Raphael - Développeur ACD

Ref : 031015S001

1120 BRUXELLES (Belgique)
Chef de projet, Consultant, Développeur (52 ans)
Freelance

Compétences

SQL

ORACLE 8

VBA

CTI

PABX

ACD

VISUAL STUDIO

CVI

CRM

VOIP

Expériences professionnelles

VAD-VoiceXML Application Development Advanced Concepts with Genesys Studio

GENESYS University trainer @Proximus site
Jan 2006 - aujourd'hui
Genesys 7.0: ARD – Advanced Routing Workshop

GENESYS University trainer @Proximus site
Jan 2006 - aujourd'hui
Genesys 7.0: Infomart overview

GENESYS University trainer @Proximus site
Jan 2006 - aujourd'hui
• PBX G3R configuration and maintenance

Teleperformance sa Maintenance contract
Jan 2005 - aujourd'hui
N-Allo scrl Integration contract, (Further details in Annexe IV)
Jan 2004 - Jan 2005
• Propose and document the most suitable technical architecture and design in order to implement an IVR Break down application. That one enables the call center to activate dynamically specific messages for a specific customer located on a specific region.
• IVR audit (Capacity, sanity check, etc…)
Proximus Mobile nv/sa contractor, (Further details in Annexe V)
Jan 2003 - Jan 2007
• Test Manager/Project Manager/Analyst position in the Customer Relationship Management development team for the contact centre solution “Genesys 7.0”. I was responsible for the requirement specification, coordination; technical design and implementation follow up (development, testing, issue follow up) of Proximus CTI solution. (Cf annexe for performed task).
Projects management

SITEL Brussels nv/sa Yearly contract, renewed twice (Further details in Annexe III)
Jan 2000 - Jan 2003
• Analyst: Technical requirements and feasibility study
• CTI integration consultant
• Definity G3R – PABX – ACD Programming
• Conversant® V7 – IVR Specialist
• Visual Basic 6.0, ASP, Oracle 8i, Sql Server, Ms Office Suite development
Projects management

Lucent Technologies nv/sa CRM Professionnal Services Department (Further details in Annexe II)
Jan 1999 - Jan 2000
• Technicals requirements analysis and feasibility study
• Benelux responsible for IVR courses and trainings
• Pan-European responsibility for Explorer II (Reporting tool)
• Definity G3R – PABX – ACD Programming
• Conversant® V7 – IVR Specialist
• PC Call Visor (Avaya Tserver)
Visual Basic 6.0, ASP, Oracle 8i, Sql Server, Ms Office Suite development
Technical Contact Center Analysis and implementation (PABX, IVR & CTI) :
BELGACOM, SKYNET, MOBISTAR, N_ALLO (ELECTRABEL), SABENA, LEISURE PLANET, UUNET, SCOOT, ATENTO
ETI Programmer (using C libraries) • Extraction Transform and Load tool External consultant in Mobistar Datawarehouse team – DWH maintainance and optimization of batch load through creation of extrac

Valoris Belgique nv/sa Datawarehouse, Datamining, Contact Center integrato
Jan 1998 - Jan 1999
• R&D Computer Telephony Interface (CTI) (First & Third Party tools) • R&D dedicated CTI applications for customers • Special Projects & InHouse Development • Visual Basic 6.0, ASP, Oracle 8i, Sql Ser

SITEL Benelux nv/sa (Further details in Annexe I)
Jan 1996 - Jan 1998
MICROSOFT, MSN, TI, MOBISTAR, PROXIMUS, XIRCOM, HSS (Boutique RTL-TVI), NOKIA, AEGON, BEROEPSKREDIET, GMAC, LUCENT, BELGACOM, BE, STORAGETEK, LOTUS etc.
3. Trainings:
09/2006
Voice Object: overview
VOICE OBJECT Training Center in Germany site

Études et formations

Graduat in computer sciences

Institut d’Enseignement Supérieur Economique et Technique de la Communauté Française (E.S.I) ».
1995

Autres compétences

5 Languages:
French, English

􀁤. IT knowledge:
a) Operating systems
Windows XP,2000, NT 4.0, 98 UNIX SCO 3.1, Linux 8.0
b) Contact Center Tools
Voice Objects, Genesys FrameWork 6.5-7.0, URD 6.5-7.0, GVP – VoiceXml, Hammer call generator, ScriptBuilder V7 (Conversant IVR), Periphonics (Nortel IVR), Avaya PABX, Siebel, Altitude SoftWare, Test Director 8.0
c) Programing languages
Microsoft Developers Studio VISUAL BASIC 6.0, Microsoft Office Visual Basic 2000, HTML, IIS 4.0, ASP, VB Script, Macromedia Dream weaver MX
d) Databases engines
Oracle 9i, SQL Server, Access 2000, Informix