Idol show, where network integrity and essential services were not compromised but well protected while receiving multi-millions voting calls consecutively during narrow 2-hour voting window. Recorded votes and created essential MIS results reports. Direct Talk, DMS 100, Oracle, Crystal Report.

• Senior Consultant / Database Designer / DBA

  • 2000 - Jul 2009

  Provided technical and design leadership on key client & infrastructure projects for Bell. Designed and implemented scalable, high availability, high performance Data Warehouse, reports and real-time transactions. * Team Lead / Data Designer/ DBA – TD Voyageur (2006 – 2009)Assumed lead role for a high-profile Biometric Voice Print Authentication project. Architected and designed Voice Print database, real-time transactions, and ‘cradle to grave' Contact Centre reports. Installed, configured and managed Oracle DB 10G to support peer IVR teams. Assisted development teams in logical data design and data access. Implemented physical database structure. Oracle 10G RAC, Performix, DB2, Crystal Report* Team Lead / Designer – TD Voyageur Enterprise Data Warehouse and Reporting (2006 – 2009)Made key contributions in large, complex project undertaking to renew and upgrade TD’s approach to measuring customer satisfaction levels and performance of its 1000s of call centre service agents. Project entailed review of real-time and historical reports used by managers and collection of key call centre statistics from multiple sites for placement into Cisco HDS for Webview reporting. Multi-source data (HDS, IEX, CM, IVR) were analyzed, modeled and ETL’ed to data warehouse DB for creation of custom enterprise-wide reports and trend reporting. Quickly learned and became first Webview subject matter expert (SME) for Bell PSO. Cisco Webview, HDS, Performix, DB2, Crystal Report * DBA/Analyst – Bell NIVR – Billing and MIS System Optimization (1993 – 1999)Played key role in architecting and building a fully redundant, high performance billing and MIS reporting system and data warehouse DB; optimized the simultaneous DB access for 7x24 real-time update processes and complex reports queries. Vastly improved user accessibility to reports 4 hours prior to 6AM deadline. Oracle 7 Parallel Server, SQL, C, Crystal Report

• Business Consulting / Analyst

  • 2000 - Jul 2009

  Contact Centre Analysis for: Department of Justice, Sears, Bank of Montreal, Manulife Financial (2002 – 2005)Conducted face-to-face and telephone meetings with customer executives and teams to understand current state of company’s contact centre environment and its alignment with company’s short and long term strategic plan. Analyzed & created comprehensive report including in-depth analysis of current environment & future state recommendations with steps required to get there. The report also contained proposed solutions & architecture, recommended ‘best fit’ Contact Centre technologies including hardware and software, project activities, timelines and costs.• Participated in a complex operation review and analysis for RIM. Made solid recommendations to reengineer RIM CC reporting and its data analytic strategy. Built the reporting SOW which played key role for Bell to secure the RIM contract to completely re-build RIM multi-media Contact Centre using voice, web chat and email.• Involved in large size RFP processes, analyzed and recommended automated solutions to improve customer services and reduce company operating cost. Contributed to the winning of the TD-Voyageur contract for Bell.