Houcem Ben Kraiem

As QA & Support Lead within CHRONOPOST's "Robot Factory", I lead the quality and support strategy for next-generation conversational AI solutions (Chatbot/Callbot), deployed across Europe for the Geopost group and La Poste Colissimo.

My expertise covers the complete solution lifecycle, from design to maintenance:

QA Strategy & Functional Acceptance: I define and lead the end-to-end testing strategy using the Agile method. My responsibilities include planning, writing test plans (coverage, criticality), executing non-regression campaigns, and in-depth investigation of anomalies. I guarantee the quality of deliverables through precise reporting and acceptance reports.

Support & Service Management (ITIL): I structured and implemented a comprehensive support offering based on ITIL best practices. This includes the deployment of JIRA Service Management and Confluence tools, the definition of processes (incidents, requests), the management of the support team, and the rigorous monitoring of performance KPIs.

AI & NLP Expertise: I actively contribute to the design of AI solutions (Illuin Dialogue engine), particularly on the implementation of NLP, the optimization of complex conversational paths, and the adjustment of prompts for generative AI.

Knowledge Management: I ensure the capitalization of knowledge by administering the knowledge base on Confluence and writing training materials to guarantee user autonomy and the success of deployments.

Technical environment: JIRA (Xray, Service Management), Confluence, QC ALM 12, Kibana, Google Suite.

As a Senior Consultant, I led the qualification and acceptance strategy for critical IT transformation projects in the Banking and Energy sectors.

Mission at STET (Banking Sector):

In the context of the CORE compensation system redesign and the implementation of Instant Payment, I acted as a Business Analyst Acceptance Consultant.

Business Analyst & Framing: I conducted the collection of business needs, the writing of functional specifications, and the facilitation of workshops to ensure the adequacy of the solution.

Test Strategy: I defined and implemented the complete acceptance strategy to validate the compliance of message processing (SEPA, Instant Payment) and the non-regression of existing services.

Execution & Monitoring: I led the execution of tests, the preparation of complex data sets, and the investigation of anomalies in direct contact with the project and business teams.

Mission at RTE (Energy/Telecom Sector):

I ensured the technical and functional quality of the INFOTEL project, the reference OSS solution for RTE's telecom assets.

Coordination & Management: I coordinated the various teams, developed and monitored the acceptance schedule, and ensured clear reporting of progress.

Interface Tests: I conducted web service tests (with SoapUI) connecting INFOTEL to its satellite applications (INFOREF, AISTEL), ensuring the reliability of transactions.

Change Management: I supported data migration, wrote training materials, and trained regional users on new business processes.

Technical environment: JIRA, Confluence, SoapUI, Clearquest, Unix, Kafka, Cassandra, Kibana.

As Qualification Manager, I led the entire testing activity for the AGI Insurance Healthcare project in Belgium, ensuring the quality and delivery of a complex software solution in the health insurance sector.

My main responsibilities included:

QA Management & Strategy: I structured the quality approach by defining QA processes. I was in charge of developing the test strategy (coverage, criticality, prioritization), estimating workloads, and rigorously monitoring the project schedule. I also managed the identification and monitoring of risks, in permanent coordination with the various teams.

Execution & Acceptance: I supervised the creation of test plans and the execution of manual and automated test campaigns, including non-regression tests. My role included investigating customer anomalies and updating project documentation (specifications, user manuals).

Support & Environment Management: I provided technical and functional support, managing the prioritization and monitoring of tickets in connection with the development teams and customer support. I was also responsible for maintaining the operational condition of the test environments (Unix/Windows) and deploying versions.

Technical environment: JIRA, Testlink, SoapUI, Java, Eclipse, Oracle, JBOSS, Apache, MobaXterm, Linux.