Freelancer profile translated to English.
Back to original languageAbout Romain
15 years of experience in collaboration, unified communications, and contact center. Both in pre-sales and post-sales, where I have developed in-depth expertise in Cisco, Avaya, and Microsoft collaboration architectures and solutions, enterprise networks, as well as Cloud solutions and platforms.
I offer my services as:
# Project Manager / Product Owner
# Architect / Pre-sales
For cross-functional IT / Telecom projects or more specifically in the areas of:
# Contact Center / CX
# Collaboration / Unified Communications
French
Native or bilingual
English
Fluent
Can work on-site
Paris 20e Arrondissement (up to 50km)
Experience
- Société GénéraleProduct Owner / Project Manager - Digital WorkplaceBANKING AND INSURANCESeptember 2019 - Today (6 years and 9 months)Val de FontenayGTS brings together all the IT infrastructure resources of Société Générale and its subsidiaries.• Product Owner of a Cisco / Verint contact center platform.• Migration of an on-premises customer interaction solution (Cisco UCCE + Verint) to a new Cloud contact center (Odigo).• Management of the migration of Cisco telephony (CUCM) to a Microsoft Skype collaboration solution.• Tender for the dematerialization of the group's Fax services.• Cross-functional project manager on numerous business projects, with a scope of enterprise infrastructure and network services.
- OVHProject Director / Senior Consultant – Multichannel Customer Service SolutionTELECOMMUNICATIONSNovember 2018 - July 2019 (8 months)Région de Paris, FranceConsulting in omnichannel customer journey transformation, supporting the digitalization strategy of the customer experience to transform it towards modern standards, with the objective of providing a high-quality customer experience.• Management of the migration of OVH World's traditional telephone networks (15 countries) to a SIP Trunk solution.• Management of the migration of regional "home made" contact centers to a single centralized solution, Cisco UCCE (Call Center, LiveChat, Chatbot) and NICE (Communication Recording).• Participation in Tenders/RFPs for the selection of a CSM (customer service management) solution.
- Optus - SingTelTeam leader - Contact Center COETELECOMMUNICATIONSJuly 2014 - January 2018 (3 years and 6 months)Région de Sydney, AustralieImplementation of collaboration and contact center solutions, mainly Cisco, Avaya, and Verint (APAC Region).• Management of a team of 4 people. Define KPIs and lead performance reviews.• Participate in various internal strategic projects. Create and lead innovation management, skills, and knowledge development programs.• Respond to commercial proposals. Understand customer needs, translate them into technical solutions and costing.• Technical project manager on large implementation projects. Lead experts and supervise implementation.
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Education
- Exchange ProgramUniversité de Montréal - Ecole polytechnique de Montréal2007Montreal (Canada) - Réseaux informatiques, Multimédia et Architecture Logiciel.
- Telecom EngineerISPG2007Institut Scientifique et Polytechnique Galilée (France). - Télécommunications, réseaux informatiques, téléphonie mobile, développement logiciel.
Certifications
- Cisco CCNP CollaborationCisco2020
- Cisco Unified Contact Center Enterprise SpecialistCisco2010