CRMpeople.com
Presents
Resume 830.
Summary
Working in technical roles, this Consultant has seven years consulting experience planning, developing and integrating Customer Relationship Management solutions. Most recently at Akibia he has played roles as technical project manager and technical lead for Siebel deployments to call centers with CTI integration and web self service. At Breakaway he worked on a variety of CRM projects and broadened his skills with Internet based CRM solutions such as Onyx and Silknet. At Cambridge Technology Partners his primary focus was implementing Call Centers CRM solutions. Working as a Technical Architect, he architected and integrated a number of CTI solutions, including projects to link global product support centers, and a high volume Police Assistance Hotline.
This Consultant received a Bachelor of Science Degree in Computer Science from University College Dublin.
Professional Experience
Akibia Inc February 2001 – Present
Senior Consultant/ Technical Lead
Technical lead for a Siebel 7.5.2 implementation at Outsourcing Call Center Company with BT, UK as a primary client. Campaign, list management, and smartscripts functionality deployed with CTI integration. EIM data merged process also developed.
Member of a CRM Strategy team at Bose, MA. Helped client develop CRM strategy for 2 years. Mapped out future technical architecture with multiple initiatives using Siebel. Lead the technical track of the first initiative.
Siebel Financials 6.x implementation for GHI, NY. Track lead for CTI integration with Genesys and Siemens.
Designed and deployed a Genesys/Siebel contact center solution.. This solution included call routing, screen pop and IVR features.
Technical Team lead of a five person team to deliver a Siebel Service implementation with the following components: a Siebel eCustomer web portal knowledgebase providing customers another channel for service. A Siebel Genesys integration with call routing and full CTI functionality. A fault tolerant server configuration using MS clustering and resonate load balancing for web sessions.
Breakaway Solutions September 2000 – January 2001
Senior Consultant
Responsibilities included developing and implementing CRM technical solutions. Assisted with project estimation, risk mitigation, statement of work and project plan preparation for a sales force compensation implementation. Also responsible for leading a data migration effort aggregating multiple data sources for an Internet based CRM solution. Technologies involved: Silknet, Onyx, ASP, COM, XML, HTML, MS SQL Server 7. Also Incentive Systems.
Cambridge Technology Partners August 1996 – September 2000
Senior CRM Consultant
CTI Architect for a five site global deployment of Genesys integrated with Siebel. This involved leading clients (including senior management) and team members in envisioning inter- and intra-site call routing strategies, and complex skills based routing. Siebel integration and workflow also developed. Project manager responsibilities for early phases. Reuters, UK.
Technical lead on a blended contact center pilot project (web collaboration, email and voice). Technologies involved: HP Smart Contact, Brightware (email routing software) and Nortel switch environment.
Lead technical architect on a project to deploy a CTI enabled call center. Involved from concept to rollout. Architected a CTI solution for site-to-site routing, call overflow, skills based routing, IVR integration, voice recorder, softphone. Technologies involved: Genesys Inbound Suite, Lucent PABX, Scitec IVR, Oracle Database, Unix and NT Operating System, Visual Basic, and SQL. NSW Police, Sydney.
Worked on a project to develop a successful ‘proof-of-concept’ and detailed plan to implement CTI functionality. Technologies involved: Visual Basic and the Quintus CTI package.
Lead CTI architect responsible for analyzing current architecture and proposed a future CTI architecture. Adobe Systems, WA.
Technical team leader of an outbound call center design and development at Cable & Wireless. Technologies involved: Genesys Outbound Suite, Oracle, VB, SQL and Vantive.
Technical lead for an IVR package evaluation for Marriott. Developed a business case and liased with a pool of IVR vendors to evaluate potential products.
CRM Consultant
CTI Architect for an inbound call center scope, prototype workshop, design and development. Technologies involved: Genesys, Oracle, UNIX and NT, Periphonics IVR, VB, and SQL.
- Functional team leader for a successful worldwide rapid deployment of Siebel Sales. Technologies involved: Siebel Sales 3.x-4.x, Oracle, UNIX and NT, Siebel VB and SQL.
Senior Developer
Worked on many project phases including facilitated requirements gathering, user design and development for a Siebel call center and field sales application for Prudential. Technologies involved: Siebel Sales 3.x, Oracle, UNIX and NT, Siebel VB and SQL.
Development team member for a Scopus call center application at Convergsys. Technologies involved: Scopus Call Center, Oracle, UNIX and NT, Visual Basic for applications, TCL and SQL.
Development team member for an internal custom Forecasting and Staffing Application. Technologies involved: Visual Basic, Oracle Database and SQL.
Technical Skills
Custom: Visual Basic , JavaScript, TCL, XML, XSL
Database: Oracle, MS SQL Server, SQL, PL-SQL
Siebel: Financials, Consumer Goods, Call Center. Experience with Siebel from Siebel 2.x: Configuration, CTI Integration, EAI, EIM, Workflow, VB/eScript
Other CRM Packages: Silknet, Onyx, Vantive, Scopus, Broadvision
CTI: Experience with multi channel contact center packages including Genesys (Genesys Certified Architect), HP Smart Contact & Smart Email, Convergent Callmedia and Aspect Portal. Familiar with the Nortel, Lucent, Siemens and Aspect PBX environments. Also working knowledge of Periphonics and Scitec IVR’s.
Education
1996 Bachelor of Science, University College Dublin
Honors in Computer Science