ICT Contact Center Consultant: Avaya Aura, Genesys Cloud, Interactive Intelligence, Aspect Communications, Reporting, API Integration, Routing, IVR
Aktualisiert am 29.04.2024
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 02.05.2024
Verfügbar zu: 100%
davon vor Ort: 40%
Avaya
Contact Center
Genesys Cloud
Avaya Aura Elite
Reporting
CTI
Interactive Intelligence
C#
js node
Arabic
German
English
French

Einsatzorte

Einsatzorte

Deutschland, Österreich, Schweiz
möglich

Projekte

Projekte

2 Jahre 4 Monate
2022-01 - heute

Introduction of a new contact centre

  • Introducing a new contact center based on Genesys purecloud Support the project team by a Contact Center Technology change to a Genesys purecloud contact center. The platform supports the integration of a large number of third-party systems via standard protocols and programming interfaces.
  • The main task was to support the team in creating a requirements-catalog, selecting the right product and implementing the routings, building the historical reports and real-time dashboards and the API integration of the company systems with the new contact center platform.
HolidayCheck Group AG
8 Jahre
2016-05 - heute

Avaya Aura Elite Contact Center

ICT Consultant
ICT Consultant
  • ICT Contact Center Consulting by several projects within the business departments of Holidaycheck
  • Design and implementation of complex routing vectors
  • Development of extensive contact and agent/team-performance reports
  • Design and development of customized RealTime dashboards for supervisors and agents (Avaya RealTime API)
  • Design and development of routing services via the avaya CTI enablement services SDK
  • Third-party integration of customer applications withn the avaya contact center system
  • Administration of the Avaya Contact Center
HolidayCheck AG
7 Monate
2015-11 - 2016-05

Introduction of a new contact centre

Introducing of A new contact center based on Avaya Aura Elite Support the project team by a Contact Center Technology change from an Interactive Interlligence to an Avaya contact center including a telefony plattform based on SIP Technology, a flexible routing of customer interactions and a new RealTime and historical reporting. The plattform includes inbound/outbound voice calls and an IVR system. The main task was to support the business team develop a concept for a global skillbased routing, write a functional desigh and to develop the hist. Reports.
HolidayCheck AG
8 Monate
2015-10 - 2016-05

Contact Center Consulting for an ?Interactive Intelligence? Contact Center

Contact Center Consulting for an ?Interactive Intelligence? Contact Center
  • Routing programming
  • Development of a new RealTime dashboards (ININ RealTime API)
  • Migration/Developement of « Interactive Intelligence » Reports in a Crystal Reports environement
  • Contact Center historical and realtime Reporting
  • 2nd/ 3rd level support for telecommunicaion systems
  • Consulting/ development roles in several contact center projects
HolidayCheck AG
4 Jahre 5 Monate
2011-05 - 2015-09

NewCom

Project ?NewCom?, A new contact center based on Genesys products. A Contact Center Technology change from an Aspect CC to a Genesys multichannel contact center including SIP telefony, a flexible routing of customer interactions and an integrated multichannel reporting. The multichannel platform includes in/outbound voice calls, IVR, email and video. Main task was to support the business team develop a concept for a global skillbased routing and support the technical team integrate the existing applications in the new genesys environment over the genesys Interaction SDK.
UniCredit Direct Services GmbH
2 Jahre 7 Monate
2011-03 - 2013-09

video conferencing system

Project Remote Advisor: a video conferencing communication channel. Design and Developement of Web Services-based solution for the Online Banking Customers which allow initiating a video conference Call with a bank advisor. The bank advisors are a part of the contact center of the bank and can handle different types of customer interactions through different communcation channels such as voice, email or video. The video conferencing system was integrated in a global contact center routing process acting in a multichannel environment.
Unicredit Direct Services, member of the unicredit group
10 Jahre 5 Monate
2000-03 - 2010-07

Multichannelrouting programming

Contact Center IT specialist/ Head of communcation technologies
Contact Center IT specialist/ Head of communcation technologies
  • Multichannelrouting programming for inbound hotlines and outbound campaigns
  • CTI (computer telecommunication integration) application development
  • Developement of IVR Dialogs (interactive voice response)
  • Contact Center historical and realtime Reporting
  • 2nd/ 3rd level support for telecommunicaion systems
  • Consulting/ development roles in several contact center projects
HVB Direkt GmbH
4 Monate
2007-09 - 2007-12

Clarify-CRM integration

Project Clarify-CRM integration in an Aspect Call Center environement via CTI. Integration of a CTI interface in a new CRM system (clarify) including softphone functions and screen-popup of customer-data by incoming calls. The main task was to develop a functional and a technical solution design for the CRM CTI integration in an Aspect Communications call center environement.
upc cablecom, Zurich (Switzerland)
1 Jahr 1 Monat
2003-09 - 2004-09

various

  • external scientific assistant in the ?Quality Engineering? group
  • Scientific assistant in the ?Quality Engineering? group and practice manager for:
    • Softwaredevelopment 3
      • Software-Architecture-Patterns, programming of distributed systems in Java, specification and semantic of distributed systems, persistence frameworks.
    • Softwaredevelopment 4
      • Perform a software-development-project under use of practical methods of the softwareengineering
  • Freelance ICT Contact Center Consultant
Leopold-Franzens-University, Institute of computer science, Innsbruck (Austria)

Aus- und Weiterbildung

Aus- und Weiterbildung

6 Jahre 3 Monate
1993-09 - 1999-11

Study - Informationstechnik

Diplom Ingenieur, Technische Universität München
Diplom Ingenieur
Technische Universität München
Electro- und Informationstechnik

Position

Position

ICT Contact Center Consultant

Kompetenzen

Kompetenzen

Top-Skills

Avaya Contact Center Genesys Cloud Avaya Aura Elite Reporting CTI Interactive Intelligence C# js node

Produkte / Standards / Erfahrungen / Methoden

Avaya Aura Contact Center
Genesys cloud
Aspect Communicatios
Interactive Intelligence
Aspect Contact Server
Aspect Call Center
Contact Center Technik
Crystal Reports
Aspect ACD
CTI Server
CSTA
CTI
IVR
Routing
API Integration
Reporting
Avaya Aura

Betriebssysteme

Windows
CE

Programmiersprachen

Basic
C
C++
Java
JavaScript
PL/SQL
c#.net
node js
html
sql

Datenbanken

JDBC
MS SQL Server
ODBC
Oracle
SQL

Einsatzorte

Einsatzorte

Deutschland, Österreich, Schweiz
möglich

Projekte

Projekte

2 Jahre 4 Monate
2022-01 - heute

Introduction of a new contact centre

  • Introducing a new contact center based on Genesys purecloud Support the project team by a Contact Center Technology change to a Genesys purecloud contact center. The platform supports the integration of a large number of third-party systems via standard protocols and programming interfaces.
  • The main task was to support the team in creating a requirements-catalog, selecting the right product and implementing the routings, building the historical reports and real-time dashboards and the API integration of the company systems with the new contact center platform.
HolidayCheck Group AG
8 Jahre
2016-05 - heute

Avaya Aura Elite Contact Center

ICT Consultant
ICT Consultant
  • ICT Contact Center Consulting by several projects within the business departments of Holidaycheck
  • Design and implementation of complex routing vectors
  • Development of extensive contact and agent/team-performance reports
  • Design and development of customized RealTime dashboards for supervisors and agents (Avaya RealTime API)
  • Design and development of routing services via the avaya CTI enablement services SDK
  • Third-party integration of customer applications withn the avaya contact center system
  • Administration of the Avaya Contact Center
HolidayCheck AG
7 Monate
2015-11 - 2016-05

Introduction of a new contact centre

Introducing of A new contact center based on Avaya Aura Elite Support the project team by a Contact Center Technology change from an Interactive Interlligence to an Avaya contact center including a telefony plattform based on SIP Technology, a flexible routing of customer interactions and a new RealTime and historical reporting. The plattform includes inbound/outbound voice calls and an IVR system. The main task was to support the business team develop a concept for a global skillbased routing, write a functional desigh and to develop the hist. Reports.
HolidayCheck AG
8 Monate
2015-10 - 2016-05

Contact Center Consulting for an ?Interactive Intelligence? Contact Center

Contact Center Consulting for an ?Interactive Intelligence? Contact Center
  • Routing programming
  • Development of a new RealTime dashboards (ININ RealTime API)
  • Migration/Developement of « Interactive Intelligence » Reports in a Crystal Reports environement
  • Contact Center historical and realtime Reporting
  • 2nd/ 3rd level support for telecommunicaion systems
  • Consulting/ development roles in several contact center projects
HolidayCheck AG
4 Jahre 5 Monate
2011-05 - 2015-09

NewCom

Project ?NewCom?, A new contact center based on Genesys products. A Contact Center Technology change from an Aspect CC to a Genesys multichannel contact center including SIP telefony, a flexible routing of customer interactions and an integrated multichannel reporting. The multichannel platform includes in/outbound voice calls, IVR, email and video. Main task was to support the business team develop a concept for a global skillbased routing and support the technical team integrate the existing applications in the new genesys environment over the genesys Interaction SDK.
UniCredit Direct Services GmbH
2 Jahre 7 Monate
2011-03 - 2013-09

video conferencing system

Project Remote Advisor: a video conferencing communication channel. Design and Developement of Web Services-based solution for the Online Banking Customers which allow initiating a video conference Call with a bank advisor. The bank advisors are a part of the contact center of the bank and can handle different types of customer interactions through different communcation channels such as voice, email or video. The video conferencing system was integrated in a global contact center routing process acting in a multichannel environment.
Unicredit Direct Services, member of the unicredit group
10 Jahre 5 Monate
2000-03 - 2010-07

Multichannelrouting programming

Contact Center IT specialist/ Head of communcation technologies
Contact Center IT specialist/ Head of communcation technologies
  • Multichannelrouting programming for inbound hotlines and outbound campaigns
  • CTI (computer telecommunication integration) application development
  • Developement of IVR Dialogs (interactive voice response)
  • Contact Center historical and realtime Reporting
  • 2nd/ 3rd level support for telecommunicaion systems
  • Consulting/ development roles in several contact center projects
HVB Direkt GmbH
4 Monate
2007-09 - 2007-12

Clarify-CRM integration

Project Clarify-CRM integration in an Aspect Call Center environement via CTI. Integration of a CTI interface in a new CRM system (clarify) including softphone functions and screen-popup of customer-data by incoming calls. The main task was to develop a functional and a technical solution design for the CRM CTI integration in an Aspect Communications call center environement.
upc cablecom, Zurich (Switzerland)
1 Jahr 1 Monat
2003-09 - 2004-09

various

  • external scientific assistant in the ?Quality Engineering? group
  • Scientific assistant in the ?Quality Engineering? group and practice manager for:
    • Softwaredevelopment 3
      • Software-Architecture-Patterns, programming of distributed systems in Java, specification and semantic of distributed systems, persistence frameworks.
    • Softwaredevelopment 4
      • Perform a software-development-project under use of practical methods of the softwareengineering
  • Freelance ICT Contact Center Consultant
Leopold-Franzens-University, Institute of computer science, Innsbruck (Austria)

Aus- und Weiterbildung

Aus- und Weiterbildung

6 Jahre 3 Monate
1993-09 - 1999-11

Study - Informationstechnik

Diplom Ingenieur, Technische Universität München
Diplom Ingenieur
Technische Universität München
Electro- und Informationstechnik

Position

Position

ICT Contact Center Consultant

Kompetenzen

Kompetenzen

Top-Skills

Avaya Contact Center Genesys Cloud Avaya Aura Elite Reporting CTI Interactive Intelligence C# js node

Produkte / Standards / Erfahrungen / Methoden

Avaya Aura Contact Center
Genesys cloud
Aspect Communicatios
Interactive Intelligence
Aspect Contact Server
Aspect Call Center
Contact Center Technik
Crystal Reports
Aspect ACD
CTI Server
CSTA
CTI
IVR
Routing
API Integration
Reporting
Avaya Aura

Betriebssysteme

Windows
CE

Programmiersprachen

Basic
C
C++
Java
JavaScript
PL/SQL
c#.net
node js
html
sql

Datenbanken

JDBC
MS SQL Server
ODBC
Oracle
SQL

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