Konstantin Koltsov
About
Detail
Head of Engineering (BigData)
Ukraine
Résumé
Jobs
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Head of Engineering (BigData)КиївстарJul 2020 - Current (6 years 2 months)- Solutions ArchitectNetcracker TechnologyJan 2019 - Jun 2020 (1 year 6 months)
- Head of CRM systems department (IT division)КиївстарApr 2014 - Dec 2018 (4 years 9 months)- Successfully launched projects: implementation of Sales Tracking system for retail, CRM for retail (Dealer Portal), OutsourcingCC project, ESB, Self Care portal - Implemented Agile methodology in some operational projects - Managed relation with contractors and customers - Continuous support and control of all operational projects (CRM development, SelfService portal, SSO, IVR and CallCenter, Electronic queue, Outbound System) - Managing 45 employees including outstaff and outsource
- Head of CRM development unitКиївстарOct 2011 - Mar 2014 (2 years 6 months)
- Head of CRM development sectorКиївстарJun 2010 - Sep 2011 (1 year 4 months)Coordination and implementation control in CRM Domain (OperationalCRM, CC&IVR Solutions, SelfService Solutions) IT Process compliance control (RLM,CHM) Gathering business requirements from the internal customer Work coordination between IT, Business, integrator Acceptance testing with internal customer Negotiation of internal processes between IT and business
- Head of IVR&CC support sectorКиївстарNov 2008 - Jun 2010 (1 year 8 months)Support and development IT systems: IVR, NortelCC6.0, Outbound Call System, VoiceRecord/QualityAssuarance System, Genesys WFM, Electronic Queue Gathering business requirements to activities, CallCenter reports, additional functionality Implemantation of new services on IVR (MarketingActivities, VAS) Work coordination between IT, Business, integrator IT Process compliance control (ChangeManagement, IncidentManagement) SLA negotiation and control
- CallCenter&IVR support specialistКиївстарJun 2005 - Nov 2008 (3 years 6 months)Support CallCenterSystems: GenesysWFM, NortelCC6.0&5/0, VoiceRecordSystems (solving incidents and problems) Development IVR logic(service provisionning), Calltreatment automation Developed testing methods to improve accuracy. Planning scalability used solutions Ensure stability and function of CallCenter and IVR equipment
Education
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- Master, radiation physics and radiobiologyTaras Shevchenko National University of KyivJan 1997 - Jan 2003 (6 years 1 month)
- secondary, PhysicsUkrainian Physics and Mathematics LyceumJan 1994 - Jan 1997 (3 years 1 month)
Projects (professional or personal)
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- WWeb selfcare systemFeb 2014 - Current (12 years 7 months)eCommerce omni-channel platform, with Product Catalog. Hybris
- WWeb portal platformFeb 2014 - Current (12 years 7 months)Single web portal, built on Liferay
- CCommercial Contact Center KyivstarJan 2012 - Current (14 years 8 months)
- CCommercial Contact CenterOct 2011 - Current (14 years 11 months)