Freelancer profile translated to English.

Description

Expert Genesys Cloud Freelance Consultant with over 13 years of experience in large account contact centers (banking, insurance, telecoms, public sector), I support organizations in the design, deployment, and optimization of their omnichannel customer relationship platforms.

I am involved in the entire project cycle: functional scoping, customer journeys, intelligent routing, CRM integration, testing, go-live, support, and business training.

Specializing in Genesys Cloud, I implement solutions focused on operational performance, service quality, and team efficiency: voicebots, chatbots, workflow automation, reporting, and customer relationship management.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational
Greek
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km)

GENESYS
Professional Services Consultant
November 2023 - Today (2 years and 7 months)
• • Scoping and analysis of business needs (performance, productivity, service quality)
• • Implementation of multichannel routing solutions
• • Implementation of intelligent routing solutions such as Natural Language Voicebots, Chatbots, Automated Processing Bots
• • Writing multi-perimeter functional specifications
• • Monitoring of development, qualification, and go-live
• • Facilitating acceptance testing phases (UAT)
• • Training and support for supervisors and users
• • Consulting on optimizing Genesys Cloud management and reporting
AG2R LA MONDIALE
Remote Customer Relationship Management
September 2019 - November 2023 (4 years and 2 months)
• • Management of the Genesys Cloud solution for contact centers
• • Optimization of handling times and customer satisfaction
• • Genesys Cloud / Salesforce integration (data-driven routing, record display)
• • Writing functional and technical specifications for workflows
• • Setting up deferred reporting via SAS VIYA (GDPR included)
• • Coordination of acceptance, pre-production, and production phases
• • Training for business users
ASIP SANTÉ – SI SAMU
Consultant
April 2019 - August 2019 (4 months)
• • Assistance to user acceptance testing teams
• • Writing test cases
• • Testing of CTI infrastructure
• • Analysis and monitoring of infrastructure/application anomalies