Marc - Architecte GENESYS

Jun 2015-Aug 2017 – Genesys Tech Lead Consultant – Alten Canada – Montréal, QC, Canada
May’16-Aug’17 – Solution Architect for Genesys eServices at Bell Canada & FCDQ
Mission
Design Genesys eServices accros Fédération des Caisses Desjardins du Québec (FCDQ).
Tasks
- Technical audit of the existing setup
- Solution infrastructure design (balance application on several VMs to meet performance requirements while maintaining high availability through load balancing with Big IP F5)
- Solution application design to have a geographically redundant solution for Genesys Chat, Email, SMS, Co-Browse and WebCallback integration
- Design of Business Continuity plan
- Design of Customer training about the new features and setup
- Recommendation on application setup
Achievements
Genesys eServices (infrastructure, network routes and applications) are now in production and ready to centralize the multimedia projects for all FCDQ line of businesses.
Sep’15-May’16 – Tech Lead for Genesys Advisors – Bell Canada & FCDQ
Mission
Migrate statistical reports to Genesys Advisors.
Tasks
- Technical audit of the existing and the gap to fill
- Business audit of the need and recommendation
- Technical recommendation for sizing and fault tolerance (redundancy)
- Deployment and documentation of the solution
- Training of the support team and of the customers (methodology: train the trainer)
Achievements
Technically, Genesys Advisors has a given number of limitations against Genesys CCPulse+. The challenge was not only to configure Advisors but to lead the customer to see the benefits of Advisors and show them that it is capable to meet their needs.
Jun’15-Sep’15 – Specialist for Genesys SIP – Bell Canada
Mission
Design Genesys SIP Server proof of concept for a Genesys-only call center (no other switches).
Tasks
- SIP protocol knowledge
- SIP Trunk setup with high availability using F5 BigIP load balancing and SBC
- Secured connection through TLS and authentication
- Troubleshooting of SIP errors using Wireshark
- VPN and network quality of service considerations to handle delays and voice echo
- Setup of SIP back-to-back user agent to mitigate trombone routing
- Write technical recommendation for network and Genesys application
Achievements
Several setups have been tested to find the limit of each component and timer to have a solution as resilient and secure as possible. Optimized design has been provided to the project PM.
May 2011-Jun 2015 – Genesys Solution Architect & Team Lead – Altran Est, France
Genesys Architect & Team Tech Lead – Hewlett-Packard & Alcatel-Lucent
Mission
Drive the team that supports the application Genesys for HP for Alcatel-Lucent. (4 call centers spread around the world: Poland, Canada, Brazil and India)
Tasks
- Support the Call center platform running 24/7 for Voice and Email interactions
- Root cause analysis using the 5WHYs methodology for every P1/P2 incidents
- Drive the changes to stabilize and develop the platform
- Develop new features for CTI integration between Genesys (Voice and Emails) and Oracle Siebel
- Develop in-house application for real-time statistics
- Setup Genesys Interactive Insight reports and CCPulse+ reports
- Genesys, network and infrastructure consultant
- Design and write training documents for the support team and for the end-customers
Achievements
The stability of the overall call center service time has increased dramatically from 82% up to 98.5%. Optimizations have been added so that the system is almost outage free thanks to redundancy, load balancers and optimized timers.
Results & Added value
We have now reached a comfortable position where the system is rock-steady and the number of outages has dropped dramatically.
Jul 2006-Apr 2011 – Genesys and Automatic Call Distribution specialist – Osiatis
Missions
Support Alcatel-Lucent call centers for Voice and Email.
Migrate all Call Centers to a centralized environment in Genesys.
Tasks
- Installation and support of Genesys tools:
➢ Voice Routing
➢ Email Routing
➢ Real-Time Statistics (Interaction Concentrator, CCPulse+, Stat Servers DB)
➢ Historical Statistics (Datamart, Infomart)
- Migration of call centers located in India, Brazil, Canada and Ireland to the centralized Genesys platform
➢ Business and Tech Audit
➢ Presentation to the contact center directors
➢ Write the step by step deployment guide
➢ Coordinate the teams for a smooth deployment (network, telephony, servers, VMs…)
- Development and support of CTI applications (Computer Telephony Integration) for CRM application like Siebel or HP Service Manager,
- Development and support of in-house application to display agent balanced scorecards and wallboards
- Support of NICE Recording System v8.9 and NICE Perform
- Support of Alcatel OXE Call Center Distribution module
Achievements
All contact centers have been moved to the centralized Genesys platform, with standardized call routing, agent reports and customer reports. Plus, we have been able to setup a “follow the sun” call flow, that enables to close some call centers overnight, while servicing the customers elsewhere.
Dec 2004-Jun 2006 – Unix Expert – Osiatis
Support of Solaris and Red Hat Linux Enterprise for Alcatel-Lucent Unix servers in Europe (~10 000 workstations and ~200 servers).
Development of Unix Bash scripts and configuration of Samba, NFS, NIS and Sendmail