Sanjeet Sanda

• Lead the team of about 5 Cloud Service Engineers – tasks/projects allocation, provide mentorship, provide estimates on timing for project tasks, continuously monitor the COGs (Cost Of Goods) & make cost reduction suggestions, collaborate with the cross-functional internal organization leaders.
• Proactively monitor, analyze & perform the Cloud PaaS & SaaS product evaluations & make product recommendations that are hosted in proprietary data centers as well as AWS, to ensure optimal performance in addition develop plans to accommodate capacity for future growth.
• Maintain & support the existing Cloud based PaaS & SaaS services – patch existing systems, deploy customizations and new components based on customer demand.
• Identify and implement improvements to Cloud based PaaS & SaaS services (performance, security, stability, resiliency and proactive monitoring etc.).
• Troubleshoot and resolve the customer's technical issues around Prophecy, CXP Cloud based installations (including the technical issues around SIP, MRCP, HTTP, VXML, CCXML, networking, ASR/TTS engines, etc.).
• Act as an escalation point to various internal/external organizations for the defined list of Cloud SaaS/PaaS services.
• Design or provide specifications for hardware/software recommendations and architectural improvements.
• Support for customer/internal queries around CXP omni-channel application development, CXP server, clustering, configuration and management.
• Update and create new content for the various documentation sets, knowledge base, and technical Blogs.
• Escalate issues where appropriate to the Cloud Infrastructure Engineers, Platform/Software R&D Engineers and track tickets to the completion.
• Perform incident root cause analysis and postmortems along with the recurrence preventive action items/improvement.
• Perform problem analysis following any major service issues to prevent recurrence and identify a permanent fix and/or auto-remediate solutions.
• Amend the Chef scripts to perform installations, configurations, administration of the Cloud SaaS/PaaS products, and setup new Cloud builds for the new customers and/or migration work for the existing customers.
• 24/7 support for any high severity issues, platform level outages, & minimize the downtime.

Technologies & Tools: Amazon Web Services(AWS), Prophecy IVR platform, CXP, SIP, MRCP, Chef, HTTP, VXML, CCXML, ASR/TTS engines (Nuance/ Loquendo/ LumenVox), SBCs Splunk, JavaScript, Shell scripts, Operating systems (Linux/Windows/OS-X), Java, Media/Signaling gateways, Wireshark, SAP BOE, JIRA, Salesforce, SAOP UI, Web service APIs, SMS API, REST APIs etc.

• Troubleshooting and resolving the customer's technical issues around Prophecy, CXP premise based installations (including the technical issues around SIP, MRCP, HTTP, VXML, CCXML, CallXML, networking, ASR/TTS engines, etc).
• Act as primary technical support point/lead for few of the key customer accounts, like Everything Everywhere, South West Airlines, T-Mobile; those are hosted on a dedicated private cloud with complicated/high-graded architecture, and have strict & short SLA (Service Level Agreement).
• Act as an escalation point to Customer Care Engineer (Tier I/II) group and serve in as technical advisory.
• Provide the resolutions for various hosted & premise based developer/partner requests that include problems with VXML, CallXML, CCXML, or JavaScript code etc.
• Act as an escalation point, and support for customer queries around CXP omni-channel application development, CXP server, clustering, configuration and management.
• Update and create new content for the various documentation sets, knowledge base, and technical Blogs.
• Escalate issues where appropriate to the Platform/Software/Cloud Engineers and track tickets to completion.

Technologies & Tools: Prophecy IVR platform, CXP (formally VoiceObjects - a multichannel) developer, CXP server (including Infostore database and Analyzer reporting areas), SIP, MRCP, HTTP, VXML, CCXML, CallXML, ASR/TTS engines (Nuance/ Loquendo), Splunk, JavaScript, Operating systems (Linux/Windows/OS-X), Java, Media /Signaling gateways (Audio codes, Base7), Wireshark, SAP BOE, JIRA, Salesforce, SAOP UI, Web service APIs, SMS API, REST APIs etc.

• Troubleshooting and resolving the customer's technical issues around Prophecy, CXP premise based installations (including the technical issues around SIP, MRCP, HTTP, VXML, CCXML, CallXML, networking, ASR/TTS engines, etc).
• Act as primary technical support point/lead for few of the key customer accounts, like Everything Everywhere, South West Airlines, T-Mobile; those are hosted on a dedicated private cloud with complicated/high-graded architecture, and have strict & short SLA (Service Level Agreement).
• Provide the resolutions for various hosted & premise based developer/partner requests that include problems with VXML, CallXML, CCXML, or JavaScript code etc.
• Update and create new content for the various documentation sets, knowledge base, and technical Blogs.
• Escalate issues where appropriate to the Platform/Software/Cloud Engineers and track tickets
  to completion.

Technologies & Tools: Prophecy IVR platform, CXP (formally VoiceObjects - a multichannel) developer, CXP server (including Infostore database and Analyzer reporting areas), SIP, MRCP, HTTP, VXML, CCXML, CallXML, ASR/TTS engines (Nuance/ Loquendo), Splunk, JavaScript, Operating systems (Linux/Windows/OS-X), Java, Media /Signaling gateways (Audio codes, Base7), Wireshark, SAP BOE, JIRA, Salesforce, SAOP UI, Web service APIs, SMS API, REST APIs etc.

• Analyze, estimate, design, develop, and test the software solutions to various in-house telecom products (such as Virtual PBX, Network based contact center, Next-Generation Intelligent Network and Ring Back Tone).
• Write and maintain the programming documentation to prescribed standards with users and monitor user satisfaction.
• Maintain & support of the solutions by monitoring and correcting software defects.
• Work closely with other staff, such as project managers, pre-sales managers, product managers, solution engineers, front-end web developers in new requirements/features/solutions development and implementation life cycle.
• Responsible for analysis and estimations of customer tickets including performance, diagnosis and troubleshooting of problem programs, and design solutions to problematic programming.
• Work intimately with service engineers, customers to resolve customer maintenance tickets with in the defined SLA timelines.

Technologies & Tools: Worked on diverse technologies such as IVR, VXML, contact center applications, ECTXML (extension of VXML and CCXML), GRXML, Oracle, Linux, TAPI, Java, Java script, SIP, Nuance Voice Recognizer/TTS package, and telecom protocols (SS7/ISUP/INAP/ISDN).

• Lead the IVR development applications, train/mentor/monitor the developers, programming progress, backend integration and integration testing of diverse & large IVR applications (e.g. California Dept. Of Motor Vehicles IVR, Sempra Energy billing/payments self-services, etc.).
• Provide the required technical support and training support to IVR application development and QA teams.
• Lead the IVR applications deliverables by managing the development/QA teams.
• Development of the complex IVR application modules (using VXML programming language, CISCO Editor4.0 and Genesys Studio7.6).
• Lead the independent IVR application module integration and backend/mockup integrations.
• Participate in project management meetings to advice technical architectural inputs.
• Integration of OSDM modules.
• Development of complex speech/DTMF grammars for the IVR applications.
• Participate in Genesys Voice Platform7.6, CISCO Voice Platform4.0 installations and configurations.
• Participate in various ASR/TTS engines (Nuance, Loquendo) installations, configurations and integrations.

Technologies & Tools: VoiceXML2.0, Java, CISCO Editor4.0, CISCO Voice Platform4.0, Cisco IP communicator, Genesys Voice Platform7.6, Genesys Studio7.6, Bugzilla, Log4j, Tomcat, Webservices, Nuance ASR/TTS, Loquendo TTS/ASR.

• Analysis, programming, backend integration and unit testing of deserve large IVR applications (e.g. Dreyfus retail services, Charles Schwab brokerage and banking services etc.).
• Development of the Applications using VXML programming language, using Nuance V-builder IDE and Audium Builder3.
• Development of speech/DTMF grammars for the IVR applications using GSL, GRXML.
• Participate in integration of various independent app modules.
• Lead the application module deliverables by managing junior developers.
• Participate in backend integration process.
• Development of TELLME CTI/ICR programming scripts to send the required call data to the live agents (using com.tellme.icr.ICRServlet API).

Technologies & Tools: VoiceXML2.0, JSP, Java, JavaBeans, V-Builder3.0 (SP6), NVP3.0 (SP6), JBoss, Java script, SIP-soft phone, Audium API for Java, Audium Builder3, Webservices client, Bugzilla.

• Analysis, programming and unit testing of deserve IVR applications (e.g. Washington Mutual Loans self-services, Hershey IVR etc.).
• Development of the Applications using VXML programming language, as well using Nuance V-builder IDE.
• Development of speech/DTMF grammars for the IVR applications using GSL, GRXML.
• Participate in Nuance Voice Platform installation and configuration.

Technologies & Tools: VoiceXML2.0, JSP, Java, JavaBeans, V-Builder3.0(FP), NVP3.0(SP4), JBoss, Java script, JAXB, XML, SIP-soft phone, IBM Voice Tool kit3.1, IBM Websphere Voice Server/SDK3.1.