Freelancer profile translated to English.

Description

With 25 years of experience in contact center solutions, I have a strong understanding of Avaya and Genesys solutions, as well as Odigo and Wordline, acquired during my current assignment. I have a strong learning capacity.

I have extensive technical field experience, having been involved in project management, pre-sales, and consulting in several missions. I have acquired a significant level of expertise in customer relationship (CR) domains and the various phases of project execution (Customer needs formalization, engineering, design, development, integration, and acceptance testing (VABF and VSR)) in AMOA & AMOE, as well as in operational maintenance (MCO) of solutions in Avaya and Genesys environments: Project management, progress monitoring, and technical choices in collaboration with integrators.

Languages

French
Native or bilingual
Italian
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

SNCF
Expert Integrator Engineer - Contact Center Solution
TRANSPORTATION
January 2024 - Today (2 years and 5 months)
Paris, France
Daily technical support for Avaya, Odigo, Wordline, Salesforce CRM, Nice, Advancial Payment System, supervision and statistics, and other applications used in the call center (Incident resolution respecting restoration times).
Operational Maintenance (MCO) execution
▶ Network monitoring via SPECTRUM and IMC supervision tools (100% of urgent alarms in DJS)
▶ Execution of call center integration projects (3 projects per month) + On-call duty for the year (10 in the year, with 100% of tickets opened and 100% of restoration time respected in HDJS).
▶ Administrator of Call Center tools (Telephone campaigns (Inbound and Outbound, ACD, IVR, CTI, CRM)
▶ Administration of service requests by creating/modifying accounts, profiles, traffic groups, routing rules, call campaigns, etc.
Legallais (France)
Expert Integrator Engineer - Genesys Solution
RETAIL (LARGE RETAILERS)
August 2022 - December 2022 (4 months)
Paris, France
Support / Project
▶ Daily technical support for the Genesys solution and other applications used in the call center (Incident resolution).

▶ Migration project for various media (Voice; Email; Chat; Callback and Cobrowse) following the migration of physical servers to virtual servers and the operating system.
Covéa
Expert Engineer - Genesys Solution
BANKING AND INSURANCE
May 2021 - July 2022 (1 year and 2 months)
Paris, France
Support / Project
▶ Daily technical support for the Genesys solution and other applications used in the Covéa group's call center (Incident resolution)

▶ GMF Softphone Project: Migration of a TDM contact center solution to a Full SIP HA architecture, BTIP deployment. Integration of the Customer interface with the Full SIP solution.