Summary
Overview
Work History
Education
Locations
Timeline
Generic

Param Yanamandra

Mountain View

Summary

  • 15+ years of experience in Architecting, Designing, Integrating, Developing Applications and implementing Solutions in one of the largest and Engineering heavy Contact Centers in the US Successfully implemented innovative and first-time-ever Solutions in Contact Center partnering with Business, Vendors, Architecture, Security and Cross functional teams Experience implementing technological solutions that are highly scalable with N+1 redundancy architecture in a large-scale distributed environment Experienced in implementing Contact Center solutions in Voice, Email, Chat, Video Chat and other media in Cloud and Premise based environments Mentored, guided team members and lead on design and coding standards to ensure overall success of team members and applications. Evaluating emerging Contact Center Technologies, Proof of Concepts and implementing first-time ever solutions in the Enterprise.

Overview

24
24
years of professional experience

Work History

Lead Omnichannel Engineer

LinkedIn Engineering
Mountain View
03.2021 - Current
  • Architected and implemented data ingestion applications that enabled historical and real-time data into NICE WFM LOBs improving agent productivity by 40%
  • Onboarded several LOBs to NICE CXOne Omnichannel routing by integrating with Salesforce and Dynamics 365 CRMs to handle chats, voice and cases decreasing Time to Resolution of cases by 32%.
  • Implemented NICE WFM for LOBs replacing Excel based forecasts increasing agent productivity by 40%.
  • Integrated InContact with HDFS, Okta and other applications to enable to provide seamless flow of data from end-end
  • Researched new technologies using Gen AI by creating Proof of concepts like using OpenAI realtime and Twilio for Conversation AI using Python and Flask
  • Lead the support strategy of LinkedIn collaborating with Product Managers, Business and vendor NICE InContact

Team Lead, Apps Systems Engineer 6

Wells Fargo Bank
San Francisco
08.2014 - Current
  • Architected, Designed and lead team members in a Server based Messaging Platform using Java, Websockets, RESTful APIs that Integrates Agent Softphones, CRMs with CTI applications like Genesys, Cisco UCCE, Aspect Dialer into a single platform that handles 300 million calls yearly.
  • Designed the RESTful APIs of the Messaging Application that uses Websockets and provided technical expertise in code quality and Continuous Integration using Jenkins and UDeploy for auto deployment and monitoring using AppDynamics for high availability.
  • Partnering with Vendors and Architecture team in aligning applications and creating a roadmap for Cloud Migration of Custom Applications and Contact Center into Genesys Pure Engage Cloud
  • Collaboration and Omnichannel
  • Enabling the Implementation and Integration of Nuance Cloud-based Chat that enables Chat on WWW pages of Wells Fargo as part of Enterprise Digitization drive.
  • Enabled WebRTC based CoBrowse on www pages using vendor solutions by partnering with www team to provide agent ability to CoBrowse while on Video call.
  • Designed a 'Bridge' that integrates cross-platform CTI Systems using SIP/RESTful and GED Protocols that reduced the AHT of agents and increased agent utilization across CTI Platforms.
  • Implemented Supervisor Assist Solution, a browser based real-time audio monitoring based on SIP and WebRTC that helps Supervisors to monitor and train agents working locally and remotely.
  • Enabled the Video-Chat Pilot Solution based on SIP/WebRTC that integrates with Contact Centers that provides video call experience to WF customers.
  • Designed and Implemented Mobile Click-For-Care, first time in the Bank that integrates Contact Centers with Mobile Application Systems using REST and TCP/IP, available to 20+ million users that reduced AHT by 26 seconds and reduced the customer's time-to-reach an agent.
  • Designed and Implemented 'Call-Me-Now', partnering with vendors and www teams, using REST and Genesys eServices APIs to enable Auto Finance Loan Applicants to be called immediately, avoiding 'lost' customers by integrating Auto Loan Application System and Genesys using Cisco Mobile Advisor, projected to save millions in revenue.

Sr. Applications Systems Engineer, IVR

Wells Fargo
San Francisco
11.2008 - Current
  • Designed and created RESTful and JavaScript based APIs for a diverse CRMs to integrate with the CTI Systems for receiving screen pops.
  • First time ever implemented the Genesys Interaction Workspace and customized to a Universal Softphone to support 50K agents and 600 million calls annually.
  • Leading the architecture, design and development of the critical Interaction Console that integrates various channels and various vendor technologies like Genesys, Aspect, Cisco, Cafex and eGain that will be used by 50K users.
  • Lead the design, implementation of Genesys eServices and Integration of Email and Fax systems with Genesys eServices to increase Agent Handling Time and fully automate the process of Email customer service.
  • Key member of the team in the implementation of SIP/VOIP based Genesys Centralized Call Platform implementation that routed calls efficiently for about 600 million calls per year.
  • Worked on the deployment and high availability of the Genesys Platform and supported Tier 3 on call for the overall Contact Center environment for both Genesys and Cisco environment to ensure high availability of the Genesys Premise based environment.
  • Developed Server-Side components using Java, Spring and SOAP to enable Loan Processing functionality to the Mortgage Servicing IVR application.
  • Supported the Proof of Concept that implemented SMS based media communication using Genesys eServices and provided Tier 3 support for eGain chat.

Principal J2EE Engineer

Blaze Mobile
Alameda
02.2008 - Current
  • Developed Server-side components for the Mobile Wallet Application that supports Mobile Payments, Movie Ticket Purchase by integrating with Financial Transaction APIs like Card Marte, Yodlee to enable Bill Pay, Funds Transfer using Java and Spring.

Genesys/Java Consultant

Wells Fargo
San Francisco
12.2005 - Current
  • Enhanced Call Center code reusability and scalability by working on moving from Single to Multi tenant in Genesys 7.x.
  • Developed Strategies and configuration in Genesys as part of implementation.

J2EE Consultant

Verizon
Irving
05.2005 - Current
  • Increased AHT of Agents by designing and developing a centralized Work Flow Management tool that integrated Voice, Email and Cobrowse media for call centers.

J2EE Consultant

Broadwing Comm.
Columbia
11.2004 - Current
  • Automated the process of testing DS3 testing by designing and developing a Java and Struts based Web application that automated the testing of optical telecom switch equipment.

Java Consultant

Network Solutions
Herndon
03.2004 - Current
  • Provided Source Code analysis of the enterprise code by identifying the metrics and recommend design and code improvements to meet Object Oriented design standards.

Java Consultant

Corvis Corp.
Columbia
05.2001 - Current
  • Worked on the design and development of Java based Network Management application that performs integrated monitoring and management of optical networks.

Lead Omnichannel Engineer

Navan
Palo Alto
01.2020 - 03.2021
  • Company Overview: http://tripactions.com
  • Lead the design and development of routing of voice and chat interactions to support the 5000+ customers of TripActions using Twilio Cloud.
  • Architected and Implemented the Contact Center dashboards using Twilio RESTful APIs and collaborating with Aceyus Reporting Systems
  • Created Serverless components using Node.js and Java to support integration with internal applications like Workday, Calabrio WFM and Automatic Quality Management.
  • Http://tripactions.com

Education

Master of Science - Engineering

University of Toledo
Toledo, OH

Locations

  • Mountain View, Mountain View, CA, 94043
  • Palo Alto, Palo Alto, CA, 94301
  • San Francisco, San Francisco, CA, 94105
  • Alameda, Alameda, CA, 94501
  • Irving, Irving, TX, 75038
  • Columbia, Columbia, MD, 21044
  • Herndon, Herndon, VA, 20170

Timeline

Lead Omnichannel Engineer

LinkedIn Engineering
03.2021 - Current

Lead Omnichannel Engineer

Navan
01.2020 - 03.2021

Team Lead, Apps Systems Engineer 6

Wells Fargo Bank
08.2014 - Current

Sr. Applications Systems Engineer, IVR

Wells Fargo
11.2008 - Current

Principal J2EE Engineer

Blaze Mobile
02.2008 - Current

Genesys/Java Consultant

Wells Fargo
12.2005 - Current

J2EE Consultant

Verizon
05.2005 - Current

J2EE Consultant

Broadwing Comm.
11.2004 - Current

Java Consultant

Network Solutions
03.2004 - Current

Java Consultant

Corvis Corp.
05.2001 - Current

Master of Science - Engineering

University of Toledo

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Param Yanamandra