Missions Genesys : De nombreuses offres déposées quotidiennement

Aperçu d'expériences de Marc,
freelance GENESYS habitant le Bas-Rhin (67)

• Solution Architect for Genesys eServices

  at Bell Canada & FCDQ
  Jan 2016 - Jan 2017

  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.

• Tech Lead for Genesys Advisors –

  Bell Canada & FCDQ
  Jan 2015 - Jan 2016

  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.

• Genesys Tech Lead Consultant

  Alten Canada – Montréal, QC, Canada
  Jan 2015 - Jan 2017

• Genesys Solution Architect & Team Lead –

  Altran Est, France
  Jan 2011 - Jan 2015

  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.

• Genesys and Automatic Call Distribution specialist –

  Osiatis
  Jan 2006 - Jan 2011

  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

• Unix Expert –

  Osiatis
  Jan 2004 - Jan 2006

  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