Praneeth Kumar Manchikanti

• Directed IVR system upgrade projects, coordinating with internal teams, and delivering solutions on time.
• Analyzed system performance metrics to identify areas for improvement and drive operational efficiency.
• Managed stakeholder expectations through regular communication, project updates, and performance reviews.
• Led the integration of new IVR features, resulting in a 20% improvement in call resolution rates.
• Developed comprehensive documentation and training materials for end-users and technical teams.
• Oversaw the implementation of IVR systems, working closely with cross-functional teams to ensure successful project execution.
• Managed project timelines and resources, delivering projects that met or exceeded expectations.
• Conducted technical analysis and provided recommendations for IVR system enhancements based on performance data.
• Responsible for backlog assessment.
• Managing the Agile sprint cycle offshore and onshore.
• Enhanced IVR system reliability and user experience by addressing technical issues and implementing best practices.
• 
  

• Leading the team of 20 in running the sprint successfully which is handled through Agile process
• Responsible for backlog assessment and conducting Daily Standup.
• Conduct daily stand-ups.
• Designing the flow based on the requirement and suggesting design changes accordingly.
• Review the request status with the business partners, if required, and even suggest/discuss the requirements.
• Unblock technical requirements with Technical Coordinators and the business partners.
• Conduct performance reviews for the team members.
• Exceptionally pleasant experience in dealing with production outages and handling them within SLO.
• Triage production defects and assign them to correct PODs.
• Flow Developer in migrating the flows from Avaya to Speakeasy.
• Manage day-to-day activities and influence Agile team members (Developers, QA, Scrum Master) to leverage, follow, improve and support agile software development practices
• Work in conjunction with the contact center Client Partners, software development.
• Managing the Agile Sprint cycle offshore and onshore.
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Unlock technical difficulties in analyzing the bug until implementation.
• Manage the release process for the entire team on high-impact flows.
• Work closely with Technical Implementation Coordinators to unblock the client requirement.

• Responsible for delivering quality solutions through designing, coding, analyzing, configuring, unit testing, and maintaining the IVR applications with 10 call centers.
• Troubleshooting the application issues on ACD, AOD, M3, IVR Alert, TA circuits, and Gateways.
• Configuration of E1, ISDN, and IP trunks.
• Design, Development, and Support outbound Aspect IVR.
• Responsible for maintaining and administration of Aspect UIP 6.6, UIP 7.2/7.3.
• Handling day-to-day issues, incidents, and changes in ITSM for Aspect dialer.
• Creating ACD and IVR routing rules, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queue, and other messaging, call recording services, email, chat, and other components of a customer call center platform build.
• Advanced skill-based routing is applied with Customer Services IVR.

The single IVR has three different services.

• Made a customized library to play the South African voice files.
• Integration with the ITSM using lyrical script for Service Desk.
• Coordinate with ISP and dialer support vendor for any related issue.
• Daily Monitoring of M3, AOD, ACD, ALM, Alarms, and Trunk Utilization.
• DNIS, Numbering Plan, Route group configuration, creating resource.
• Groups, circuit set-up through URM is handled.
• Working with Aspect TAs, DCPs, and UMS.
• Develop and implement outbound calling campaigns through ALM.
• Blaster Campaign: Outbound product campaign through ALM blaster.
• Whole responsibility in creating and maintaining schemas, filters, strategies, services, lists, etc. In ALM.
• Responsible for generating output sales through scheduled mainframe JCLs.

• Developed RAEX GUI Screens under senior supervision using Java Servlets/JSP.
• Team member in writing XML files.
• Used XSLT-FO Processor to convert the XML AA1.4 documents to PDF.
• Interact with consultants regularly to generate the required reports. These reports were generated using Business Object functionalities.
• Generated reports using VXView functionalities, such as formulas and font modifications.
• Worked as a support member on VX-VIEW front-end issues.