Genesys Certified Professional
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- 29.11.2020
Kurzvorstellung
Qualifikationen
Projekt‐ & Berufserfahrung
8/2018 – offen
Tätigkeitsbeschreibung
Genesys Engineering,
Betrieb Konzeption,
2nd – 3rd Level,
Integration,
Datenbank Expertise,
Requirement Engineering
Transact-Sql, VoiceXML (Voice Extensible Markup Language), IT-Outsourcing-Konzepte, Call-Center
4/2015 – 12/2015
Tätigkeitsbeschreibung
• IVR application development via Composer 8.x
• Web service integration
• Strategy development in IRD (Interaction Routing Designer)
• iWS customization
• SIP trunking between Alcatel PBX and Genesys
• IRD and Composer training for company personnel
SIP (Session Initiation Protocol), Web Services, VoiceXML (Voice Extensible Markup Language)
1/2013 – 8/2015
Tätigkeitsbeschreibung
• Technical architect and the technical project lead for the whole project, multisite and HA environment with Genesys GVP, SIP, Outbound, Info Mart, Email, Chat and Agent Scripting modules.
• Migrating existing IVR application (Nortel IVR) to Genesys Composer in the first phase, development new IVR with dynamic and proactive menus in the second phase of the project ( almost 200+ vxml pages)
• Creating new and dynamic IRD strategies
• Development of the Info Mart reports (SQL queries only not BO objects).
• Working on the topology with genesis of the all solution for the customer, including HA and distributed environment
SAP BusinessObjects (BO), SQL, Scripting, SIP (Session Initiation Protocol), VoiceXML (Voice Extensible Markup Language), Architektur (allg.), Technische Projektleitung / Teamleitung
8/2012 – 11/2012
Tätigkeitsbeschreibung
• Implementation of Genesys Framework 8.x and GVP version 8.x
• IVN and SSG integration
• Integration of Genesys SIP with Alcatel PBX
• Writing the outbound Call flows via Composer 8.x, integration with SQL database
• Creating dynamic IVN campaign infrastructure
• Integration of MRCP and TTS with Multilanguage support
SQL, SIP (Session Initiation Protocol), VoiceXML (Voice Extensible Markup Language), JavaScript
6/2010 – 10/2011
Tätigkeitsbeschreibung
• Deployment and implementation of GVP modules (1000 ports) HA (High Available)
• Deployment HA Sip Server,
• Integrating Avaya ACD through Genesys Avaya TServer, Multi-Site and distributed call routing via Sip Server,
• Writing call routing strategies in Genesys IRD,
• Writing IVR application in Genesys Composer 8.X
• Training the bank’s staff
• Creating and designing (as architect) a 3th party application Interactive Voice Notification system (IVN) using Genesys SSG and integrating with Avaya CM (proactive notification application without OCS solution)
SIP (Session Initiation Protocol), VoiceXML (Voice Extensible Markup Language), Schulung / Training (IT), Architektur (allg.)
1/2010 – 1/2011
Tätigkeitsbeschreibung
• Deployment and implementation of GVP components (Resource Manager, Media Contol Platform, SNMP master Agent, Reporting Server) in a multisite and HA environment.
• Deployment HA Sip Server,
• 1200 ports IVR, Over 1500 Agents
• Integrating with Cisco CM
• Integrating with VHT (Virtual Hold)
• Integration of Genesys SIP Server with Cisco Gateways (SIP Trunking)
Router / Gateways, SIP (Session Initiation Protocol)
4/2008 – 4/2009
Tätigkeitsbeschreibung
• Developing Intranet (PHP & MySql) ve Internet applications
• Creating company presentation documents
• Responsible for CISCO PBX and Firewall maintenance
Mysql, PHP
12/2006 – 3/2008
Tätigkeitsbeschreibung
• Support of whole PC and network infrastructure
• Windows 2003 domain management
• Maintenance of Genesys servers and network components
• Maintenance of Netscreen VoIP switches
• Installing Nortel IP Phones
• Support, administration of VoIP and Data lines between Turkey and Germany.
IT-Support (allg.), Systemadministration (allg.), Telekommunikation / Netzwerke (allg.), VoIP
11/2004 – 5/2006
Tätigkeitsbeschreibung
• Implementing network infrastructures for companies
• Helpdesk support for customers' servers , networks,
• Web design and support for Internet applications
• Hardware provider
• Several IT trainings
Hardware-Design, IT-Support (allg.), Telekommunikation / Netzwerke (allg.), Intranet, Inbetriebnahme (allg.), Webdesign
Zertifikate
Ausbildung
Istanbul
Weitere Kenntnisse
• Sip Server : Integration with GVP and native TServers (cisco,Avaya), iscc topology, creating switch objects like trunk, trunk group, VOIP services etc. and troubleshooting of single or HA sip servers.
• URS : Deployment, implementation, integration, troubleshooting
• GVP : Deployment, implementation, integration, troubleshooting, creating Logical Resource Groups, IVR Profiles and DID Groups,
• Outbound solution : Deployment, implementation, integration, troubleshooting, creating basic and advanced treatment via scxml,
• CCA Reporting : Deployment, implementation, integration, troubleshooting of CCA solution, creating CCPulse and CCA templates
• Genesys Info Mart : Deployment, implementation, integration, troubleshooting and report development, design HA architecture of ICON and Info Mart.
• Composer : Designing and creating of complex IVR (vxml) systems, building proactive and/or dynamic IVR menus or announces based customer segmentation or product ownership.
• IRD : Designing and creating of complex strategies, implementation via VHT.
• e-services : Deployment, installation, basic configuration, specially e-mail solution
• co-browsing : Deployment, implementation, integration to the web pages
Persönliche Daten
- Türkisch (Muttersprache)
- Deutsch (Fließend)
- Englisch (Fließend)
- Griechisch (Grundkenntnisse)
- Europäische Union
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