Raphael - Développeur ACD

Ref : 031015S001
Photo de Raphael, Développeur ACD
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

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