Freelancer profile translated to English.

Description

Expert in Genesys solutions and telephony for contact centers, highly qualified and detail-oriented, with extensive and in-depth knowledge of enterprise engineering principles and practices.

Ability to work on multiple simultaneous projects effectively and accurately.

Flexible working hours for emergencies and other unusual situations.

I ensure the maintenance and evolution of customer relationship centers. I participate in various evolution and migration projects to the Genesys solution.

I have expertise in various GENESYS components: Inbound, Outbound, Email, Reporting, and recently Genesys PureCloud, which allows me to provide Level 2 & 3 support.

I also ensure knowledge transfer in my areas of expertise.

Languages

Arabic
Native or bilingual
English
Fluent
French
Native or bilingual

Workplace preferences

Can work on-site

Carrières-sous-Poissy (up to 50km), Paris (up to 60km)

Orange Business Services
Genesys Expert within the RUN N3 team at OBS
DIGITAL AND IT
November 2017 - February 2019 (1 year and 4 months)
Paris, France
From November 2017 to September 2018
 Ensure Level 3 support for incidents reported by Orange's various clients.
 Maintain the application scope in operational condition.
 Internal and external communication on production incidents.
 Keep the necessary documentation up-to-date to ensure the operation of the Genesys solution
 Write various operating procedures and installation manuals.
 Supervision of the Genesys solution
 Participate in various production deployments to meet client needs for solution improvement.

From October 2018 to December 2018
 Implement the SMS sending solution with Genesys for one of OBS's clients
 Install the various components
 Establish the acceptance test plan and ensure proper functioning
 Begin implementation of the statistical part
 Write and update various project-related documents

From January 2019 to February 2019
 Participation in the Newton project
 Migration of the Email part of the solution
 Implementation and installation of various deliveries within the project framework (binaries and strategies)
 Establish the acceptance test plan and ensure proper functioning
Malakoff Médéric Humanis
Genesys Expert within the Business Analysis team "Front Office / Internal Client Portals" Information Systems Department
BANKING AND INSURANCE
March 2019 - Today (7 years and 3 months)
Paris, France
 Support the client in their remote sales tools modernization project: replacement of existing telephony tools with Genesys PureCloud.
 Assist and advise various business units on the Genesys PureCloud solution.
 Coordinate the solution deployment in conjunction with the integrator and publisher, and manage change management with users.
 Coordination with the project manager, participation in progress meetings and reporting on the status of ongoing work.
 Write various expressions of need.
 Model and write functional and technical specifications.
 Validate detailed functional specifications.
 Implement and manage the acceptance testing strategy, design test scenarios, and participate in functional acceptance testing.
 Report and track anomalies.
 Ensure knowledge transfer to operators by training them and providing them with the necessary documents for this transfer (Operational Sheet, test plans from acceptance testing, and problem-solving sheets).
 Provide support to operators and business units during the pilot and then generalization phases.
Genesys PureCloud
Bouygues Telecom
: IT Production Engineer within the Flow Management team for the Contact Center service line at Bouygues Telecom
TELECOMMUNICATIONS
January 2011 - October 2015 (4 years and 10 months)
Meudon, France
 Guarantee the Service Operations Quality of the application scope.
 Maintain the application scope in operational condition.
 Internal and external communication on production incidents.
 Supervision of the Genesys solution
 Analyze operational incidents, determine causes and consequences
 Correct anomalies or implement workarounds
 Address requests from IT development and business units
 Perform Reporting
 Support application version upgrade projects
 Participate in GO/NOGO meetings for production deployments
 Support IT development from project launch, write tests and deployment operating procedures, identify post-deployment regression tests to ensure post-deployment QoS maintenance.
 Work with IT development and other business units on production improvement plans.
 Participate in various production deployments, manage anomalies, write instructions and operating procedures
 Participate in VABE and VABF software testing strategy (pre-production deployment).
 Manage and optimize the production infrastructure: monitor volumes, validate configuration changes
 Ensure communication with other teams.
 Participate in the GVP migration project from version 7 to version 8
 Participate in the virtualization project for Bouygues Telecom call centers
 Participate in the redesign project of the media distribution system (eServices).
 Be on call for one week per month.