Freelancer profile translated to English.

Description

Senior Telephony & Customer Services Consultant – Expert VoIP, Call Centers & CRM

With over 10 years of experience in business telephony, VoIP, and Cloud Call Center solutions, I support companies, insurance brokers, call centers, and IT service providers in optimizing, integrating, and maintaining their telephony platforms.

I am involved in projects, advanced support, and coaching business teams to ensure impeccable service quality.

1) My expertise:

VoIP / IPBX Integration & Administration: Asterisk, 3CX, FreePBX, GoAutoDial, VocalCOM Hermes

Cloud Call Center Platform Deployment & Optimization

CRM Administration: HubSpot, vTiger, Cloud Call Center CRM

Complex Incident Analysis and Resolution (L1 → L3)

Procedure Creation, Technical and Security Audits

Supervision & Monitoring: Zabbix, PRTG, Nagios

Virtualization & Servers: Linux, Windows Server, Hyper-V

Change Management & Advisor Training

2) What I bring to your teams:

A clear communication between business teams, IT, and management

A rapid improvement in service quality

An immediate reduction in user pain points

Solid expertise to make your platforms reliable

Complete support: analysis, optimization, support, training

3) Types of missions sought:

Implementation or migration of telephony solutions

Optimization and supervision of VoIP infrastructures

L2 / L3 Technical Support & Systems Administration

CRM + Telephony Integration Projects

Technical Audit & Continuous Improvement

Technical assistance for call centers & insurance brokers

Available remotely, on-site in Île-de-France, or for travel depending on the project.

I am reactive, autonomous, results-oriented, and accustomed to working in critical environments where telephone availability is essential.

Industry field of expertise

Languages

French
Native or bilingual
Arabic
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km), Lyon (up to 50km), Montpellier (up to 10km), Nantes (up to 50km)

My Solution Information Technology France
Project Manager Solutions Telephony & Customer Services CRM
BANKING AND INSURANCE
January 2020 - Today (6 years and 5 months)
Paris, France
Mission:
Management, administration, and optimization of VoIP and cloud telephony platforms
(IPBX, SIP Trunk), coordination of technical and business teams, and user support
in adopting communication solutions.

Responsibilities:

Management of VoIP and ToIP solution deployment projects.
Supervision and optimization of VoIP service quality
Training, support, and change management for customer advisors.
Design and evolution of the IPBX telecom architecture (Asterisk, 3CX)
Identification and resolution of technical and functional pain points.
Leading steering committees and technical committees (COPIL / COTECH) within the framework
of VoIP and business telephony solution deployment and evolution projects
Conducting technical audits and providing continuous improvement recommendations.
Analysis and optimization of VoIP communication quality (latency, jitter, packet loss).
Close collaboration with internal teams (IT, business, support) to ensure solution
consistency with operational needs.
Diagnosis and resolution of Level 3 VoIP incidents (SIP / RTP / network)
Administration and optimization of connected VoIP and CRM platforms (VocalCom, 3CX,
GoAutoDial, Asterisk, FreePBX, Ringover).
Analysis of operator invoices, cost optimization, and consumption management
Management of telephony evolution projects (renewal, migration, optimization).
Technical environment: Hubspot, IPBX (Asterisk, 3CX, FreePBX, GoAutoDial) VoIP, ToIP, SIP,
RTP, SBC, CentOS 7, ITIL, VoIP QoS (DSCP), PRTG, Zabbix, Nagios, ServiceNow
Project Management TOIP IP Telephony (ToIP) SIP Trunk RTP
YOOTHIT
Project Manager Solutions Telephony & Cloud Call Center CRM
BANKING AND INSURANCE
January 2016 - December 2019 (3 years and 11 months)
Paris, France
Mission:
Project Manager responsible for optimizing cloud telephony and Cloud Call Center CRM solutions for offshore call center clients and insurance brokers in France.
Interface between business teams, technical teams, and users to ensure adoption, performance, and service quality of the proposed cloud contact center solutions.
Achievements:

Management of IP telephony and contact center solution deployment projects.
Design and integration of VoIP architectures based on IPBX
Interconnection with operators via SIP Trunk
Administration and optimization of VoIP platforms (Asterisk, 3CX, Vocalcom)
Supervision and management of a team of 5 people in Level 1 and 2 support.
Interface with internal and external teams for the deployment and evolution of
cloud solutions.
User support, L3 incident diagnosis, pain point resolution, and change management.
User awareness and training on telephony and CRM tools, with monitoring of satisfaction and pain points.
Ensuring and leading strategic meetings between technical and commercial teams
Contribution to continuous improvement through analysis of indicators, feedback, and proposal of innovative solutions.
Integration of telephony solutions tailored to business needs.
Supervision and reporting of support activity
Management of complex network and VoIP incidents
Technical environment: VoIP, SIP, RTP, IPBX, SIP Trunk
VMWARE Asterisk VoIP SIP IP Telephony (ToIP)
UnitedContact
Systems & Network Administrator
BANKING AND INSURANCE
January 2015 - December 2016 (1 year and 11 months)
Tunis, Tunisia
Mission: Supporting customer advisors in adopting telephony solutions (VocalCOM, Cloud VoIP), with proactive resolution of pain points, optimization of service quality, and continuous improvement of user experience.

Achievements:
Deployment and administration of Hermes (VocalCOM) and Cloud VoIP solutions for call centers, with service quality optimization.
Interface with business and technical teams to ensure integration and adoption of telephony tools.
Management of complex incidents, implementation of security procedures, and gap analysis.
User support and implementation of a centralized ticketing solution to improve responsiveness.

Administration of Windows Server and Linux CentOS server systems
Enterprise network administration (LAN/WAN)

Environment: Oracle Solaris, VocalCOM (Hermes), CentOS Cloud Control, LAN/WAN, Firewall
Windows Server Vocalcom System Administration Network Administration Technical Support