Seldie Mbongo

- Design, evolution, and optimization of Genesys Cloud callflows; development and configuration of objects (routing, queues, agent scripts, data actions, trunks, CRM integration).

- Co-construction of evolutions with business teams (needs gathering, functional arbitration, translation into technical solutions).

- Testing, production deployment, and post-deployment support.

- Participation in the evolution of associated web services: AWS Redirector, Customer Identification, Customer Satisfaction, Click2Call, ETL processing; implementation of encryption scripts.

- Technical and functional audits of the platform (Genesys Cloud, Verint, batch scripts) and contribution to continuous process improvement.

- Administration, supervision, and reporting of production environments: Grafana, Zabbix, Genesys Cloud dashboards, Verint, Cyberwatch.

- Operation and administration of the Recording solution (Verint).

- L2/L3 Support: resolution of complex incidents, follow-up, and post-deployment support.

- Writing technical and functional documentation; creation of architecture diagrams (call flow diagrams and technical/functional architectures).

Objective: Design and development of a complete automation solution (backup/restore) for Genesys Cloud configurations, based on Terraform (Infrastructure as Code IaC), PowerShell, Genesys CLIs (gc.exe, archy.exe), and REST APIs

- Orchestration of exports/imports by object family (users, roles, flows, integrations…) with dependency management and Terraform post-processing (cleanup, deduplication, variable generation).

- Targeted or complete reconstruction by functional scope, multi-environment (testing, pre-production, production).

- Secure management of credentials and secrets (OAuth) without exposure in sources.

Project: Migration from PureConnect to Genesys Cloud (Arval)

- Design and development of a Python tool for data collection file consistency checks: syntax verification, object existence and compliance via Genesys Cloud APIs, error reporting to the client.

- Mass automation of Genesys Cloud object creation via Terraform.

- Callflow modeling (Visio → Excel → Genesys Datatables).

- Writing technical documentation and associated procedures.

- Participation in scoping meetings, project monitoring, and client needs gathering.

Missions: (Projects and Tasks)

RUN Level 2 & 3 – Genesys Engage

- Analysis, debugging, and handling of client incidents (application, routing, agent desktop, statistics, database, HMI).

- Writing technical and functional documentation (DAT, MEX, flow matrices, test sets).

BUILD – Migration to Cloud Avenue

- Genesys platform upgrade (RH8 / Oracle 19c compatibility): system prerequisites, database, Java, and component upgrade (installation, debugging, testing).

- Participation in site migrations to Cloud Avenue (HNO).

- Writing installation manuals.