UniDutch and its resources have a proven track record in the contact center and unified communications workspace. To give you insight into the assignements UniDutch is engaged in please find a list of recent assignments performed by UniDutch resources.
Service engineering & architecture consultant:
Service engineering & architecture consultant on a global contact center platform, for a large international US based software-company. The solution is mainly based on Cisco UC technology integrated with multiple ACD platforms and IVR’s.
The main activities focussed on solution design and and support for:
- Introduction of new/improved feature functionality on a global contact center platform
- Testing proof of concepts in a lab environment
- Provide platform specific design-documentation on installation-overviews, configurations, logical call-flows and hardware/software upgrade-procedures
- Support on operational engineering issues
Interim commercial product manager voice services:
Interim commercial product manager call center and voice services for a dutch and european cable operator in Amsterdam. The services are based on Cisco UC, Nortel and open source technology. The main activities focussed on:
- Product management for: 0800/0900 services, hosted IVR services, (VOIP) Voice services
- Service development for the fore mentioned services
- Bid management support
PS Consultant (sub contracted) for a leading international Contact Center software provider:
Professional services consultant responsible for supporting a French integrator with the implementation, configuration and functionality testing of the Genesys Customer Interaction Portal Solution for a contact center of a major French Bank in Lyon. The main activities focussed on:
- Provide on site engineering presence at the integrators office in Lyon
- Trouble shoot issues with the integration of the solution with other 3rd party components
- Providing architectural recommendations to the integrator
- Assist the 3rd level engineering with prioritization of fixes and additional functionality
PS Consultant (sub contracted) for a leading international Contact Center software provider:
Professional services consultant responsible for supporting a French integrator with the implementation, configuration and functionality testing of the Genesys Customer Interaction Portal Solution for a contact center of a major financial services provider in Paris. The main activities focussed on:
- Interpretation and mapping of the existing routing into GCIP call flows
- Building and testing of the call flows into the Genesys Customer Interaction Portal
- Providing architectural recommendations to the integrator
- Assist the 3rd level engineering with prioritization of fixes and additional functionality
Technical project manager (sub contracted) for a leading international Contact Center software provider:
Providing technical project management and engineering management for a multinational team of engineers that were supporting a German Integrator with deploying a Genesys contact center implementation for a German mobile operator. The main activities focussed on:
- Be the technical SPOC for the integrator and the client
- Review and assess test results from the User Acceptance Testing that were logged and tracked using a Quality Center tool.
- Assign the day to day activities for the engineers of the leading international Contact Center software provider.
- Assist and advise the program manager on planning and resourcing
- Follow up with 3rd level engineering on issues discovered during testing
Interim project manager Benelux (sub contracted) for a leading international Contact Center software provider:
Providing project management supporting multiple customers and integrators deploying Genesys contact center solutions in the Benelux market. The main activities focussed on:
- Commercial activities including: Bid support, SOW creation, Business cases & justification, Order handling 3rd party subs
- Project management including: Communication with the integrator and end customer, Planning, Documentation, Resource management, Escalation handling