Freelancer profile translated to English.

Description

Functional consultant specialized in the Genesys Cloud solution, with over 14 years of experience in project management, customer relations, and digital communication, holding dual expertise in Genesys Cloud & Salesforce. As an expert in consulting and AMOA (Assistance to the Project Owner), I support business departments in defining, designing, and implementing customer relationship solutions. With a cross-functional profile, I act as the interface between business and technical teams, manage the formalization of needs, the production of functional deliverables, and user support.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 10km)

NAOS
Senior Business Analyst
FASHION AND COSMETICS
November 2025 - April 2026 (5 months)
• Collection and scoping of business needs on an international scale
• Facilitation of workshops in English and alignment of multi-country stakeholders
• Analysis and modeling of processes and application systems, and definition of the target state and transformation trajectories
• Production of strategic deliverables and presentation to top management
LA BANQUE POSTALE
Change Management Consultant
October 2025 - March 2026 (5 months)
• Contribution to the deployment of the Genesys Cloud solution in a large-scale transformation context
• Change support for users (agents, supervisors) and assistance with adopting the solution
• Production of training materials and user documentation (guides, step-by-step instructions, practical sheets)
• Monitoring of on-site deployment and facilitation of lessons learned (REX) sessions to improve adoption and usage
AG2R
Customer Relationship Technical-Functional Consultant / Genesys Cloud Expert
September 2024 - September 2025 (1 year)
• Contribution to the redesign and optimization of omnichannel flows (telephony, email) and configuration of Genesys Cloud
• Incident and support request management: analysis, diagnosis, and resolution of malfunctions on Genesys Cloud and its integration with Salesforce
• Support for business teams in adopting the solution and production of operational documentation