On mission for ORDATEL GROUP SSII
- Technical Expert of IPCC Cisco
2000 - 2008Technical Expert of IPCC Cisco (ORANGE BUSINESS SERVICES)
Environnement :
• ICM Cisco 5 & 7 IPCC level 3
• CVP 4.02 Customer Voice Portal
• Cisco Voice Gateway VXML 2811
• Microsoft SQL Server 7, 2000 & 2005
• Windows 2003, 2000, NT4
• Sybase Infomaker 7.0 to 10
Expertise, Design & support of ICM Call Routing
Member of the Consulting Orange Call center solution. Team of 20 people in charge from presales to implementation of Call Center projects for Orange's customers. Work in a multiple mode project.
Main taks :
• Design of Call Center solutions(Architecture, Call Flows, VRU)
• Optimization of technical customers architectures
• Design and implementation of technical solutions (BNPPA, Philip Morris International,CNAF, DGI,URSSAF…)
o Functional redundancy of hardware and software
o Setting up the scripting for Call Flows
o implementation of SEI Lite Symposium for ORANGE Mobile
o implementation of CTI application (Cisco and customers)
o Interface between IPCC and Clarify for DGI
o Migration ICM 4.6 to 7.2 for PMI
o Design and Implementation SCORE (reporting and administration through JEE portal) for Urssaf
o Design and implementation of WebCallBack for BNPPA
o Design and implementation interface betwwen IPCC v7 and Alcatel platform through SIP
And with MSSQL Database.
• Coordination and analysis of customer issues
• Optmization of functional and technical architectures
o Migration of technical platforms (ICM, Windows)
• Managing the relationship with Cisco (meeting, roadmap)
• Management and followed deployment
• Animation of customer meetings
• Reports of statistics (serveur Web IIS, SQL)
• Technical Expertise level 3 of ICM Cisco – Troubleshooting (AWS AdminWorkStation, PG Peripheral Gateway, Router, Logger)
• Troubleshooting and relation with Cisco TAC for issues
• Technical Expertise of Nortel Symposium and Microsoft network (Microsoft , Club Med, Crédit Lyonnais, APEC, SNCF)
Main Customers : Orange, Wanadoo, BNP, Credit Agricole, PMI, La redoute.
Example of Project : Interface between IPCC and Siebel for SNCF.
ARTELCOM ASTEN – Créteil (94)
- Engineering design and development
1998 - 2000• Windows NT4, Windows 2000, Lotus Notes, Genesys, Symposium
• Deployment and maintenance of Windows NT4 networks
• Installation and technical support Nortel Symposium
GTIE – Bagneux (92)
- Engineering design and development
1989 - 1998• Novell 3.0 and 4.1, Windows 3.11 and NT4, MS Access
• Deployment and maintenance of Windows NT4 and Novell networks
• Development intranet GTIE / SDEL
