Engineer-2
Bread financial
Total years of experience :5 years, 2 Months
As an Application Engineer-2 at Bread financial in India, I am responsible for developing and maintaining software applications for the company's financial services. I collaborated with cross-functional teams
to design and implement solutions that improved efficiency and user
experience.
• Managed full lifecycle of application development
• Conducted thorough testing and debugging of software Implemented new features and enhancements to existing applications
• Trained and mentored junior engineers
• Joined in March 2021 and was actively involved in a migrating the
contact platform from Avaya to Noble Contact Center Platform.
• Successfully migrated over 2000 agents for inbound and outbound.
• Was involved in all the basic details to build for an inbound call to land.
Building agents, Skills, DNIS’s, exclusion tables, Telephony, Inbound
service, ACD, etc
Senior Customer Care Engineer 2019 - 2021
Aspect Software, India, Bangalore
· Provided technical support and assistance for different issue with
Unified IP and AQM for most of the customer in APAC and EMEA and
US region.
· Troubleshooting all escalated cases pertaining to application and infra
via cases created by team members\Customers
· Get engaged in all Severity 1 cases to resolve the issue in 30 mins of
time as per SLA.
· Engaging R&D team in case of issue looks to be complex or after 3
hours as per SLA
· Post fixing the issue educating Tier-1 partner Engineer about the log
requirement to get to the RCA.
· Post getting the logs review the logs and find the root cause of the
issue and provide the Next POA to customer based on the nature of the
issue.
· In case of product bug immediately open a Defect with R&D and get
the ETA for the fix and share the details of the defect and fix to the
customer.
· In case of environmental issue is suspected, work with customer to
identify the same and guide them to engage appropriate customer’s
team. Some time we must get into call with them to get to the root
cause and fix the same.
· Involved in Tier 1 screening of candidates for Hiring.
· Perform Audit of all new system during the support handoff process
from our implementation team
· Monitor all the CRM cases and work with engineers to provide solution
for all the old cases and reduce backlog with the help of Vendors.
· Sending Daily opened and closed cases to Management and sending
weekly summary on every Monday.
· Done Application upgrade, mainly Planning, designing, and installation for Enterprise applications distributed along different geographical
locations
· Telephony issue troubleshooting includes SIP and VOIP signaling and
RTP flow
As an Application Engineer-2 at Bread financial in India, I am responsible for developing and maintaining software applications for the company's financial services. I collaborated with cross-functional teams
to design and implement solutions that improved efficiency and user
experience.
• Managed full lifecycle of application development
• Conducted thorough testing and debugging of software Implemented new features and enhancements to existing applications
• Trained and mentored junior engineers
• Joined in March 2021 and was actively involved in a migrating the
contact platform from Avaya to Noble Contact Center Platform.
• Successfully migrated over 2000 agents for inbound and outbound.
• Was involved in all the basic details to build for an inbound call to land.
Building agents, Skills, DNIS’s, exclusion tables, Telephony, Inbound
service, ACD, etc
Senior Customer Care Engineer 2019 - 2021
Aspect Software, India, Bangalore
· Provided technical support and assistance for different issue with
Unified IP and AQM for most of the customer in APAC and EMEA and
US region.
· Troubleshooting all escalated cases pertaining to application and infra
via cases created by team members\Customers
· Get engaged in all Severity 1 cases to resolve the issue in 30 mins of
time as per SLA.
· Engaging R&D team in case of issue looks to be complex or after 3
hours as per SLA
· Post fixing the issue educating Tier-1 partner Engineer about the log
requirement to get to the RCA.
· Post getting the logs review the logs and find the root cause of the
issue and provide the Next POA to customer based on the nature of the
issue.
· In case of product bug immediately open a Defect with R&D and get
the ETA for the fix and share the details of the defect and fix to the
customer.
· In case of environmental issue is suspected, work with customer to
identify the same and guide them to engage appropriate customer’s
team. Some time we must get into call with them to get to the root
cause and fix the same.
· Involved in Tier 1 screening of candidates for Hiring.
· Perform Audit of all new system during the support handoff process
from our implementation team
· Monitor all the CRM cases and work with engineers to provide solution
for all the old cases and reduce backlog with the help of Vendors.
· Sending Daily opened and closed cases to Management and sending
weekly summary on every Monday.
· Done Application upgrade, mainly Planning, designing, and installation for Enterprise applications distributed along different geographical
locations
· Telephony issue troubleshooting includes SIP and VOIP signaling and
RTP flow
Configuration and troubleshooting of Avaya IP Phones.
Weekly audit of Avaya systems to resolve alerts & errors
Responsible for maintaining the maximum server uptime, good
performance and best usage integrity by checking and keep monitoring
of server's performance and utilization.
Responsible for monitoring IPLC, MPLS links & Follow up with the
concerned vendor in case of Link failure.
Asset Management - Keep tracking/verification of all the assets
kept in the pertaining branches assigned to me.
Vendor Management - Follow up with the concerned vendor to
know the root cause of any hardware related issues and fix the problem