Freelancer profile translated to English.
Back to original languageAbout Ismail
With several years of experience in Genesys Cloud migration, deployment, and optimization projects, I now offer my skills to support companies on targeted, fixed-price assignments.
I am not currently seeking long-term contract roles, but I am available for specific needs such as:
* Auditof existing systems and optimization recommendations
* Consultingon Genesys Cloud architecture and best practices
* Support for migrationto Genesys Cloud
* Integrationwith CRM tools (Salesforce, Dynamics, Zendesk, custom CRM)
* Trainingfor teams (agents, supervisors, administrators, IT teams)
* Feedbackon multichannel projects and customer journey management
* Occasional supportfor call flow design, automation, multichannel integration, etc.
My approach is focused on efficiency and rapid added value: the goal is to enable you to quickly optimize your use of Genesys Cloud, improve customer experience, and make your teams more autonomous.
👉 If you have a specific need or project, do not hesitate to contact me: I would be delighted to bring you my expertise.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- MentatGenesys Cloud Consultant | Pre-Sales EngineerFebruary 2021 - Today (5 years and 4 months)Paris, FranceDuring my time at Mentat, I participated in the migration and deployment of the Genesys Cloud solution for organizations across various sectors: telecommunications, healthcare, education, industry, banking and insurance, and services.These projects allowed me to support clients in their transition to the cloud, ensuring the integration of the Genesys Cloud platform with their existing ecosystems. I handled the complete configuration of Genesys instances, optimization of interaction processing workflows, and the design of fluid and personalized customer journeys.I worked on all communication channels offered by Genesys Cloud: voice, SMS, email, web chat, and social media (Facebook, WhatsApp). I designed and deployed advanced call flows, developed custom automations (bots, scripts, Python batch jobs, etc.), and integrated the solution with various CRM tools—such as Salesforce, Zendesk, Dynamics, or custom CRMs—to automate the opening and updating of customer records, streamline email processing, and optimize campaign management.Beyond the technical aspects, I supported business teams by conducting training sessions and participating in post-deployment support. I also contributed to upskilling internal teams so they could fully leverage the platform.
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Education
- Master in Mathematics applied to engineering, industry, and innovation.Université Paul Sabatier - Toulouse2020
- Bachelor's degree in Mathematics applied to engineering, industry, and innovation.Université Paul Sabatier - Toulouse2018
Certifications
- Genesys Cloud Certified ProfessionalGenesys2025
- Genesys Cloud Architect - SpecialistGenesys2025