Ali Elar

Steering the contact center transformation program for SFR Business, migrating legacy Genesys and Avaya platforms to the Diabolocom CCaaS solution.

• Gathering and analyzing business needs from Customer Relations, Customer Service, and Support teams.

• Defining the migration strategy, roadmap, and project governance.

• Coordinating business, IT, integrator, and publisher teams.

• Designing and configuring AI virtual agents (voicebots and chatbots).

• Defining conversational flows, intents, routing rules, automation scenarios, and knowledge bases.

• Translating business needs into functional solutions and omnichannel customer journeys.

• Steering CRM integrations and data flows to ensure a unified customer view and a seamless experience for advisors.

• Managing testing, acceptance, deployment phases, and change management.

• Monitoring performance indicators and continuously optimizing customer experience and operational performance.

Environment: Diabolocom, Conversational AI, Voicebot, Chatbot, CCaaS, CRM, Omnichannel, Customer Relations, Project Management, Change Management.

Senior Contact Center and Customer Relations Project Manager:

Managing large-scale contact center transformation projects for major clients, from the needs gathering phase to delivery.

Coordinating multi-site deployments of cloud and on-premise solutions (Amazon Connect, Genesys Cloud, Diabolocom).

Steering business analysis and redesigning customer journeys to align technology adoption with customer experience improvement.

Overseeing vendor and stakeholder management, ensuring smooth collaboration between IT, business, and integrator teams.

Delivering measurable results in service quality improvement, operational efficiency, and user adoption.

• Leading customer experience technology expertise: participating in RFP responses by defining target technical architectures, providing strategic technology recommendations, and developing detailed budget estimates.

• Driving digital and omnichannel transformation projects: assisting clients in redefining their IT infrastructure and customer journeys, with a dual objective of operational performance and user experience improvement.

• Active technology watch on customer experience innovations: analyzing market trends (conversational AI, automation, analytics, self-care, cloud contact center), evaluating emerging solutions, and recommending their integration into projects or the Catalyst offer.

• Redefining relational strategies: optimizing multichannel customer journeys, automating communication systems, integrating new channels (voice, digital, self-care) to streamline interactions.

• Participating in the launch of new contact center solution integration activities (CRM & CCaaS): contributing to the strategic roadmap definition, offer positioning, and structuring initial missions around technologies like Salesforce Service Cloud, Amazon Connect, and conversational AI solutions.

• Contributing to business development: actively participating in growth strategy through prospecting and writing high-value commercial proposals.

• Managing and animating technical teams: recruiting, developing skills, and animating the consultant community to foster knowledge sharing and operational excellence.