CRM - Call Center, Sales and Service Assurance providing complete solution. Business analysis and full stack development over MS Dynamics 365 and Amdocs CRM platforms.
Microsoft Certified Solutions Associate and business partner.
Business Analysis, Gap Analysis, Business and Technical Design, Development, Improve User Experience, Business and Technical Documentation, Development Management, Infrastructure and delivery.
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Expériences professionnelles
Microsoft Dynamics 365 Expert
NextGen Consulting
2011 - aujourd'hui
Business analysis, High-level design, Technical level detailed design, client and server side customization and
implementation of Dynamics CRM 2011, 2013, 2015, CRM 2016 and 365 based solutions.
Sample Projects:
ï· Binary Options vendor, 80 active users: Sales & Retention & Service.
ï· ISP (Internet Provider) Pre-Sale, Sales, Service, Maintenance (contracts, site installations).
ï· Migration CRM 2011 to CRM 2016
ï· Migration customer data (accounts, contacts) from Salesforce to Dynamics using SSIS.
AmdocsCRM Senior Expert / Consultant / Development
Amdocs
2004 - 2010
Senior Amdocs CRM expert
Solution architect, CRM design & development lead, Developer for the Amdocs CRM and reference
implementation using the Smart Client Technology. Deep familiarity with Call Center business processes
Amdocs CRM Smart Client Extensive Hands On
o Worked on Amdocs CRM 7.5 smart client UI design, implementation and customization.
o Implemented Amdocs CRM data modeling concepts; used data modeling tools; extensive work with Schema
Manager
o Extensive familiarity with both functional and technical concepts in Clear Support/Support, Call
Centre/Customer Interaction Manager. (Have worked on both smart client and web client)
o Designed and developed add on features to the Amdocs CRM application (Social Media functionality).
o Hands on experience with database technologies (SQL Server and Oracle).
o Prepared and supervised technical and functional specs (high level and detailed level design).
o Developed, supervised, provided training having exceptional knowledge at Amdocs CRM smart client
customization concepts: CBO, Worker Beans, Load Bean, Save Bean, XBean and XVo
o Deployed integrated CRM / OMS development environment (Java/J2EE )
Proficient at deploying applications on Weblogic / Websphere application server
o Hands on with management of various stages of a development project (Requirement gathering, requirement
soliciting, functional analysis, technical analysis, designing, developing and testing).
o Hands on using Amdocs Process Manager (APM): Design and implementation of APM engine driving Amdocs
Smart Client CIM and OMS business processes.
o Hands on UI screen design (usability), Client side (UI) and server side development.
o CRM Integration with Process Automation (APM - Amdocs Process Manager process driven UI)
o Seamless integration with peripheral applications (Billing, OMS, CTI)
o integration with external analyzed social networks data for improving CSR work
5
Yuval ********
22 Refidim St. Tel Aviv 69982 Israel +972-50-747-8320 (mobile) +972-3-649-2175 (desk)
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Development, Development Management, Consulting
o Developer for large J2EE JSP (Amdocs CRM web/thin client) project
o Solution Architect for successful large CRM / BSS projects
o Business Processes analysis (based on eTOM / ITIL standards)
o Consultancy, effort estimation
o Review and quality assurance for Amdocs CRM design and build process
o Created coding standards for Amdocs delivery group
o Technical code review,
o Performance improvement.
o Provide consultancy for all projects aspects: from business requirements to actual technical implementation.
o Provide intensive close work with large (thin client) development groups, bridging gaps between customer’s
IT, Business and offshore development.
Customer facing and leadership roles
ï· 2008 – 2010 Amdocs Innovation Lab
o Led CRM scoping, design and development of highly integrated CRM-OMS-AMSS POC and demo scenarios.
o Led remote development tasks
o Led new innovative initiatives to improve OOB functionality
o Participated and successfully contributed to customer facing sessions with T1 customers.
o Provided technical training at customer site.
ï· 2006 - 2007 – Telstra (Australia) (CRM)
o Led intensive scoping sessions with the customer
o Led high level design
ï· 2006 - T-Online (Germany) Classic to Thin Client migration project - CRM lead
o Led series of scoping sessions with customer, successfully gained customer trust.
o Led group of more than 50 off-shore developers to perform code improvement, design and
implementation of new modules.
o Led improved coding standards initiative.
ï· 2004 Telkom SA – Led Deployment and Roadmap analysis task, presented to senior customer management.
ClarifyCRM Project Manager, Solution Lead
FIS (formerly SUNGARD Business Integration)
1999 - 2004
Project manager / solution architect / developer and full hands on implementation of a global ClarifyCRM
project for geographically distributed enterprise with offices located in NY, London, Zurich, Singapore and TelAviv.
o FIS (formerly SunGard Business Integration) is a banking solution suite for retail, corporate and private banks
and provides banking professionals with solutions for core banking, customer centricity, channel
management, payments and treasury and liquidity management, as well as governance, risk & compliance.
Ambit’s suite of banking components and integrated solutions help to improve a bank’s understanding and
management of its customers, capital and staff operations, thereby improving long-term profitability,
customer satisfaction and operational effectiveness and leading them down the path to become The Well
Managed Bank.
6
Yuval ********
22 Refidim St. Tel Aviv 69982 Israel +972-50-747-8320 (mobile) +972-3-649-2175 (desk)
******** ********
Project Management / Solution Architect:
o Managed complete project lifecycle
o Design implementation and management of global service assurance project.
o Managed complex technical implementations
o Customer facing requirement analysis and review
o Market solutions / technologies analysis,
o Performed Gap analysis / System design workshops,
o Design and implementation (UI, modeling, development) of new functionalities on top of OOB product (Clarify
baseline):
o Developed, enhanced and implemented eSupport (customer web portal)
o Designed, developed and implemented new Clear Support modules (Classic Client);
(SLA management, Auto Destination Rules management UI).
o Integration of Web and rich client environments
o Plan of global communication infrastructure
o Provided consultancy and mentoring
o Integration with 3rd party tools (BI Reporting tools – SAP Business Objects)
o An Amdocs reference project for Gartner Group (2003).
Development:
o Developed global Enterprise Customer Support and Product development application on Clarify CRM Classic
client
Integration:
o Integrated Amdocs CRM based solution with leading 3rd party tools such as 'SAP Business Objects', providing
diverse sophisticated reporting capabilities for the end users.
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