Sukhdeep Singh Behal

WORK HISTORY

EDUCATION

ABOUT SUKHDEEP SINGH BEHAL

13+ years of experience in manual and Automation testing contact center routing & infrastructure testing, network protocol testing, real time network monitoring and analysis-> With in my 13 year\'s work span I was part of high profile projects like Actively working on GEN-A(B.A.R.T),EMERALD(HSBC transitioning to RBC), C86 Express Consent Capture ( FRAME and IVR), Collection_IVR, OMILIA(Natural Language Understanding, AI- Voice Biometrics), IPCC, IPCC Maintenance activities, CPO( Capacity optimization), eWFM(aspect) testing. PoC - CCaaS ( Contact center as a Service)-> Strong expertise of managing end to end QA activities for enterprise transnational initiatives-> Specialized knowledge of test estimation, test strategy, test planning, analysis of quality metrics and test reporting for complex programs-> Sound knowledge of sanity, functional, regression, systems integration, User Acceptance, Performance, Operational Acceptance, Load testing, disaster recovery testing & Post Implementation validation-> Collaborating with multiple business teams in understanding business change needs, assessing the impact of those changes, capturing, analyzing and documenting requirements and then supporting the communication and delivery of those requirements with relevant parties-> Acted as a Defect Manager and hosted defect triage meetings with developers, business analysts and various business stakeholders in making them understand the business impact-> Experience in working with a team of Routing strategist in configuring and troubleshooting routing configurations remotely on different applications like CME, GA and IRD. Specialties- Generative - AI - CYARA-Automated Testing And Monitoring tool for contact centre technology- Genesys Administrator(CME)- Routing Configuration - Natural Language Understanding(AI)- Voice Biometrics - RIT (Rational Integration Tool) for virtualized test data - Testing and Software Development Life Cycle - Contact Center Architecture - Onsite -Offshore delivery process - Agile development methodology - Genesys Contact Center Suite - Genesys Dialer( IWS, WDE)- CCPULSE( Real Time Monitoring)- eWFM - Aspect Dialers - Aspect Workforce Management - Virtual Hold Technology - Verint call recording solution - Test Case housing(ALM Quality Center 12 and Qtest)- Genesys Call Back solution - READY/SOAP UI ( API Automation Testing)- API Testing( Postman)- JIRA - Issue and Project tracking Tool