Jérémie D'Assaro

- Management of RUN activities and business evolutions

- Ensure operational continuity and coordinate functional evolution requests in line with business needs.

- International deployment of NICE CallFlow

- Planning, coordination, and execution of deployments in several countries, in collaboration with local teams.

- Design of advanced routing strategies

- Development of complex routing logic to improve technical performance and operational efficiency.

- Technical support and deployment assistance

- Monitoring installations to ensure optimal configuration, compliant with technical standards and user expectations.

- Level 3 Incident Management

- Handling of critical incidents, in-depth diagnosis, and resolution of anomalies affecting the solution.

- Change Management

- Oversight of modifications made to the solution: rigorous documentation, clear communication with stakeholders, and post-deployment monitoring.

Achievements:

- User Needs Analysis: Conducted in-depth analyses to identify the expectations, pain points, and specific needs of each client within the scope of Genesys Cloud deployment projects.

- Facilitation of workshops with stakeholders: Organized and led scoping and functional validation meetings with Business departments, end-clients, and pre-sales teams to ensure a common understanding of requirements.

- Drafting of functional and technical deliverables: Developed key documents including detailed functional specifications, technical specifications, user guides, and training materials.

- Genesys Cloud Solution Deployment: Managed the implementation of the solution for various clients, ensuring deployment aligned with expressed needs and quality standards.

- Design of advanced routing strategies: Defined and configured complex routing plans (ACD, priority queues, dynamic schedules, etc.) to optimize customer journeys and improve operational performance.

- Technical deployment monitoring: Supervised the installation and configuration phase of the solution; coordinated with technical teams to ensure smooth integration into the client's ecosystem.

- Incident management and technical support: Handled production anomalies and incidents; provided expert-level support to ensure service continuity.

- Pre-sales support and client demonstrations: Participated in pre-sales phases alongside sales teams: prepared customized demonstrations, supported presentations, and provided product arguments.

- Change management: Oversaw functional and technical evolutions: documented changes, communicated with stakeholders, and managed organizational impacts.

- User Needs Gathering and Analysis: Led workshops with business units to identify pain points, formalize functional expectations, prioritize requests, and populate the product backlog.

- Genesys Cloud Backlog Management: Wrote user stories, prioritized requests based on business value, facilitated agile rituals (daily stand-ups, sprint planning, reviews, retrospectives), and monitored deliveries.

- Callflow Development in Architect: Designed, created, and evolved complex callflows, integrating routing logic, IVR menus, transfers, contextual messages, etc.

- Feasibility Study and Planning: Analyzed the impact of technical evolutions, estimated necessary resources (human, technical, financial), and coordinated design to production phases.

- Technological Watch and Genesys Cloud Evolution Monitoring: Tracked platform updates, identified high-value features, and proposed innovative experiments (bots, AI, predictive routing, analytics, etc.).

- Project Management and Committee Facilitation: Cross-functional coordination of stakeholders (business, IT, partners), facilitation of steering committees, monitoring performance indicators, and reporting to decision-making bodies.

- Indicator Monitoring and Reporting: Produced dashboards (usage KPIs, journey performance, service quality), analyzed results, and provided optimization recommendations.

- Level 3 Genesys Cloud Incident Management: Analyzed critical incidents, coordinated with internal technical teams and Genesys support teams to ensure rapid resolution.

- Cross-functional Coordination with IT Departments (Engie): Close collaboration with internal technical teams to ensure service continuity, interoperability with advisor tools, and integration of third-party systems (CRM, IVR, etc.).