Nigel Lambert Email and Phone Number

Solution Architect in the Professional Services group of a software house working on CPQ, a CRM and configurator application that generates quote documentation for prospects based on user selections, and integrates with CRM and ERP applications.Various roles/responsibilities and involved in many activities across many customers in relation to the customization of CPQ and its integration. These include: • Work on DevOps tasks across multiple teams• Respond to feasibility questions and customer requirements• Write specifications based on user requirements and implement or hand off to project team • Respond to the non-functional questions in pre-sales RFPs (Request for Proposal)• Assist team with JavaScript/CSS and server-side web service debugging. • Review developer code and provide feedback• Customize CPQ, both server-side & client-side• Integrate to customer system such as D365 and SAP• Develop UI components such as grids, hierarchies, modals, and for calling web APIs• Develop helper tools for developers and end-users for productivity improvement with Angular, React and D3• Led a team on a 9-month project refactoring CSS with ITCSS (Inverted Triangle CSS) and BEM (Block Element Modifier) methodologies, improving maintainability and scalability• Automated CPQ installation significantly reducing installation time• Automated system deployments with PowerShell including database DDL (Data Definition Language) and metadata run by the Cloud Support Team• Created CPQ test scripts based on the RobotFramework and Cypress• Generated training material for developers and end-users including hands-on exercises• Wrote CPQ architecture specification with JavaScript for debugging and troubleshooting• Involved in all aspects of CPQ installation, configuration, SSO (Single Sign On), integration• Created Windows Schedules to run housekeeping tasks and keepalives• Implemented UI components for the Cincom Engineering group

Worked on Synchrony, a multi-channel Call Centre solution that provides a web front-end to existing customer applications via a unified desktop and context sensitive web tabs. It keeps track of all customer interactions to provide a 360° customer view.Synchrony is a J2EE web based application implemented as a hybrid MVC model, using Struts and Velocity templates.Role included pre-sales and post-sales activities. Carried out proof-of-concepts including Windows application to browser integration via an ActiveX EXE Server; added Web 2.0 capabilities for improved Customer Experience Management. In post-sales created an Avaya switch adapter using the Avaya JTAPI API and developed new web services that filtered back into the product.Integrated Cincom’s MiGuide product with Synchrony to provide a data capture process. MiGuide is an agent scripting tool used to create interactive scripts that prompt an agent during a customer conversation. Improved the capabilities of MiGuide using DOM scripting and JQuery. Build generic form validation, optional required field handling and the hiding of fields based on radio button selection. Proposed a new UI for graphical script development. Modifications fed back to the Engineering team for inclusion as enhancements.

CTI Specialist – Chordiant, USA• Wrote a strategic report for Chordiant Engineering into the options available due to expiration of vendor support for CTI APIs.• Liaised with Chordiant Support to generate a customer cross-section of switches and created a survey regarding switch trends.• Engaged telephony middleware vendors regarding licensing and investigated client-side vs server-side architectures.CTI Specialist – General Motors, USA• CTI specialist on a pre-sales engagement to implement Genesys telephony integration.• Developed a Chordiant plug-in using the Genesys Platform SDK. • Met timescales and was a crucial piece that led to Chordiant winning the business.CTI Specialist – Chordiant/Barclaycard• Chordiant CTI specialist and design consultant on a £2m project implementing a payment authorisation system. • Implemented a proof of concept to demonstrate Aspect ACD/Chordiant integration and provided design/development estimates.• Developed a Java Applet to CTI enable Chordiant from the Chordiant Toolbar.

Solutions Lead – Datapoint/Lloyds TSB• IVR Self Service and Chordiant desktop integration. • Achieved Outline Solutions Design signoff• Created Environment Requirements documentation for Development, System Test, UAT and Production.• Pursued contacts for timely response to technical issues and maintain project momentum.Development Lead – VSP (Vision Service Plan), USA• Architected a process to virtualise a multi-Aspect ACD environment. • Remotely developed and tested the solution with a 2 week on-site implementation.• Architected a technique to gain call control through CTI.Development Lead – Datapoint/PlusOne• Designed and developed a Softphone with Genesys/Avaya integration.• Created user guides and provided training. Implemented upgrade processes. • Implement a customer callback service.Solutions Architect – PER• Architected and developed a complex product to provide a multi-media skills based routing framework with Aspect ACD integration. • Developed Aspect ACD simulator to allow standalone product development and load testing.Solutions Architect – RBS (Royal Bank of Scotland)• Architected and implemented a solution to provide an automated facility to make benefits selections.• Worked with the customer to detail the strategic design. • Designed, developed and tested the ACD call flows and database integration.

• Design consultant advising Hutchison on Aspect’s product suite including ACD, Enterprise Contact Server (ECS), Web Interaction, Datamart and WinSet.• Responsible for the Data Centre and Contact Centre hardware and software specification. • Maintained Aspect system after delivery and trained H3G staff. • Lead vendor meetings.

Project Manager – TeleCall Practice• Roles were project manager, pre-sales practice manager, lead architect and systems integrator. • Attended pipeline meetings to identify new business and up and coming payment milestones.• Liaised with the Aspect Products division to provide a Beta release for predictive outbound dialling. • Arranged Beta sites in NA and UK. Set up lab to test Beta release to tight deadlines.• Installed TeleCall at United Illuminating. Installation required complex custom features. Designed and developed the customizations. Met short timescales. Mentored another developer.Project Manager – Puget Sound Energy• Technical project manager of a team of three implementing Aspect’s ECS product with Web Interaction and Aspect Customer Email (ACE). • Provided development team with technical support and proactively drove product issues and escalations to conclusion.Project Manager – Daimler Chrysler• Project Managed an ECS implementation subcontracted to IBM.• Maintained project issue list and drove Aspect Engineering to resolve show stoppers.• Met quarterly milestones.• Managed the drawing up of a support agreement between 3rd party vendor eGain, Aspect and DC.• Coordinated difficult customer sign-off of Statement of Work.

• Developed a sophisticated VB6 application incorporating complex CTI functionality including conferencing and parking of calls. Managed third party relationship. Later assumed project manager role.• Carried out numerous TeleCall installations including custom developments mainly in VB6 and Oracle. Collected user requirements, designed, developed, tested and trained the users/administrators of the application. Installed Oracle and sized based on requirements.

• Carried out development and team leading tasks on various projects including:• Post Office Counters Ltd (POCL): Developed and maintained a VB prototype.• Water Management System (WAMS): Developed a VC++ application to view a database.• New En-Route Centre (NERC): ADA Developer and Integration Tester. • Inland Revenue: Developed Sybase data entry forms and stored procedures in Transact SQL.