Ivan is available for hire
Hire IvanIvan Kukushkin
Verified Expert in Engineering
Software Engineer and Developer
Location
Antalya, Turkey
Toptal Member Since
April 5, 2023
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 (Amazon ECS), Python, Grails, Java...
Innotech
Java, Springbot, Spring, JUnit, Mockito, Git, Bitbucket, Apache Kafka, Agile...
Oberon
Java, SQL, VoiceXML, REST, IntelliJ IDEA, Eclipse, Git, Pentaho...
Experience
Availability
Part-time
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 (Amazon 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).
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).
• 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).
• 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).
Other Telecommunication Solution Projects
WORK DONE
A. Installed the following:
• Avaya Elite Multichannel (Timer Bank 2020-2021)
• Avaya EMC system (IBS 2021)
• Avaya EMC system (Russian Pension Fund 2020)
B. Upgraded the Avaya Interaction Center and Operational Analyst (Promsvyaz Bank 2020).
C. Developed a Pentaho application for pulling records into Nexidia (call recording system metadata) -Sberbank Premier 2019.
A. Installed the following:
• Avaya Elite Multichannel (Timer Bank 2020-2021)
• Avaya EMC system (IBS 2021)
• Avaya EMC system (Russian Pension Fund 2020)
B. Upgraded the Avaya Interaction Center and Operational Analyst (Promsvyaz Bank 2020).
C. Developed a Pentaho application for pulling records into Nexidia (call recording system metadata) -Sberbank Premier 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 (Amazon ECS), Git, Bitbucket, IntelliJ IDEA, Jenkins, Visual Studio, Subversion (SVN)
Paradigms
Agile Software Development, REST, Agile
Languages
Java, C#, C++, UML, Python, SQL, XML, JavaScript
Frameworks
Grails, Spring, JUnit, Mockito
Platforms
Docker, Windows, Apache Kafka, Oracle, Eclipse, Pentaho
Storage
Databases, PostgreSQL, Microsoft SQL Server, MongoDB, CCXML, MariaDB
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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