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Ivan Kukushkin

Verified Expert in Engineering

Software Engineer and Developer

Antalya, Turkey

Toptal member since April 5, 2023

Expertise

Back-end Developers REST API Java Database Agile Development Docker Windows Development SQL PostgreSQL XML Visual Studio Development Git C#Apache Kafka Automatic Speech Recognition (ASR)

Bio

Ivan is a senior software engineer with 8+ years of experience in the contact center industry. Throughout his career, he has updated 16 centers, created an AI voice assistant, and developed 18 IVR applications. Ivan is a seasoned developer passionate about innovative solutions with strong decision-making and collaboration skills and the ability to contribute and drive positive change in organizations.

Portfolio

EPAM Systems

Docker, Amazon Elastic Container Service (ECS), Python, Grails, Java, SQL...

Innotech

Java, Springbot, Spring, JUnit, Mockito, Git, Bitbucket, Apache Kafka, Agile...

Oberon

Java, SQL, VoiceXML, REST, IntelliJ IDEA, Eclipse, Git, Pentaho...

Experience

Java - 9 years
Apache Tomcat - 8 years
VoiceXML - 8 years
Avaya Software - 8 years
Back-end - 8 years
Avaya Proactive Outreach Manager (POM) - 8 years
Automatic Speech Recognition (ASR) - 6 years
REST - 5 years

Preferred Environment

Windows, Docker, IntelliJ IDEA

The most amazing...

...thing I've developed is an innovative AI voice assistant that enhances customer interactions and supports a large-scale contact center with thousands of agents.

Work Experience

Senior Software Engineer

2022 - PRESENT

EPAM Systems

Maintained four internal solutions: three in Java and one in Python and Java.
Containerized a solution, which included building two Docker containers, one back end, one front end, and custom containers in Java and Python.
Migrated one solution to the cloud using Amazon Elastic Container Service (Amazon ECS).

Technologies: Docker, Amazon Elastic Container Service (ECS), Python, Grails, Java, SQL, MongoDB, REST, Oracle, IntelliJ IDEA, Jenkins, Jenkins Pipeline, Spring, Git, Bitbucket, REST APIs, Back-end, JavaScript

Senior Developer

2021 - 2023

Innotech

Integrated three contact centers to handle voice campaigns.
Increased by 11% the number of outgoing calls to the customers.
Reduced costs with outsourced contact centers by 6%.
Obtained a 4% reduction in the number of repeat customer calls.

Technologies: Java, Springbot, Spring, JUnit, Mockito, Git, Bitbucket, Apache Kafka, Agile, SQL, SOAP, REST, PostgreSQL, Microsoft SQL Server, Avaya Proactive Outreach Manager (POM), Avaya Software, Dialers, REST APIs, Back-end

Senior Software Engineer

2020 - 2021

Oberon

Worked with the second largest bank in Russia, VTB Bank, as a team leader to create an AI voice assistant using Omilia.
Installed and updated five contact centers using Avaya and Omilia.
Contributed to a large contact center project containing 4,000 agents.
Created two interactive voice response (IVR) systems with voice assistant from scratch.

Technologies: Java, SQL, VoiceXML, REST, IntelliJ IDEA, Eclipse, Git, Pentaho, Avaya Proactive Outreach Manager (POM), UniMRCP, Avaya Software, Dialers, REST APIs, Back-end

Software Engineer

2014 - 2020

Oberon

Handled 15 integration projects with Russia's most popular Avaya-based contact center solutions.
Installed and updated 11 Avaya-based contact centers.
Created 16 IVR applications using Avaya Aura Orchestration Designer.
Represented the company twice at the Call Center Guru event, where 500 copies of an internal project made mainly by me were printed and sent to partners and customers.
Created four services and seventeen small applications in Java and C#.

Technologies: Java, C++, SQL, XML, VoiceXML, CCXML, SOAP, REST, SoapUI, Fiddler, Git, Visual Studio, IntelliJ IDEA, Eclipse, Subversion (SVN), Pentaho, Avaya Proactive Outreach Manager (POM), Apache Tomcat, Microsoft SQL Server, Oracle, MariaDB, PostgreSQL, UniMRCP, Automatic Speech Recognition (ASR), Text-to-Speech (TTS), Avaya Software, Dialers, REST APIs, Back-end

Experience

Omilia-based AI Voice Assistant

An Omilia-based voice assistant developed for Russia's second-largest bank, VTB Bank, to handle various standard operations such as nearest office search, current balance announcement, debt information including minimum payments, date of salary, etc.

Oberon Gateway Omnichannel

An integration service that provides interaction between multimedia channel aggregators and Avaya Contact Center. The program expands the capabilities of the Elite Multichannel (EMS) system, providing the ability to communicate through social media, networks, and messengers. The service integrates with the CRM system to ensure a single history of all customer chats and calls.

Universal Questionnaire | Avaya POM

An application for Avaya Proactive Outreach Manager (POM) that interprets pseudo-natural language to describe the survey script. This application allows users to change the system behavior and modify the search by adjusting the text file, which does not require the involvement of developers.

POM Agent Desktop | Avaya POM and EMC

A plug-in for the Avaya Elite Multichannel (EMC) system that allows the agent to work with all Proactive Outreach Manager (POM) capabilities in the EMC desktop window. Based on the POM Agent API, this was written as a special DLL which EMC can handle and upload.

Experience Portal Installation/Upgrade Projects

WORK DONE
A. Updated the following:
• Experience portal system to version VTB 2021-2022
• AAEP + POM system to Aton 2021
• Avaya EPM

B. Installed the following:
• Callback Assist (Allianz 2021)
• AAEP systems (IBS 2020)
• Avaya AAEP system (Kaspersky 2020)
• Avaya Aura Experience Portal (RGS Bank 2019)

C. Upgraded the following:
• Avaya Aura Experience Portal
• Proactive Outreach Manager
• Callback Assist (Promsvyaz Bank 2019)

D. Detected and eliminated system faults due to incorrect server usage and conducted migration from test to prod with many errors (AlfaBank 2019).

Proactive Outreach Manager Integration Projects

WORK DONE
• Created a proxy application to boost the security of the POM agent API (in compliance with the bank security white paper) -VTB 2021-2022.
• Developed an application to manage companies and contact lists, route to the appropriate contact center or internal POM, and aggregate call results (VTB 2021-2022).
• Developed an application for cleaning contact lists, importing contacts from third-party sources, and creating documentation (AlfaBank 2021).

Avaya Aura Experience Portal Integration Projects

WORK DONE
• Created VoiceXML applications for a smart region routing policy and VIP user routing. Developed an application to update and synchronize databases for routing policies (Allianz 2021).
• Created routing and questionnaire applications (IBS 2020).
• Developed service center applications and integrated with UniMRCP using Yandex ASR—TTS (Kaspersky 2020).
• Developed and tested a PIN code application for the bank (RGS Bank 2019).

Education

2011 - 2015

Bachelor's Degree in Information Technology

Moscow Technical University of Communications and Informatics (MTUCI) - Moscow, Russia

Certifications

APRIL 2019 - APRIL 2023

Avaya Experience Portal with Proactive Outreach Manager Support (ACSS - 3305)

Avaya

MARCH 2017 - PRESENT

Avaya Aura Communication Manager Administration Test (2145T)

Avaya

Skills

Libraries/APIs

REST APIs, Jenkins Pipeline, UniMRCP

Tools

SoapUI, Fiddler, Apache Tomcat, Amazon Elastic Container Service (ECS), Git, Bitbucket, IntelliJ IDEA, Jenkins, Visual Studio, Subversion (SVN)

Languages

Java, C#, C++, UML, Python, SQL, XML, JavaScript

Paradigms

Agile Software Development, REST, Agile

Platforms

Docker, Windows, Apache Kafka, Oracle, Eclipse, Pentaho

Storage

Databases, PostgreSQL, Microsoft SQL Server, MongoDB, CCXML, MariaDB

Frameworks

Grails, Spring, JUnit, Mockito

Other

VoiceXML, Text-to-Speech (TTS), Avaya Software, Avaya Proactive Outreach Manager (POM), Back-end, Dialers, Springbot, SOAP, Automatic Speech Recognition (ASR), Avaya Communication Manager

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