Jean-Marc - Consultant ACD

Aspect Communications

Senior Applications Consultant (6/99 to 6/05 ) Paris, Brussels with extensive travel across EMEA

Design and implement Contact center voice routing applications using Aspect CallCenter solutions and products with emphasis on CTI enabled solutions for customers in EMEA. Provide training and knowledge transfer on products and solutions to existing and new customers. Explain and design management reports to provide KPIs. Assist with and review product localizations including product documentation and training materials. Assist VARS/Integrators/Partners in designing solutions using or working with Aspect products. Assist pre-sales with product demos, RFP responses and assess feasibility of requested applications, define scope of work.

Distributor Sales Engineer (2/97 to 6/99 ) San Francisco, California

Lead technical resource on all Aspect CallCenter solutions and products being sold/proposed by exclusive North America distributor (13 US States and Canada). Supporting a distributor staff of 35 sales and pre-sales individuals on issues ranging from RFP responses, customer demos and visits, assistance on technical issues involving applications. Make available technical, pricing and marketing information to distributor staff.

IVR Consultant (1/95 to 2/97 ) San Jose, California

Conduct Voice Response application design sessions with clients, researching call flow requirements and data sources (Client/Server, legacy systems, PC) connectivity issues. Application generation using Edify Electronic Workforce tools. Installation, testing and implementation of IVR applications at customer sites and integration with the Aspect Call Center and client's data network. Assist sales force with RFP responses related to system sizing, application specification, feasibility and pricing. Customer training on Electronic Workforce product programming and system administration. Product Technical documentation review.


Teknekron Infoswitch Menlo Park, California

Project Manager (6/94 to 11/94)

Project plan and ensure the timely delivery of CTI solutions to clients. Interact with equipment and software suppliers, internal staff and client representatives to assess needs and requirements, design, produce, integrate and implement solution. Assemble project team and lead team members through all project phases including testing and installation. Ongoing project schedule updating and budget tracking. Extensive national and international travel to client site.

The ASK Group Alameda, California
Formerly INGRES, later acquired by Computer Associates

Aspect System Manager (1/93 to 6/94)

Day to day system administration of a 90 agents ASPECT call center that handled the INGRES customer helpdesk and The ASK Group telemarketing department. Involved in all project phases; from RFP preparation, vendor selection, equipment order, installation, routing and queue design and cutover. High level design of specifications for CTI integration with in-house CRM applications for data directed call routing and screen pop. Design and implementation of procedures and reports using INGRES database reporting tools to enhance Aspect Call Center reporting capabilities. Ongoing interaction with users and managers to assess their needs for new functionality and reports.

Member, Technical Staff (6/91 to 1/93)

Provide telephone support to clients using ABF/4GL, VISION, SQL and REPORTWRITER for application development on INGRES relational database in client/server environments based on heterogeneous VMS and UNIX platforms. Code and prepare bug scripts for resolution and devise workarounds. Review product documentation and assist in the development of new training classes. Application consulting at client's site.

SYNERLOGIC INC.
Division of ANDERSEN CONSULTING (now Accenture) Toronto, CANADA

Senior Consultant (4/89 to 5/91)

Design, project management, implementation support and ongoing management of Arthur Andersen and Andersen Consulting (Canada) Voice VPN. Plan and project manage PABX upgrades and new installations.

TORONTO DOMINION BANK Toronto, CANADA

Senior Programmer Analyst (5/88 to 4/89)

Support and enhancements of banking applications. Enhance on-line modules to support new and revised banking products and services. (IBM mainframe)

HYDRO-QUEBEC Montreal and Quebec City, CANADA

Various programmer positions (12/81 to 5/88)

Application programming and support in a VAX/VMS FORTRAN environment.

Programming of IBM mainframe based applications using COBOL, IMS DB/DC and MARK IV.