Freelance GENESYS : Les meilleurs indépendants identifiés

Résumé des missions d'Eduardo Aguilar,
freelance GENESYS habitant ?

• 2014 - 2015

  Application Support (AS) Channels at ABN AMRO Bank
  GTS Support technique pour la platform complete Genesys 8, IWD, voice, GVP, media, outbound, et support aux service outsourcing pour ( Strategic Outsourcing Delivery (SOD)) la region BeNeLux.

• 2012 - 2014

  Deutsche Bank Europe GmbH, Belgian Branch GTO
  Consultant | CTI application owner. Integration, 3 level support, stabilization for a Genesys based IR- CTI solution using an Avaya PBX, Ideal Systems GWT, Affinity Leads and a Home Grown New Portal CRM application.

• AXA Tech, France
  2011 - 2012

  Supervision and support for Genensys suite and in house application, with a mixture of CRMs (Siebel, ********), IVRs, and Alcatel OXE PABX.

• La Post, France
  2009 - 2011

  Deployment, customization, support, trouble shooting, and advise for la post CRM Solution, integrating Siebel Sales 7.7, Genesys Voice, Outbound and Multimedia solutions and Alcatel OXE 4400 PABX.

• Mobinil Egypt, Genesys-Siebel Integration
  2008 - 2009

  Deployment of the GPlus Communication, and configuration synchronization adaptor and Integration with the Siebel 8 Application. Implementation, maintenance and operations of Genesys test call centre environment, designing test scripting for the solution.

• Rabobank Genesys-Siebel Development
  2007 - 2008

  Development, Implementation, Integration of Siebel Call Centre applications 7.8 and the complete Genesys 6.5 – 7.5 applications among multiple PBXs (Cisco’s Call Manager, Avaya Index, Alcatel), the task included auditing existing solutions, proposing improvements, planning and executing and trouble shooting Software migrations

• Nextiraone Genesys 7 Development.
  2006 - 2007

  In partnership with Nextiraone Belgium, Eduardo implemented CCA/CCpulse Reporting, Multimedia Routing (MCR), and General Genesys7/7.5 Implementations for multiple customers including Toyota Belgium, Euroclear, Banksys, Telenet, Browning, CAP Gemini, among others, it includes trouble shooting, development of routing strategies, designing and troubleshooting reporting components implementation and auditing.

• T-Mobile UK, Genesys 7 Development, Hatfield, UK.
  2005 - 2006

  Migration of Genesys 6.5 Environment to Version 7 for CIS Routing. Including a redesign of configuration information and the Implementations of an URS based IVR Packet writer for T-Mobil (Telesis) network, and plan migration and prototype Genesys Voice Portal. Other activities are scope, manage and trouble shoot Genesys Agent Desktop (GAD) application integration and configuration as well as managing and design the MCR (Multi Channel Routing) frame work. Design and Plan T-Mobile custom java based application that integrates with Genesys outbound solution, and design, and technically lead teams deploying Genesys centric solutions at T-Mobile.

• Optimus Genesys 7 Migration 2004, Lisbon, Portugal
  2004 - aujourd'hui

  *Migration of Genesys 6.5 Environment to Version 7. This included planning, trouble shooting, integration Optimus desktop solution with a particularly emphasis en Genesys Outbound suite. Activities includes custom skill based routing and reporting, and Call Concentrator customization, IVR integration. Environment was Oracle 9.2, HP-UX 11, Nortel Symposium, Unix and PL-SQL scripting, and Genesys Desktop customization. Optimus implemented around Genesys Outbound a solution that handles a big part of their CRM interactions with extensive integrations.

• Mapfre Genesys 7 Proof of concept, Madrid, Spain.
  2004 - aujourd'hui

  * This proof on concept demonstrated Genesys capacity to integrate with Portrait desktop environment and the Dharma PBX and successfully demonstrated through hard metrics the advantages of a Genesys environment with respect to the existing Dharma for the different aspects of the call centre. The proof of concept demonstrated how Genesys was much more robust, reliable, expandable, and demonstrated the capacity of agent state reporting beyond the states allowed by the Dharma PBX through the use of Genesys T-Server library to create custom statistics recorded by Stat Server, Call Concentrator and CC Analyser.
  As well as the proof of concept, I was responsible for defining an RFP and a set of deliverables for Unisys Spain to manage the deployment of the solution though out the different Mapfre business units.