|
All my career
path has been done at Collab where I had the chance to develop technical
and soft skills throughout 8 years of challenging work.
Collab is a
Portuguese high-tech software house (http://www.collab.pt), developing
voice (VoIP), video, e-mail, IM and Social Media over IP Contact Centre
solutions for companies from different sectors. Mainly for cloud and hosted
contact centres and geographically distributed over IP networks for Telecom
operators, working with the SIP VoIP protocol (pre-IMS SIP based networks).
2014 -
PresentCollabLisbon, Portugal
Solution
Architect for Cloud and Hosted Products
I am a solution
architect for cloud/hosted IP Contact Centre and IP PBX with a
strong customer facing component (pre-sales and post-sales). My functions
include:
o Help with presentation and demos, setup PoCs and discuss
solutions with prospect clients;
o Explain what are the benefits of Collab’s cloud
platform, its IP Contact Center and its IP PBX;
o Sales support for cloud IP contact centre and cloud IP
PBX;
o Design solutions for cloud and hosted IP Contact Centers
and IP PBX;
o Design and development of integration applications
(including databases);
o VOIP gateway integration;
o Manage relationship with our VOIP providers;
o RFQ and RFP answering support;
o Post-sales support and project management;
o Writing sales support and product configuration
documentation;
o Ensuring the correct management of the cloud
infra-structure;
o Manage relationship with our infrastructure cloud
providers;
I lead the
process of defining the technical requirements and manage the
implementation of cloud, multitenant and multimedia SIP contact centre and
IP PBX platforms (voice, email, chat, video and social media) based on
Collab’s products and technology. These include Collab’s own cloud contact
centre and PBX offer Nubitalk (https://www.Nubitalk.com).
I also support
in the product management team providing customer requirements and helping
defining features bundles to be included in every major version of the IP
Contact Centre and IP PBX.
I deal directly
with Collab’s suppliers for voice, network and infrastructure, the
suppliers include Colt UK, Twilio, Talk Talk Business and Vodafone.
2011 - 2014CollabLisbon,
Portugal
Service
Assurance Manager
From 2011 to 2014 I managed the Service Assurance team of Collab (12
people).
My responsibilities were:
o Leading team and ensuring processes of Incident
Management, Problem Management, Configuration Management, Change Management
and Release Management;
o Project management: understand and define customer
requirements, utilizing specified resources to strategically customize
products and services to suit customer needs, take responsibility for
technical action lists, gather client suggestions for product enhancements
and requirements and communicate those in an organized and prioritized
fashion to Product Management;
o Defining solutions for IPPBX and IP Contact Center
(enterprise and hosting model), ensuring high availability and site
resilient solutions;
o Ensuring the correct deployment of the IVRs and
integration with 3rd party systems;
Customers I successfully helped to deploy Collab’s solutions:
o
Sears Mexico (Department Stores, Mexico): Multimedia Contact
Centre (voice, e-mail and chat) with 200 blended agents;
o
Master Brasil
(Contact Center Outsourcer,
Brazil): Contact Centre with 1500 predictive agents and 200 outbound IVR
channels integrated with Audiocodes and Net gateways using Answers Machine
Detection in order to optimize predictive dialing;
o
Datametrica (Contact Center Outsourcer, Brazil): Contact
Centre with 900 blended agents integrated with Audiocodes gateways;
o
VDS (IT Integrator, Brazil): Cloud Contact Center and
PBX offer using an Internet Sip Trunk provider(agents and extension could
connect anywhere);
o
Portugal
Telecom (Telco, Portugal): upgrade
project deploying a completely new infrastructure together with a new major
version for hosted Contact Center (1000 blended agents) and hosted PBX
(400k extensions). Integration with Cisco ACE load balancer , Cisco Cube
routers and ACME Packet SBC;
o
Talk Talk
Business UK - former Tipicall UK (Telco,
UK): PBX project with 20k extensions (hard-phones,
softphones, desktop consoles and mobile apps) using a fully resilient
environment;
o
1Stream (Cloud Contact Center Provider, Soulth Africa): Hosted
multimedia Contact Centre (voice, video, e-mail, chat and social
media) and PBX offer (hard-phones, desktop console and apps) integrated
with multiple Sip Trunk providers;
o
Vodafone
Portugal (Telco, Portugal): Multimedia
Contact Centre upgrade project (voice, 3G video, e-mail and chat) with 1000
blended agents integrated with F5 load balancer and Vodafone’s Sip Trunk
connected to its IMS platform;
o
Luz Saúde –
former Espírito Santo Saúde (Hospitals,
Portugal): Virtualized Contact Centre environment with distributed
sites using citrix agents integrated with Portugal Telecom’s Sip Trunk
connected to its IMS platform;
o
IECISA (Technological Consulting & Integrator Company,
Spain): Multimedia Contact Centre project (voice, e-mail and chat)
with 200 blended agents integrated with ACME Packets SBC and Asterisk as
SIP Trunk;
2010 -
2011CollabLisbon, Portugal
Senior
Consultant
As a senior consultant at Collab my responsibilities were:
o Project Management, Supervising and supporting junior
consultants, Collaboration on Pre Sales and Trainer;
o Requirements analysis and Drafting of Professional
Services quotes;
o Deployment and integration of call center and VoIP
solutions, Microsoft Business Intelligence Studio, SSRS, .NET technologies
and others;
o International projects with customers from all sectors;
Customers I successfully helped to deploy Collab’s solutions:
o Tata Communications UK: Hosted Contact Center and PBX solutions distributed
throw two geographical locations integrated with Sonus gateways and Cisco
UBEs;
o Jaguar Land Rover Russia for Tata Communications UK: hosted IP Contact Centre for the Moscow office with
local Cisco media gateways (Cisco UBEs) for local voice and integrated with
the local Cisco Call Manager Express phone extensions.
o Glemnet UK:
telecoms reseller reselling TATA’s hosted IP PBX and SIP trunks (outbound
voice). Fully integrated with TATA’s voice SBC infrastructure (managed the
deployment of this customer).
o Vodafone Malta (Telco,
Malta): upgrade Contact Centre project using virtualized environment
integrated with F5 load balancer and Siebel as CRM;
o Baxter
(Medical Services, Portugal): IVR development (CCXM and VXML) using
media server Prophecy platform (Voxeo);
o ING NN
(Bank, Spain): upgrade Contact Centre project using virtualized
environment integrated with Siebel as CRM;
o Vodafone Malta (Telco,
Malta): multi-level IVR development with third party integrations
for call flow filtering;
o Randstad (Contact Centre Outsourcer, Portugal): Hosted Contact Centre platform mainly using predictive
and power dialing (400 agents) fully integrated with multiple Sip Trunk
providers (Portugal Telecom, Vodafone and NOS);
2007 -
2010CollabDüsseldorf, Germany
Consultant
As a consultant deploying Collab’s software and technology at a
major European telecoms
operator my responsibilities were:
o Software development using languages as C#, C++, C,
HTML, ActionScript (Flex), Asp .Net.
o IVR developments using CCXML, VXML and OneXML.
o Integration on several technologies and platforms
including MS Windows Server systems, MS Exchange Server, MS SQL Server
Technologies, Cisco Call manager and Cisco network Equipment, SIP based
VOIP networks, MS .NET, HP OCMP and Collab OneContact;
|