Alexis Fayard

AVAYA GENESYS Consultant (Bouygues Télécom – IDF) via OBS 2021 – 2024

• Coordination of "production" projects from the Build to Run phase (deployment of new flows or features, version upgrades of components on AVAYA GENESYS) – TEST, PREPROD, and PROD environments via Ideploy

o Coordinate the project with the various parties concerned and involved by the component or solution to be upgraded or migrated (establishing the schedule, availability of different parties, and project prioritization level)

o Consideration of the solution to be implemented (deployment of new flows)

o Creation or review of documentation for operations, informing project teams, especially application development teams, about operational constraints

o Writing and execution of VABE and VABF tests

o Investigation of AVAYA GENESYS components in case of inconclusive tests using logs

o Opening of Customer Service Agent sites with definition of customer needs, scheduling, resource availability, opening of necessary flows for voice traffic, identification of the number of agents, deployment of workstations, creation of profiles and agents with rights, setting up faxes and MG if needed

• Participation in the Run of N2/N3 Avaya Genesys Support

Maintaining the operational functionality of platform tools and servers (analysis and debugging)

o Overhaul of inbound, outbound, administrative, and contact center call rights between Avaya and Teams solutions.

o Operation of Avaya Genesys contact center platforms.

o Contribution to continuous system improvement

o Management of documentation repositories (diagrams, procedures, documents) related to the activity.

Applications: Ideploy, Genesys 8.5.1 (CME, GA, IRD, GAX, GMS, SIPServer, ORS, URS, OCS, Infomart Database, WDE console...), Avaya 8.0 (SM, ACM, SMGR...), Teams, Verint, Kazimir, Gitlab, Gedeon, sqldevelopper, postman...

AVAYA - GENESYS Consultant (SFR – IDF) 2017 – 2021

• On the Avaya Aura R6 and R8, Genesys GNPv8 contact center platform at the National level:

Maintaining the operational functionality of platform tools and servers

o Operation of the Avaya telephony platform. (SMGR, SBC, SM, SIP Trunk, MG, AES…)

o Management of documentation repositories related to the activity.

Project Coordination for the migration of the Avaya Aura R6 to R8 platform, passing through version R7 (Virtualization and FULL SIP)

o Contribution to the drafting of the specifications document.

o Project management by constituting, organizing, coordinating, and leading the production team (internal or external) according to the specifications document, managing schedules, risks, budget monitoring, progress, acceptance testing, kick-off, review, and drafting and validation of various specification and operational deliverables.

o Contribution to the opening of Data and Voice flows (SIG and MEDIA) and implementation of network specifications. Setting up SIP Trunk channels and installing operator equipment in the Data Center in coordination with the SFR operator.

o Monitoring of implementation, expertise.

o Qualification and validation of the new platform during the acceptance phase (Console, Workstations, and Genesys Platform – GNPv8).

o Participation in the implementation of maintenance contracts (MCO)

o Setting up a redundancy platform (in standby - degraded mode) in another Data center.

• On the Genesys R8 platform

o Management of operational documentation repositories (FRIs for Level 2 Support)

o Contribution to the transmission of attached data (UUI – UUData) between the two Avaya and Genesys platforms.

 Contribution to the creation of call flows between the two solutions

 Contribution to the configuration and implementation of attached data

 Validation tests of call transfers between the two solutions with attached data, and their distribution to agents.

• On the Avaya, Genesys contact center platform, for 400 users in over 11 countries (Europe and America):

• Daily management of inbound and outbound telephone traffic (routing, distribution, local server)

• Maintaining operational functionality of tools (analysis and debugging)

• Contribution to continuous system improvement within the Run framework

• Management of documentation repositories (diagrams, procedures, technical documents) related to the activity.

• On the Genesys R8 platform

• Creation of new strategies (IRD) to evolve existing call flows created in 2000

• Specifications document, configuration, and validation - Recreate strategies with voice menu steps and capture of customer choices, add connections to stored procedures created to retrieve customer information and store it in the UUDATA field for transmission to the console

• Creation of new server connections (new Console, ICON instances... - in CME)

• Creation and modification of routing points, various elements of created call flows (agents, people, queues, working hours, and holidays...) and creation of attached data transmitted via UUDATA (CME)

• Debugging call flow issues using log traces on URS, T-server, stats server, and DBserver servers. (KAZIMIR application…)

• Supervision and debugging of the solution via SCI

• Supervision of agent states, agent groups, skills… (via CCPULSE)