Role: Agile Consultant & Coach
Assigned to this UK client to independently assess, mediate and steer Clients software development project (2 Phases remaining) that had previously tried Agile but failed to generate the right results and subsequent benefits.

– Coaching and running Agile workshops for the overall project team (Internal and 3rd party development) to help avoid previous ‘Waterfall’ practices and pitfalls
– Implement DSDM framework for Governance at Project / Program Level to manage the business change
– implement revised ‘Agile’ roles and responsibilities with senior stakeholders and project team
– Coaching SCRUM team in best practices
– Coaching Product Owners and SCRUM team – on good Product Backlog Definition, User Stories and – Estimation – Not ‘Big Design Up Front’
– coaching Project Managers in their role on Agile projects
– Foundation & planning workshops for Velocity , Good Sprint Sizing
– Release planning

Testimonial: “I believe that your influence on the project has been pivotal in turning the project around. You have managed to get the principles of agile development embedded into the team using your obvious agile development experience, drive and determination.”

The post Anglian Water appeared first on CRM Technik Ltd.

Role: Project Manager Contact Centre

• Lead, liaise and mediate with 3rd parties for multi-site CTI project roll-out (technology: Nortel Meridian and Genesys – 900 seat)
• end to end design and project authority for Projects
• Management of eCustomer Development, Test and Production platforms, in addition to BAU work processes for updates, patches when required to databases and OS levels.
• Follow up on internal trouble ticketing with internal/external customer base
• Implement change request procedure
• Point of contact for Voice Infrastructure teams in co-ordinating move of CTI contact centre components to new data centres (whilst maintaining our customer normal operational activity)
• Bid management (RFI/RFP/RFQ) for new technologies for Belgacom Mobile
• Initiate and kick-off new projects for voice infrastructure and project sponsors
• Instil development standards and best practices for future roll-outs (esp. in CTI contact centre/e-customer contact)
• Roll-out and project management for IVR replacement software/infrastructure
• Act as champion for all Genesys projects
• Planning/design approval/management for Genesys 6.1 migration project to 3 sites
• Roll-out of Genesys email routing with interface to our web portal
• Roll-out of customer profile routing on Genesys
• Steering group process improvements for maximising SLA in 24hr operation

The post Proximus appeared first on CRM Technik Ltd.

Role: Project Manager (launching new CRM and contact centre channels for start-up)

• Build specifications for Customer Care systems (Telephony and CTI- Meridian Option 61c, Genesys and Symposium IVR) integration to Vantive and liaise/mediate with 3rd party integrators
• Implement dedicated dedicated test/reference platform for updates , changes to core routing databases
• Ensure smooth and timely delivery of applications and testing of ACD/CTI components
• Forecast new technology specifications for 6-12 months within Infrastructure group on Contact Centre systems
• Requirements capture with other clients in the Dutchtone group for roll-out of new strategic services in the ACD/CTI/CRM components
• Plan support for 24×7/365 operations either in-house or with 3rd party specialists (outsourcing)
• Approval of new designs in telephony applications in for corporate and contact centre
• Reporting to Managing Steering Board (CxO)
• RFP/RFQ and negotiating process, vendor management for new contact centre, inc. design, implementation
• Project management of ASPECT Centre roll-out (1200 seat, ATM backend)
• SLA and service management reporting to Senior Management

The post Dutchtone appeared first on CRM Technik Ltd.

Role: Project Manager Application Development

• Lead, liaise and mediate with 3rd parties for development  of contact centre routing , web chat/email channel and speech recognition strategy projects.
• Co-ordinate with the group Service managers on BAU and new Project release schedules
• Deliver dedicated Testing platform for reference testing before transition to production (databases and supporting infrastructure)
• Manage delivery of voice/digital enabled customer care applications
• Provide design consultancy to group Strategy on functional specifications design and test plans
• Liaise with Business stakeholders on requirement capture and project delivery
• Vendor management

The post Vodafone appeared first on CRM Technik Ltd.

Creation of web presence and artwork  for Cloud Solution start up based in Northern Ireland

The post Cloudsol appeared first on CRM Technik Ltd.

One of the original start-up staff team to lay down the groundwork for EMEA group operations for AOL Europe. Understandably in the start-up to full grown operating business a wide number of senior roles were covered to cover the dynamics of the EMEA operation till process stabilization.

• Introduce and implement Care strategy (design of customer flows and journey through digital channels using AOL’s proprietary tools combining email and web chat)
• reporting progress and feedback to CEO level during start-up and transition to new greenfield EU operations centre
• Manage UK beta rollout and 15 key technical staff supporting the beta
• Create an operations service management group to support the additional countries within AOL scope
• KPI and SLA framework introduction for AOL EMEA
• Cost optimization (vendor negotiations, telephony cost reductions, tools and automation)
• Manage maintenance and projects release deliveries to core customer care systems and applications

The post AOL appeared first on CRM Technik Ltd.

T-Mobile Deutschland
Position – Senior Analyst – IT Operations

• Responsible for transition of 3rd Level support operations in-house for European Routing Platform Customer Service (ERPCS) a harmonised Genesys  platform for Netherlands and Austria
• Communicate with EU stake-holders on progress, problem, service management  and SLA (working structure managed within an ITIL framework)
• Issue and Resolution management
• Tracking of Development environment activity from our 3rd partes to ensure patches, revisions will be synchronized to production
• SLA tracking and steering group point of contact within Telekom IT Service , identify process and stabilisation improvements to maximise SLA
• Technical feedback into design life-cycle for integration
• ensure designs for ERPCS were in accordance with the support guidelines mainly GVP, MCR and WFM roll-out and enhancements
• Co-ordination with multi-vendors (integrators, Genesys) providing support services to T-Mobile
• Conflict and resolution management to ensure relevant priority is understood across the business stakeholders

T-Mobile UK
Position – Senior Delivery Manager – CRM Interactions

• Working in the CRM Interactions group that lead and manage all CRM releases within T-Mobile UK..
• Technical project management of end to end solutions (project initiation to closure)
• Genesys 7 co-ordinate and management of core components update
• Develop and manage BAU (Business as usual) release strategy for Genesys infrastructure and framework components; release coordination with the service and business stakeholders
• Delivery (project lead) for WFM (Genesys) implementation (4 centres 2500 agents capability)
• Ensure IS Board ratified projects adhere to project governance guidelines (esp Budget, Change control)
• Relationship management between CRM / IS operations and the business project owners and ensure Operation & Service management were up to speed for the deliveries (knowledge transfer, bespoke training )
• Agile Methods (DSDM) used in delivering bespoke development prototypes

The post T-Mobile appeared first on CRM Technik Ltd.

• Providing test analysis, test specification and test run .
• Support in testing the releases for Deutsche Telekom CRM business. Tools (HPQC and Rational) A primary focus on the Genesys solutions in addition to evaluating change management monitoring tools for the group to monitor and highlight configuration management weak points.
• Agile project with the offshore team resources to create a web prototype deliverable for reporting.

The post Deutsche Telekom appeared first on CRM Technik Ltd.

Role: Project Manager

• Network Rules Engine: a web services based layer utilizing legacy data to control customer policy & segmentation. Project and Development management of offshore development resources in the project.
• Managing Offshore partner connectivity for the new platform.
• eServices ( Social Media Integration) digital customer channels working with  marketing and operational counterparts, assessing whether we bring the current hosted service back in-house

The post EE – Single Routing Project appeared first on CRM Technik Ltd.

The post Philips – Seamless User Journey appeared first on CRM Technik Ltd.