Ralph Flotner Email & Phone Number

Newmarket, On, Ca

My current role is that of a Call Centre Solution Architect, with a focus on implementing contact management solutions utilizing the Interaction Center Software Suite from Avaya. I maintain a strong working knowledge of all the components that make up a high end, dispersed contact center, as well as the data and voice technical infrastructures that support them. Over the years I have worked as part of a technical development team both as a leader and as a developer, interacting with upper management and coordinating functions and procedures with the business and operations departments of an organization. My experience is primarily with high volume, multi-site and feature-rich Contact Centres. In my current role I am a Contact Center Solution Architect providing the following all the services necessary to see a solution through, from inception to its daily operation:• Business Solution and Benefit Analysis• Technical Solution Analysis and Specification• Solution Design and Implementation• Solution Deployment and Training• Consultation related to Operational Management of the Solution

As a CTI Solution Architect, I was assigned the role of technical lead on all projects and provided guidance for our Professional Services Organization. I also often operated in the role of pre-sales support providing assistance to the sales teams with regards to product capabilities, solution strategies and project estimates. This information was delivered in the form of discussions, presentations and reports. As the technical lead I worked with a delivery team which involved company personnel, customer developers, ACD vendor personnel, IVR vendor personnel and Desktop vendor personnel. I played a key role in the evolution of the CTI solution framework at Quintus.

As a CTI Solution Architect, I was assigned the role of technical lead on all projects and provided guidance for our Professional Services Organization. I also often operated in the role of pre-sales support providing assistance to the sales teams with regards to product capabilities, solution strategies and project estimates. This information was delivered in the form of discussions, presentations and reports. As the technical lead I worked with a delivery team which involved company personnel, customer developers, ACD vendor personnel, IVR vendor personnel and Desktop vendor personnel. I played a key role in the evolution of the CTI solution framework at Nabnasset/Quintus.

As a consultant for Digital Equipment of Canada, my focus was that of a Data Network Consultant and Solution Architect. In addition, I was often engaged in the role of a pre-sales support person, to assist in the crafting of solutions for various Canadian Telco’s, government departments and banks. Accomplishments with Digital Equipment are listed below:• technical lead to implement a CTI solution at the CIBC Bank• technical lead for a team of Network and Communication consultants in Ontario • worked with a consortium of Canadian Telco’s to design and deploy an inter-corporate national data network for the purpose of managing components within their national telecommunications network• worked with Bell Canada to design and implement a data management network to link MCI, to offer VNet services to their corporate clients • worked with a Bell Canada subsidiary to design and implement a network services and a firewall solution• worked with a Bell Canada subsidiary to implement an X.500 namespace solution to support their X.400 solution• assisted Bell Canada with the evaluation and interoperability testing of OSI Applications and the OSI Development environment• develop and deliver technical seminars to our corporate customers

In this role, I set the data communications strategy in terms of product offerings and the corporate configuration. My duties involved managing a group of senior developers, preparing marketing literature, training, consultations, as well as, pre and post sales support for the data communication related products the group developed. A major deliverable for our team was the design and implementation of a OSI based application used to locate and reserve library resources in a highly distributed environment. The application was specified, designed and a prototype implemented. The application was based on the following standards:• OSI Directory Standards (CCITT X.500)• OSI Message Handling Standards (CCITT X.400)• OSI Inter-Library Loan Standards (ISO 10160, 10161)