Tidiane Cisse

Areas: Call Center, Digital content and Customer Relationship Management

• ▪ End-to-end IT project management for Contact Center and Business Telephony solutions.

• ▪ Cross-functional coordination between business units, IT, support teams, and partners.

• ▪ Management of strategic integrators including Orange Business Services.

• ▪ Securing production deployments and managing critical incidents.

• ▪ Contribution to the platform evolution strategy.

• ▪ Incident and evolution tracking via Jira.

• ▪ Carry the customer's vision and be responsible for defining the product that will bring maximum business value to users within the given time and budget.

• ▪ Also be responsible for the continuous improvement of the product throughout its lifecycle.

• ▪ Manage stakeholder expectations, providing clarity and transparency in priorities and commitments.

• ▪ Prioritize the backlog, define acceptance criteria, and plan and manage product and feature releases.

• ▪ Responsible for managing the entire project lifecycle, from conception to implementation, ensuring successful delivery, on time and according to specified requirements.

• ▪ Ensure the implementation of a governance framework and its adoption by stakeholders.

• ▪ Design, execute, and monitor the IT master plan for Public and Professional Customer Service tools and technologies in Contact Centers and ensure their correct integration with SONATEL's client IT systems.