Freelancer profile translated to English.

Description

I support companies in their customer relationship transformation projects, with a strong specialization in contact center solutions (CCaaS): choice assistance, migration, scoping, and usage optimization.

With over 15 years of experience in the contact center ecosystem, I work with both business management and IT teams to secure strategic decisions and transform technical challenges into concrete operational levers.

I have recently assisted several organizations in their tender and contact center solution selection processes: needs definition, RFP structuring, publisher/integrator response analysis, demonstration organization, and decision support. My goal is to provide an independent, pragmatic vision aligned with operational realities.

My approach is based on dual expertise:

• In-depth understanding of customer relationship business challenges

• Mastery of market CCaaS architectures and solutions (Genesys, NICE, Talkdesk, Salesforce, etc.)

My objective: to help my clients make the right decisions quickly, avoid costly mistakes, and build an effective, realistic, and sustainable customer experience.

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Ovalo CX
Technical Director and Senior CCaaS&CRM Consultant
SOFTWARE PUBLISHING
July 2024 - Today (1 year and 11 months)
Paris, France
At OVALO, my responsibilities are multiple:

▷ PRE-SALES:
Writing tender responses;
Analyzing and preparing demos;
Participating in presentations.
▷ DELIVERY & CSM MANAGER:
Managing the Contact Center Service Center (Genesys, Nice, Talkdesk), monitoring services (management and billing), and service quality in production;
Solution expertise, occasional development;
Facilitating client steering committees.
▷ CONSULTING, PROJECT MANAGEMENT (AGILE & V-CYCLE) & CX EXPERTISE SERVICES:
Needs analysis and scoping;
Managing selection assistance projects in Banking and Insurance sectors; Managing 'Waterfall / V-Cycle' and 'Agile' projects (PO, Scrum Master);
Occasional development on Genesys Cloud, Nice CXone, Talkdesk, Diabolocom, Amazon Connect.
▷ MANAGEMENT:
Responsible for a team of 25 Contact Center and CRM experts serving about ten of our clients;
Career development tracking;
Organizing and conducting training;
Recruitment.
▷ RESEARCH & DEVELOPMENT:
Managing all R&D topics;
Presentations and demos to our clients and prospects.
Ovalo CX
Delivery and R&D Manager
SOFTWARE PUBLISHING
June 2021 - August 2024 (3 years and 2 months)
Paris, France
As Manager and Head of Delivery and R&D:
I oversee Ovalo's various Contact Center and CRM services;
I manage the Contact Center Service Center and associated product developments;
As an integrator, I also participate in pre-sales for building our offers.
AG2R LA MONDIALE
Contact Center Service Center Manager and PO
January 2020 - June 2021 (1 year and 5 months)
Châtillon, France
On assignment, I act as TAM, Product Owner, and project manager within the Contact Center IT department. My objectives are multiple:
• • Manage CGI's integrator service (4 FTEs) for AVAYA and Genesys Cloud developments;
• • Act as Product Owner to prioritize and manage the implementation of all items (evolutions and fixes) requested by the business for the AG2RLM IVRs;
• • Manage the project to implement a semantic analysis solution to classify customer emails and distribute them to the correct recipients;