Helping with transition to Genesys Cloud, through consulting and providing tools for the Q&A process

PO for the contact center migration to Genesys Engage Cloud

Helping businesses to provide great Customer Experience through innovate solutions

Tasks: Designing and developing enterprise call centre applications from desktop soft-phones to self-service IVR applications (speech and DTMF) integrated with back-office applications Key achievements:Built CTI integration controls for Microsoft CCF(CCA) integration using MS Visual Studio and MS Expression BlendDesigned and developed large IVR application which handles up to 1 million calls per day for one of the major banks (Genesys Studio, Java and SOAP interface to bank's back-end for financial transactions)Designed and developed generic soft-phones for major telecommunication companies, creating virtual call-centres (VB.Net)Pioneered integrating Cisco hand-sets with Genesys communication serversDeveloped Java component to convert XML files to flat files and vice-versa using XSLT templates for new web front-end to integrate with legacy systems (Java)Developed soft-phone for major insurance company, using screen-pop functionality to integrate with their closed legacy systems

Tasks: Develop long term software and hardware strategy Prioritise development requestsPlan work for internal development or outsourcingDesign & develop applications for internal use for different departments (mainly finance, sales & marketing and call centre)Key achievements: Automated the upload of information of front-end sales tools into finance back-end applicationsFormalised development process to adhere to SDLCVirtualised development, integration, test and training environments to save costs and increase turn-aroundBuilt SQL 2000 data warehouse for Cognos users and ad hoc Ms Access reports. Including creating nightly DTS replication jobs of all production databases to a single server.SQL 7 to SQL 2000 migration for all our front end servers

Tasks: Define user requirements through workshops, interviews and prototypingLiaise with third party solution provider regarding project tasks and be responsible for architecture and integration and overall overview of developmentKey achievements: Build a reward site in liaison wit our sales & marketing department for our dealers and salespeople, which was the first automated sales & communication tool to increase business and be proactive in our channelsRedesigned and normalised dealers and salespeople database. Changed free text entries into relational database, enabling direct marketing and reporting

Tasks: Maintaining existing and developing new web sites (SQL7 databases, ASP pages, VB COM objects)Part of team to translate business requirements into technical specificationsKey achievements: Call centre application source code was bought from Canadian vendor. Further customised and stabilised application and developed separate instance for New Zealand branch to cater for New Zealand business rules and regulationsAutomated generating and sending contracts to new customers by merging and prepopulating Adobe PDF documents

Tasks: Consulting clients about our in-house developed software productsDeveloping Visual Basic applications based on Access and SQL databases for administrating transport and freight receipts and information management systems Installing and configuring customised software on site Managing and training small team of developers Key Achievements: Automated data transfer between clients and vendor application based on EDI formatDeveloped application for online GPS tracking of customer's vehicles, enabling real time work planning