Florian Cabalion

- Lead of cross-functional deployment projects combining task & voice distribution solutions (Genesys Engage), interfacing with voicebots & AI solutions (Allomedia, Watson Assistant), integration with existing CRMs (Salesforce and internal CRMs), use of web-messaging (Genesys Cloud), Visual IVR (Dialonce), Deaf and hard of hearing function (Rogervoice)

- Brands impacted: GMF, MAAF, MMA, Covea PJ

- Objective: Implement a common CTI platform for all brands to optimize and rationalize performance, monitoring, and integration of third-party and internal tools

- Weekly budget management for each project: 3000 person-days managed/year across 5 distinct projects (infrastructure costs, hardware, software licenses, internal and external person-days)

- Establishment and management of the capacity of the teams involved

- Application of combined Agile / V-Cycle methodologies

- Contribution to the contractualization of software with third-party partners

- Contribution to the GDPR compliance and compatibility of tools

- Lead of each project phase: opportunity and feasibility study, scoping, analysis and design, development, testing, deployment, VSR, change management support, Run

- Organization and facilitation of Steering Committees, Project Committees, Steering Committees, Weekly meetings

- Reporting and dashboard setup

- Role of guarantor with the business/sponsor/IT department for the proper use of the project budget, the compliance of delivered content with business needs and IT requirements, and adherence to milestones

- Technical and functional scoping in conjunction with each involved BA & project manager

- Lead of technical and functional testing and acceptance phases

- Validation of delivered functionalities in coordination with the integrator and Solocal's internal developers

- Monitoring of the business backlog and updating JIRA tickets

- Deployment to 700 users (France, Morocco, Mauritius) in a Covid / VSR context

- Co-management of level 1-2 support

Management of a team of 11 people managing shared services for EMEA PVCP internal & external Contact Centers (Sales Tourism & Customer Contact Centers Division)

- Management and execution of IT projects aimed at improving the agility and performance of sales teams

- Design, development, and maintenance of tools and processes for all call centers

- Evaluation of call center performance

- Budget management

- Commercial negotiation with partners and contract management

- Consideration of legal and regulatory obligations, GDPR, CNIL, and Works council

Project Department

- Lead of the migration from Diabolocom to Genesys Purecloud for calls, reports, statistics, wallboards, and recording

- Implementation of Quality Monitoring, Chat, Email, Outbound Call Campaigns, and Analytics Solutions

- Regular audits on omnichannel issues

- Workshops with agents/supervisors/quality managers and optimization of user experience

- Project-based management: needs assessment, costing and prioritization, writing functional specifications, configuration, testing, deployment, training, change management support, and run, cost/time/quality

- Project management in Agile, V-Cycle, Iterative modes depending on the scope

- Release, Browser, and Knowledge Management

- User administration

- Solution support

Training Department

- User training on products and tools, training, and coaching

- Consideration of individual creative sensitivity

- UX-UI expertise and creation of E-Learning materials: motion design, digital and print visuals, photo and video capture, audio and video editing, content creation, and scriptwriting

- Research and design of mobile coaching and training tools

- Change management and quality control

- Monitoring of agent and customer journeys, support, and skill development