Freelancer profile translated to English.
Back to original languageAbout Yassine
With18 years of experience, I work with large groups and integrators to design, manage, and secure complex transformationsaround **customer experience (CX), Cloud**, and managed services.
🚩Over 400 strategic projects managed
- €200 million in investments supported
- Trusted expert in Genesys Cloud, Avaya, Amazon Connect & AWS solutions
- Single point of contact from business strategy to production
🔧 **High-value interventions**:
- Strategic scoping and support for business departments
- Omnichannel architecture & Cloud integration (CCaaS / UCaaS / SaaS)
- Tender responses (RFP/RFQ), bid management & solution design
- Change management, training & team coaching
- CX performance optimization (NPS, CSAT, FCR…)
📌 **Areas of expertise**:
- Contact center modernization
- Customer journey automation (IVR, AI, bots)
- Analytics & AI applied to customer relations (Power BI, Machine Learning)
- Agile delivery of international projects
💬 **Recommended by my clients & peers**:
- "Pioneer capable of designing market-adapted offers." (Sebastien Lopez, Orange Business Services)
- "Available mentor, capable of accelerating team skill development." (Stephan Ouk, IT Platform Manager - BCV)
- "Impressive in his ability to translate client expectations into winning solutions." (Josquin Van der Meulen, Orange Business Services)
📍 Available for:
- Expertise missions or occasional support
- Audits, architecture, major account response strategy
- Full remote or hybrid support
🧭 Need a senior, autonomous, and results-oriented expert?
👉 Let's discuss your challenges and turn your ambitions into success.
French
Native or bilingual
English
Fluent
Arabic
Fluent
Spanish
Basic
Can work on-site
Le Chesnay (up to 30km)
Experience
- NTT DataCustomer Experience Senior Solutions ArchitectCONSULTING AND AUDITSNovember 2019 - Today (6 years and 7 months)La Défense, Puteaux, France
- Strategic management of international tenders (RFP/RFQ), multi-million euro contracts won.
- Design and deployment of Cloud & AI solutions aimed at optimizing customer experience (Genesys Cloud, AWS).
- Agile management and cross-functional collaboration between technical and business teams.
- Optimization and continuous improvement of internal processes.
📌 Expertise:Business Analysis • SaaS • CCaaS • UCaaS • Genesys Cloud • AWS Cloud Practitioner Certified • CRM • AI & Automation • Bid Management • Cloud Computing - Orange Business ServicesPre-Sales EngineerMarch 2016 - October 2019 (3 years and 7 months)Île-de-France, France
- Strategic analysis of client needs, design of tailor-made technical solutions aligned with business objectives.
- Structuring and writing impactful commercial proposals (RFP/RFQ responses), directly contributing to a 40% success rate.
- Solution management: close coordination with technical and sales teams to ensure architectures perfectly suited to client challenges.
- Client support and follow-up, ensuring complete alignment between initial expectations and final delivery.
📌 Key Expertise:Bid Management • Tender Responses • Complex Solution Design (Avaya & Kiamo) • Unified Communications (UC, CCaaS) - Orange Business ServicesExpert EngineerJune 2014 - February 2016 (1 year and 8 months)Los Lagos Region, AR, Chile
- Operational management & complex migrations: efficient management of national and international deployments, ensuring reliability and continuity of critical services.
- Proactive incident management: Level 3 support for Avaya solutions, rapid and effective resolution of major technical crises.
- Infrastructure audits & optimization: conducting detailed technical audits and facilitating workshops to maximize solution performance.
- Continuous improvement of pre-sales processes: technical validation of commercial offers, directly contributing to their competitiveness.
📌 Key Expertise:Technical Leadership, Avaya Solutions (Unified Communications, CCaaS), Technical Audits, Proactive Management of Critical Crises and Incidents
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Education
- Professional Master 2 in Network and Systems EngineeringUniversity of Versailles Saint Quentin, Saint Quentin En Yvelines2007Master 2 Professionnel en Ingénierie des Réseaux et des Systèmes
- Master's Degree in Computer Science, Computer ScienceUniversity of Versailles Saint Quentin, Saint Quentin En Yvelines2006Maîtrise Informatique, Informatique
Certifications
- AWS Certified Cloud PractitionerAmazon Web Services (AWS)2022
- AWS Cloud Quest: Cloud PractitionerAmazon Web Services (AWS)2025