Raphael - Développeur ACD

VAD-VoiceXML Application Development Advanced Concepts with Genesys Studio

Genesys 7.0: ARD – Advanced Routing Workshop

Genesys 7.0: Infomart overview

• PBX G3R configuration and maintenance

• 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…)

• 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

• 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

• 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

• 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

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