Mohammed Shaik
Sr. Technical Lead - IVR
Hyderabad,Telangana
Summary
- 15+ years of experience in Cisco and Genesys Cloud application development, testing,
implementation, troubleshooting, bug fixing, maintenance, and doing changes and integration in the
applications. - Experience in IVR, Chat, and Email flow developments using Genesys Architect. And Agent Script
development using Scripts tools in Genesys Admin - Experience in VXML application development using Core Java, and CVP API using Call Studio IDE.
- Experience in SQL and Stored Procedures using Oracle SQL Developer and MS SQL studio tools.
- Experience in IVR and Routing application development using the Genesys Designer tool.
- Experience in HTTP and Web Service integrations in IVR applications.
- Experience in Environment setup for Division, Trunk, Site, Edge, Person, Phone, Queues, Skill, Language, Group, QM, WFM, Dialer Campaigns and other settings using Genesys Cloud Admin
- Experience in Environment setup for agent, agent group, skill, skill group, agent desktop, DN, and other cloud cluster settings using GAX (Genesys Administrator Extension) tool.
- Experience in Power Automate to automate manual tasks.
- Basic Knowledge of Cisco data and voice networks and UCCE environment
- Ability to work in a team environment, along with an ability to manage own tasks, lead the team, and deliver on goals. Ability to adapt quickly to new environments and technologies
- Possesses good interpersonal, mentoring, team leading, analytical, written, and verbal communication skills.
Overview
17
17
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Sr. Technical Lead - IVR Applications
Servion Global Solutions
Hyderabad
08.2015 - Current
- Developed key modules including Mobile Banking, DND, Outbound Dialer, SR Status and Appeal compliance Validation.
- Built internal monitoring tools using Spring and Hibernate, improving SLA adherence by 30%.
- Delivered TRAI-compliant regulatory applications for telecom clients
- Contributed to architectural decisions that resulted in more scalable and maintainable applications for long-term success.
- Learned and shared knowledge of new technologies to support technically challenging projects and assume various responsibilities.
- Mentored junior developers through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities.
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
- Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability.
Technical Consultant
InventureIS Pvt Ltd
Pune
09.2014 - 08.2015
- Delivered high-quality code on time by effectively managing project timelines and prioritizing tasks accordingly.
- Trained new developers and programmers on company standards for design and review.
- Improved software performance by identifying and resolving bottlenecks in the code.
- Successfully met tight deadlines under pressure while maintaining a strong focus on quality deliverables throughout all stages of the development process.
- Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
Senior Software Engineer
IBM India Pvt Ltd
Pune
03.2011 - 09.2014
- Led Idea telecom IVR deployment across 18+ languages, supporting rapid regional expansion.
- Designed reusable IVR components reducing development effort by 25% across projects.
- Enhanced software functionality by identifying and resolving complex technical issues.
- Mentored junior developers, fostering professional growth and enhancing team productivity.
- Developed scalable applications using agile methodologies for timely project delivery.
- Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
Software Engineer
Servion Global Solutions Pvt Ltd
Chennai
12.2008 - 03.2011
- Developed Tata Docomo IVR application across14+ languages, supporting rapid regional expansion.
- Developed scalable and maintainable code, ensuring long-term stability of the software.
- Integrated new technologies into existing systems, increasing capabilities and improving overall performance.
- Developed reusable components that significantly reduced development effort on multiple projects.
- Implemented effective debugging strategies, resulting in fewer software defects and increased reliability.
Education
Master of Computer Applications - Computer And Information Systems
Osmania University
Hyderabad, India 04.2001 -
Skills
IVR & Telephony Platforms
Timeline
Certified Associate in Python Programming
11-2024
Google Dialog Flow essentials
08-2024
Sr. Technical Lead - IVR Applications
Servion Global Solutions
08.2015 - Current
Technical Consultant
InventureIS Pvt Ltd
09.2014 - 08.2015
Senior Software Engineer
IBM India Pvt Ltd
03.2011 - 09.2014
Software Engineer
Servion Global Solutions Pvt Ltd
12.2008 - 03.2011
Master of Computer Applications - Computer And Information Systems
Osmania University
04.2001 -
Core Competencies
Cisco CVP (VXML, ICM, PGW), Media Servers, Inbound/OBD IVR Architecture & Design, Core Java, J2EE, Spring, Hibernate, Web Services, Apache Kafka, Apache Spark, Oracle 11g, PL/SQL, SLA/KPI Monitoring, Custom Analytics Tools, Agile Methodologies, DevOps Collaboration, Disaster Recovery Planning, Full SDLC Management
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