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CV_PraveenKonda_CCIVR

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CV_PraveenKonda_CCIVR

  1. 1. PRAVEEN KONDA Mobile No. 9686764283 Email - p.shetty28@yahoo.in - 1 - BACKGROUND 11+ Years of IT experience in QA, QC, Business Analysis, Test Management in Telecom, Genesys/Cisco/Avaya/Aspect IVR Contact Center for Retail Platform, BFSI Domain, Mobile Applications, E&U, Payments testing, Cloud technologies, Business Intelligence, Automation testing. Strong Areas: Writing Proposals, RFP Study, Feasibility & System Study, Business Analysis,Requirements - Gathering & Analysis, Functional and Technical Design, Software Recommendation, Project Management Skills, MS Project, Software Development Life Cycle, Interaction with Expert Contacts in Siebel, Oracle, CTI, Genesys, Siemens, Nortel, Cisco, Envox and IBM Professional Services, Good Troubleshooting Expertise on Technical and Functional/Business related issues, Service Level Agreement (SLA) standards. Have extensive experience in Automation, Functional testing, System testing, Unit testing and Regression testing. Has good experience and exposure to various phases of product development life cycle. Have in-out knowledge on the complete Scriptless Automation Framework SAF to automate Genesys Contact Centre IVR application Automation frame work Design through with SAF along with Emperix, UFT and QTP. Currently working with CGI India. Profile Update  Experience in configuring & administering of CISCO, GENESYS, CUCM/Cisco Unity/Cisco Unified Contact Center/Verint/VPI call recording system/AspectUIP  6-8 years experience in designing & implementation ofEnterprise wide Contactcenter solutions for both IP and TDM environment  Good track record of design,implementation & optimization ofVoice/Contact center solution  Excellent understanding & practical knowledge ofUnified Communications,Unified Messaging,VOIP Technologies,Telecom standards & Dialer concepts  In-depth understanding ofVOIP, SIP, H323,ISDN, PRI, E3,T3, T1, E1 protocols,compression algorithms & bandwidth analysis  Expert level internetworking troubleshooting in a large-scale voice network environment  Good Understanding ofcall loggers /recorders like Verint,VPI etc.  Working experience on WFM, MIS tools like Verint 360, Ewfm,Cisco Reporting,CMS and CDR's  Sound technical and analytical abilities in managing voice & network infrastructure  Ability to communicate effectively with all levels within and outside the organization  Good listening and consultative skills,excellentwritten and presentation skills;Keen attention to detail and projectmanagementskills CURRENT EXPERIENCE Bell CIBC, Canada, ECCO IVR Contact Center Ongoing assignment from 02/14 Bell CIBC ECCO Project is a supporting services to their client satisfaction through IVR Contact Center support services,increasinglyfrom unconventional methods in contactCentre, Work force management,Infomatica/ETL data bases and complexIVR applications.Volumes ofnew services and finance products has to be supported by the IVR applications through volume ofcomplexIVR features,data from new sources including DTMF, Text to speech, Voice Biometrics, VERINT360 WFM continue to increase data complexity and call flows. So Companies seeking to modernize their contact Centre with Genesys, and CICSO from their existing technology to meet these demands . Roles & Responsibilities  Assess & Build Core level infrastructure based on customer’s requirement/LOB’s.  Understand End – End business and redesign the productas per business needs.  Involved in Planning,Design,Implementation,Operation and Optimization services for Bell CIBC ContactCenter and enterprise TelephonySystem INDUSTRY EXPERTISE • Telecom & Media • BFSI • IVR Contact Center • Genesys & CISCO CTI • Manufacturing & Distribution • Mobility Enterprise • Retail • Payments Domain
  2. 2. - 2 -  Active participation in projectdesign,architecture, scoping,and requirements analysis,incorporate end to end Voice requirements  Responsible for installing hardware and software in accordance with organizational policies and procedures such as Change Control Board and System Installation Checklists  Responsible for all documentation related to Infrastructure implementation  Responsible for Vendor Coordination wherever necessary& KPI tracking for Vendor activities  Ability to operate at all levels within the organization and cross functionallywithin multiple Clientorganizations  Delivers engaging,informative,well-organized presentations;playsupporting role in designing,implementation, documentation and projectmanagement  Understand business requirements for customer base and be able to translate them into technical requirements.  Co-ordination with technical team for object development.  Responsible for capacity estimation/planning & support production Issues.  Participate in Client meetings during the coming phases in the Project for socializing the Blue print prepared.  Review the estimations/tasks as per the requirement’s matrix and ensure the changes are documented .  Co-ordinate offshore team and align them to the onshore counterparts in terms of deliverables/timelines .  As technical lead – identify number of resources required for the technical tasks , Assign tasks , monitor the progress and ensure completion of the tasks assigned to the technical team members as per the time lines .  Preparing technical specifications from the blueprint for the technical deliverables ( existing interfaces, new interfaces )  Design, Develop the new interfaces and changes to the existing interfaces as part of the project - Ensure changes to the existing interfaces/ new interfaces are in sync with the technical specifications.  Identify all changes that are flowing as part of the socialization process and ensure the changes are documented/reflected in the technical specifications from time to time.  Review the progress of the technical deliverables from time to time and update to the stake holders .  Co-ordinate various teams involved during different testing phases ( UT, IT , UAT ) for the project.  Trouble shoot/analyze the testing errors and changes to the developments .  Ensure proper testcases are identified and processed during the UT/IT phases as per the business requirement to confirm the development work is in proper alignment with the technical specifications . Responsibilities performed as Team Lead/ Test Lead/Senior Tester  Test Planning, Analysis & Design, Execution & Reporting – Manual & Automation  Collate all reports and give status updates on a regular basis to the program board ensuring thatall issues/risks are reported and dealtwith appropriately.Ensure all progress has been adequatelyidentified and communicated to the business.  Responsible for authoring and implementing defect management process for UAT / Business Users.  Liaised with the Business leads and management stakeholders to prioritize requirements & defects as per business needs and communicate plans and set expectations for resolution.  Identify, evaluate and assign all defects/CRs to the Project Delivery Managers and liaise with them to ensure that all are proceeding as planned.  Conducting PMD for team members for yearend appraisal cycle.  Creating & Defining the User Stories, Assigning to the respective Scrum Teams.  Backlog Grooming of user stories & prioritizing them.  Estimation of User stories wrt there complexities.  Driving Projects End to end by setting up the Scrum Teams as per the technology.  Expertise in Agile & Waterfall methodologies for project E2E implementations. Roles as Business Analyst  Requirement Elicitation.  Gap analysis between business requirements and product functionality.  Development of functional and non-functional requirements from business requirements.  Participate in UAT/AT cycles and delivery of solution to customer.  ITIL based change management  Assist and support project management team during the planning, and execution phases.  Contribute to presentation and training material preparation and participate in customer presentations.  Experience in conducting client demos.  Ensuring team deliverables and participation in release planning in terms of test estimates, capacity plan and work allocation.  Taking proactive lead to ensure rightrequirements are captured by team in form of Test Case scenarios through peer review and technical mentoring.  Experience with implementation of enterprise-wide information management applications (either software development projects or commercial software implementation projects)
  3. 3. - 3 - Management, Business development & Solution Architect Activities  Solution Architect discussions with the Business Team for Use case design.  Full Life cycle implementation for the Retail & Online shopping projects.  Providing value adds to the product implementation as the per need & environment.  Managing the Team to capable of handing the requirements as Individual contributor level.  Managing the day-to-day operational and tactical aspects of multiple projects, creates and executing project work plans and revising as appropriate to meet changing needs and requirements.  Working experience on Operations, Release Engineering, full life cycle deployment.  Creating & Defining the User Stories, Assigning to the respective Scrum Teams  Backlog Grooming of user stories & prioritizing them.  Dependency Management & ensuring cross-team coordination.  Estimation of User stories wrt there complexities.  Driving Projects End to end by setting up the Scrum Teams as per the technology.  Expertise in Agile & Waterfall methodologies for project E2E implementations.  Scrum Planning, Retrospective & Demo of the ongoing Scrums.  Set up Scrum teams and drive projects end to end.  Expertise in Configuration Management Tool such as TeamForge, Sharepoint & Caliber.  Implementation of Best Practices QA Templates & was awarded for the Same.  Involved in Estimation, Kick of meeting, preparing high level design.  Break down the work structure and assigning task to the team member.  Preparing Status report, Metrics, analysis, As Is & To Be documents.  Interacting with client for all the project related concerns.  Quick Learner and Excellent Team player, ability to meet tight deadlines with Agile Process. OTHER EXPERIENCE CTI Consultant Sydney Water Worked recently at Clients:Sydney Water Corporation,Sydney as Siebel – Genesys CTI Integration Architect. * Worked recently on Siebel / Genesys CTI Integration Solution at Sydney Water for around 200 Contact Center Agents in Sydney Area and for a customer base of1 Million plus. * Worked on CTI / ContactCenter Functional Requirements with Business & Functional team to understand whatthe clients expect now and in future expansions. * Worked with Business Users /Functional Team on certain CTI functionality and capability demos. * Interact with Clientand Functional Teams on various CTI / Telephony / IVR Integration options and suggesting the bestpossible solution and architecture. *Worked with the Vendors (Oracle, Genesys) to get their inputs and documents to presentto ClientTeams for a comprehensible CTI/ Contact Center solutions. CTI Consultant Bell Worked on Siebel / CTI / Avaya AIC Integration at Mobilink with around 3 Contact Center Sites in Pakistan and around 600 Call Center Agents for a customer base of10 plus Million. Worked on CTI / ContactCenter Functional Requirements with Business & Functional team to understand whatthe clients expect now and in future expansions. Worked with the Vendors (Oracle, Avaya) to get their inputs and documents to presentto ClientTeams for a comprehensible CTI/ Contact Center solutions. Worked with Siebel/Oracle Expert Services and TAM’s to implementthe Siebel CTI bestpractices.
  4. 4. - 4 - CTI Consultant Bell CIBC * Working as a CRM / CTI / Call Center Technical Lead in the Projects. * Prepared the CTI module in the Proposal process /RFP response to be presented to Clients. * Worked on CTI Requirements, Functional and Technical Specification and Functional/Tech Design. * Working with Business Users on certain CTI and Genesys related demos. * Interaction with Siebel/Oracle/Genesys/Siemens experts on some real time issues. * Worked with Siemens Tech support on HiPath CAP and Trunk issues to change TelephonyArch. * Worked with Telephony and other Tech Teams to Analyze IVR / CTI / Call flow applications. * Written Test Cases involving Genesys and Siebel Call Flow including IVR. * Working in the Companyas SubjectMatter Expert in CTI and Call Center Applications. * Experience on working in Onsite / Offshore model and interacting with offshore team. * Working on other Proposals and RFPs for Prospective Clients. * Worked on SLA standards in Dev, Deploy and Post-Prod supportenvironments. Siebel / CTI Consultant * Worked as an IndependentConsultantreporting to ProjectManager. * Worked on CTI Requirements,Functional and Technical Specification and Design. * Worked with Developmentand Design Team to understand the IVR and Call flow applications. * Trained Some Business Users on Siebel CRM / CTI. * Worked with Business Users on CTIrelated demos. * Assisted the ProjectManager in Updating the Project Plan and responsible for Design Documents. * Installed Siebel 7.8 Clientand Server in DevelopmentEnvironment. Revenue Recovery, Orange & T- Mobile, from 09/10 to 10/12 Technical Environment: Java, Web Application,UNIX. PAYG REVENUE RECOVERY is a part of Pay as you Go Just Talk(JT) plan in Orange network, which include testing of Network tools using Empirix Hammer Call Analyser tool that delivers a full range of offerings that provide end-to-end services to ensure reliability, scalability, and performance from planning and implementation through ongoing management and technology enhancements that meet the service assurance Empirix is used deploy or upgrade on-premise automated testing and monitoring solutions in new IP-based contact centres, CTI implementations, Genesys IVR or voice portal installations, or undertake projects to ensure the effectiveness of Contact Center application software modifications. The Empirix product line includes solutions for Contact Center Testing as well as Performance Management and includes: OneSight for Contact Centres, Voice Watch® proactive monitoring, and network edge device testing. My Roles and responsibilities during this project are mentioned as below: 1. Testing on hosts, routers, switches, DNS, hostnames, IPv4/IPv6 addresses, Ethernet, switching and routing. 2. Experience on IP, VoIP Network Testing Tools using Empirix Hammer Call Analyser & Genesys tools. 3. Expertise in IVR Testing 4. Working knowledge and experience in the area of Networking concepts, SIP, TCP/IP, UDP, RTP/RTCP, SDP, Cable modem, and VoIP 5. Knowledge of IP-PBX, media gateways and gateway controller. 6. Hands on experience on working with troubleshooting of VoIP network using Cisco call manager, Third Party voice mail server, voice gateways, Avaya CM. 7. Experience with working on WIRESHARK, Abacus and Smartbits network analyser for Orange & T- Mobile. 8. Writing and execution of test plan, conduct test plan review, testing schedule. 9. Experience in software sanity, acceptance, progression testing, automation design, development and support. 10. Strong acquaintance of quality of service, distributed server infrastructure in support of VoIP services, IP Security concepts including well-known services, ports, and protocols. 11. Documentation of processes and procedures for operations, provisioning and NOC teams. 12. Good client management experience with excellent communication and inter-personal skills. 13. Wide system view, excellent analytical skills, ability to handle complex tasks, high learning ability, creative problem solving, thinking “out of the box”.
  5. 5. - 5 - Network Testing Tools Implementation in Orange, T- Mobile, Century Link & EE  Unified Communication  VoIP Networks  IMS Environments  Voice Quality  Video Quality  Data Service OS: Linux Server deployment and troubleshooting Apache, Tomcat  Model based tools - finite state diagrams, model based code generation, IVR app development)  Test Automation - Empirix Hammer product experience and web based testing tools  Contact Centre domain knowledge: IP telephony, CTI, ACD, IVR, including product knowledge of Avaya, Genesys, Cisco, and Siebel.  Architecture, design, implementation and configuration of Contact Centre systems Companies worked with: Card Payments, RBC from 03/13 to 01/14 Technical Environment: QTP/UFT, Java, WebApp, RFT Cartier, RBC from 05/12 to 03/13 Technical Environment: JAVA, Win XP, Android, ios & BlackBerry. Wallet Services, CIBC & CITI Bank from 10/11 to 03/13 Technical Environment: QTP/UFT, Java, Webservices,UNIX, RFT ECOM, IOT SHOP, Century Link, IBM from 08/08 to 09/11 Technical Environment: Java, Webservices,UNIX, RFT Sync Tally, Fidelity from 02/05 to 08/08 Technical Environment: Java & UNIX. EDUCATION Bachelors in Engineering (BE from VTU, Bangalore)

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