Pulagam Vamshi
Summary
- 9 years of Insightful Experience in contact center, Health Insurance domain and Telecom domain.
- Recognized as a seasoned Contact Center and Manual Testing expert, with hands on experience in SQL, Cyara, Chat testing, GDF.
- Tested conversational interfaces with Directed and Natural Speech in Contact Center using Speech Recognition and Voice Biometrics.
- Strong technical skills in audio, video, and teleconferencing systems, with a commitment to excellence in user experience and support.
- Assist project managers in developing implementation plans, including the scheduling of project milestones
- Responsible to assess business requirements, recommending business priorities, and advising business on options and risks.
- Performing business process Analysis, Requirements Gathering Documentation, Validation, Systems Support in Collections & Recovery areas
- Strong Skill of Manual testing with expertise in writing & executing test cases and test scenarios.
- Strong Knowledge on various phases of Software Development Life Cycle (SDLC) & Software Testing life cycle (STLC).
- Good knowledge of testing process, test tools, creation and understanding of testing artifacts like test plans
- Experience in working in an Agile (Scrum) Methodology
- Experience in production support and release management.
- Domain Knowledge: Health Insurance and Telecom Systems. (Worked on Genesys, Nuance, Chat application testing).
- Professional Scrum certification
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr Software Engineering
Cognizant Technology Solutions
10.2021 - Current
- Leveraging visual diagrams to map and understand call flows within the VUI framework.
- Conducting stakeholder sessions to gather, analyze, and document comprehensive business requirements.
- Engaging in the product delivery process to ensure all changes are implemented and function as expected.
- Acting as the primary liaison between stakeholders and the development team, ensuring seamless communication and accurate requirements transfer.
- Presenting proposed changes to stakeholders prior to production deployment to ensure alignment with business objectives.
- Developing detailed end-to-end test scenarios within Jira to validate process accuracy.
- Tracking, documenting, and reporting defects within Jira to ensure timely resolution.
- Participating in daily Scrum meetings and internal team discussions to ensure project alignment and progress.
- Conducting thorough testing of telephony systems, chat functionalities, and DF processes to ensure operational efficiency.
Software Engineer
Legato Global Solutions
08.2019 - 10.2021
- Analyzing call flows through visual diagrams within the VUI framework to ensure comprehensive understanding.
- Facilitating stakeholder sessions to gather, analyze, and document detailed business requirements.
- Participating in PI (Program Increment) planning with stakeholders to align on requirements and deliverables.
- Contributing to the implementation of the product design plan to ensure alignment with business goals.
- Engaging in the product delivery process to verify that all changes are implemented as expected and functioning correctly.
- Serving as a key liaison between the customer community and the software development team to ensure the accurate flow of requirements.
- Presenting proposed changes to stakeholders prior to production deployment, ensuring alignment with business expectations.
- Participating in daily Scrum meetings and internal team discussions to maintain project alignment and progress.
- Conducting comprehensive testing, including telephony, dialer, chat, and web callback systems, to ensure optimal functionality and performance.
Software Engineer
Optum Global Solutions
12.2016 - 07.2019
- Gaining a comprehensive understanding of the application and functional workflows through detailed user stories.
- Developing and executing test cases using Cyara to ensure thorough test coverage.
- Creating and executing regression test cases using Cyara to validate product stability after changes.
- Conducting retesting and regression testing to ensure that defects are resolved and new functionality is verified.
- Reporting and tracking defects, ensuring timely resolution and documentation.
- Participating in peer reviews to ensure quality and adherence to best practices.
- Engaging in daily Scrum calls with clients to track progress, discuss issues, and align on priorities.
- Contributing to internal daily Scrum meetings to facilitate team collaboration and project alignment.
Associate Software Engineer
Optum Global Solutions
03.2015 - 11.2016
- Addressing IRM-reported vulnerabilities, coordinating with infrastructure teams to implement corrective actions and ensure application security.
- Managing ServiceNow incidents and HPSM alerts, providing timely resolutions within SLA requirements.
- Translating customer requirements into formal specifications and design documentation to guide development.
- Overseeing scope management, requirements analysis, planning, tracking, and delivery of business requests.
- Experienced in functional, regression, and system testing to ensure quality and reliability across different environments.
- Managing production releases, change control processes, and problem ticket activities to ensure smooth operations.
Education
BBA - Electronics And Communication Engineering
Vidya Vikas Institue Of Technology
06-2014
Skills
- Outbound - Genesys, chat testing
- Automation Tool - Cyara, Google Dialog flow
- Applications: Visio, ServiceNow, HP ALM, Jira, and Rally
- Testing Methodologies - Agile and Waterfall
- Certification – Cyara Certificate
Certification
- Cyara Certified Professional (5x certification) from Cyara.
Timeline
Sr Software Engineering
Cognizant Technology Solutions
10.2021 - Current
Software Engineer
Legato Global Solutions
08.2019 - 10.2021
Software Engineer
Optum Global Solutions
12.2016 - 07.2019
Associate Software Engineer
Optum Global Solutions
03.2015 - 11.2016
BBA - Electronics And Communication Engineering
Vidya Vikas Institue Of Technology
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