ABHIJIT P UMRIKAR

Client: Asurion, USA

Description: Asurion is a mobile insurance provider, which has tie-ups with many of the carriers (mobile service providers) in most of the countries. Horizon is technology platform which is being implemented for IVR, which caters services to multiple clients (Rogers Fido, WIND, Sprint). Asurion provides mobile handset insurance services to the customers, where a replacement handset is provided against a specific lost/ stolen/ damaged/ malfunctioning enrolled equipment. It also provided automation of claim filing through different applications such as AgentUI (used by call center agents) and Web (used by end user). The system integrates many applications such as CVP, Pega ,TIBCO, Microsoft Dynamics, Twilio as well as Java web applications.

• Work as Technical Lead to create a technical design of the business requirement, closely work with other development team members to get it implemented, review their code, and do the hardcore development of the web-applications for the project.
• Work on development of agent facing (contact center expert) web application (customized Twilio Flex) using React JS. It’s a new cloud-based Contact center solution to replace existing legacy Telephony application.
• Created new Node JS based services/APIs and migrated legacy .Net based on-premises Middle Tier services to cloud (AWS) using docker containerization inside ECS Fargate. Also developed many AWS lambda functions and exposed them as a HTTPS APIs via API gateway.
• Migrated .Net 4.5 framework code to .Net Core (6.0) and restructured the code to improve the scalability and performance of an application.
• Work as a Scrum team to deliver this project following Agile methodology addressing backlog grooming, prioritizing, sprint planning, standup calls, and sprint retrospectives.
• Interact with business analysts/ business representatives for prioritizing, estimating, impact analysis items in sprint backlog.
• Work closely with offshore team to ensure they have proper requirement understanding, resolve their requirement and development related queries, provide them high level design.
• Led and executed the implementation of Microsoft.Net based application using third party Telephony component (using Avaya DMCC and AES).
• Unit/ Integration testing and QA/UAT support. On-call production support.
• Coordinate with virtual teams across different geographies.
• Ramped-up new team members in the project.

Client: Asurion, USA

Description: Asurion Corp Is the largest global provider of wireless handset insurance and wireless roadside assistance to more than 200 million consumers worldwide. VSS IVR (Voice Self Service - Interactive Voice Response) system is being used to service high call volumes, reduce cost, and improve the customer experience. Intelligent Contact Management (ICM) uses a combination of multichannel contact management, intelligent routing & computer telephony integration (CTI) capabilities. CVP Cisco Voice Portal, VXML Server & CTI application manages the event flow that is generated by the telephony switch during the life cycle of a call Supporting services (Middle Tier: TIBCO Service layer & other WCF services) facilitates to validate, process & furnish the requests.

• Work as Technical Lead to create a technical design of the business requirement, closely work with other development team members to get it implemented, review their code, and do the hardcore development of the web-applications for the project
• Work as a Scrum team to deliver this project following Agile methodology addressing backlog grooming, prioritizing, sprint planning, standup calls, and sprint retrospectives
• Interact with business analysts/ business representatives for prioritizing, estimating, impact analysis items in sprint backlog
• Work closely with offshore team to ensure they have proper requirement understanding, resolve their requirement and development related queries, provide them high level design
• Led and executed the implementation of Microsoft.Net based application using third party Telephony component (using Avaya DMCC and AES)
• Unit/ Integration testing and QA/UAT support
• On-call production support
• Coordinate with virtual teams across different geographies
• Ramped-up new team members in the project.

Client: Asurion, USA

Description: Asurion Corp Is the largest global provider of wireless handset insurance and wireless roadside assistance to more than 200 million consumers worldwide. VSS IVR (Voice Self Service - Interactive Voice Response) system is being used to service high call volumes, reduce cost, and improve the customer experience. Intelligent Contact Management (ICM) uses a combination of multichannel contact management, intelligent routing & computer telephony integration (CTI) capabilities. CVP Cisco Voice Portal, VXML Server & CTI application manages the event flow that is generated by the telephony switch during the life cycle of a call Supporting services (Middle Tier: TIBCO Service layer & other WCF services) facilitates to validate, process & furnish the requests.

• Work as Technical Lead to create a technical design of the business requirement, closely work with other development team members to get it implemented, review their code, and do the hardcore development of the web-applications for the project
• Work as a Scrum team to deliver this project following Agile methodology addressing backlog grooming, prioritizing, sprint planning, standup calls, and sprint retrospectives
• Interact with business analysts/ business representatives for prioritizing, estimating, impact analysis items in sprint backlog
• Work closely with offshore team to ensure they have proper requirement understanding, resolve their requirement and development related queries, provide them high level design
• Led and executed the implementation of Microsoft.Net based application using third party Telephony component (using Avaya DMCC and AES)
• Unit/ Integration testing and QA/UAT support
• On-call production support
• Coordinate with virtual teams across different geographies
• Ramped-up new team members in the project.

Client : Asurion, USA

Project : VSS-IVR Role : Team Lead/ Senior Developer

Description: Asurion Corp. is the largest global provider of wireless handset insurance and wireless roadside assistance to more than 200 million consumers worldwide. And VSS IVR (Voice Self Service - Interactive Voice Response) system is being used to service high call volumes, reduce cost and improve the customer experience.

Intelligent Contact Management (ICM) uses a combination of multichannel contact management, intelligent routing & computer telephony integration (CTI) capabilities. CVP Cisco Voice Portal, VXML Server & CTI application manages the event flow that is generated by the telephony switch during the life cycle of a call. Supporting services (Middle Tier: TIBCO Service layer & other WCF services) facilitates to validate, process & furnish the requests.

• Involvement in Sprint analysis and business calls.
• Impact analysis of requirements gathered from client.
• Maintaining functional and technical documentation of the requirements.
• Development and support for the requirements.
• Providing support/analysis for the Live Environment incidents/issues.

Client : Asurion, USA

Project : Intelliset Role : Senior Developer

Description: Asurion is the global leader in technology protection services. From lost, stolen and damaged wireless handsets to malfunctioning computers or HDTVs, Asurion provides more than 70 million consumers worldwide with best-in-class, next day device replacement. Asurion also offers protection of user content and software. Intelliset is an Intranet application used by Customer Service Representatives (CSR) to file and process the claim on behalf of the subscriber. Subscriber makes a call to Asurion call center to file a claim. Call is answered by CSRs wherein CSRs use Intelliset application to process the claim.

• Involvement in Sprint analysis and business calls.
• Impact analysis of requirements gathered from client.
• Maintaining functional and technical documentation of the requirements.
• Development of the requirements.
• QA and Production support.

• Project: Immigration Workflow Role : Developer
• This application aims at reducing manual intervention and streamlining project creation process. All visa requests are tracked centrally via the Immigration workflow.
• Some of the advantages of using this application are-
• It is a user-friendly workflow application
• The application gives real time information on the status of the associate’s visa processing to both the associate and the requester.
• The application helps in effectively tracking the various stages involved in visa processing
• The application assists in capturing associate information and documents to a central database and ensures that SLAs are met with.
• Role in the project : Developer Team Size : 3

Responsibilities :

• Functional analysis of business requirements
• Impact analysis for parallel and downstream applications
• Development of applications using ASP.Net, C#.Net, SQL-Server 2005, JavaScript, AJAX
• T-SQL coding (Developing Stored Procedures, Triggers, UDFs)
• Worked with QA to support their testing.

• Project : Integrated Staffing Workflow Role: Developer
• ISW is internet-based system that automates the process of raising and tracking Capgemini’s requisitions. It provides requestors, project managers, staffing partners and recruiters a single point of contact to communicate on the status of requisitions. In Capgemini if an employee (Requester) wants candidates, then he raises the requisition and request comes to staffing and recruitment department. Staffing means finding candidates on internal bench and if found then allocate that candidate else open the request for recruitment. Then recruitment section carries further task In this process, many peoples are involved and the request flows through various steps. This application keeps tracks of each and every step. There are approximately 25 steps from opening the requisition to its closure. Every step has individual owner and owner is responsible to complete his step in specified cycle time. If he failed to complete his step in specified cycle time, then his work is escalated to his superior. This application also generates various types of reports like summary report, requisition status report, escalation report etc.
• Role in the project : Developer Team Size : 8

Responsibilities

• Functional analysis of business requirements
• Impact analysis for parallel and downstream applications
• Development of applications using ASP.Net, C#.Net, SQL-Server 2005, JavaScript, AJAX
• T-SQL coding (Developing Stored Procedures, Triggers, UDFs)
• Worked with QA to support their testing.