08/18/2026 updated
JA
100 % available
Contact Center Specialist with Genesys Cloud Expertise
Paris, France
Worldwide
Master's degree in network engineeringAI AgentsLLMCustomer ExperienceCloud EngineeringContact Center ManagementGenesysCloud ConnectCloud ConnectorsTelco Cloud
Genesys Cloud CX & Contact Center Transformation
Senior Genesys Cloud Solution Architect and trusted advisor with 10+ years leading end-to-end contact center transformation for Fortune 500 and SP500/CAC40 enterprises across EMEA, APAC, and the Americas — 50+ large-scale projects delivered internationally. Deep expertise across the full Genesys Cloud CX stack, including Architect flows, IVR, ACD, omnichannel routing (voice, chat, email, SMS, WhatsApp, social), Predictive Engagement, WFM, and Performance Views, with full-lifecycle migration experience (Genesys Engage to Cloud, PureConnect to Cloud, Avaya to Cloud, ACD to Cloud) for environments up to 7,000 agents, delivered with zero-downtime cutover.
AI & GenAI Integration
Recognized authority on Genesys native AI capabilities, including Agent Copilot, AI Studio, AI Summary, AI Guide, Predictive Routing, sentiment analysis, and conversational callbots/chatbots powered by NLU/NLP. Extends this into third-party and hyperscaler AI integration — Azure OpenAI, Azure Cognitive Services, AWS Lambda/Bedrock, and custom LLM/NLU engines — enabling real-time transcription, intent recognition, agent-assist, automated summarization, and generative knowledge-base responses natively or through external AI services.
Systems, CRM & Security Integration
Proven integrator connecting Genesys Cloud with Salesforce Service Cloud, Microsoft Dynamics 365, and ServiceNow, as well as third-party WFM and payroll/HR systems, via APIs and data actions to unify agent and customer data flows. Experienced in secure, compliant deployments, including PCI DSS Level 1 payment tokenization within bot conversations and voice biometrics authentication.
Business & Technical Leadership
Operates as a hybrid presales consultant and hands-on architect, equally comfortable owning the commercial and technical sides of an engagement. Runs the full opportunity lifecycle: presales, business requirements gathering, solution demos, RFP/RFI response, and proposal building (sell and close), through to implementation, migration, go-live, hypercare, and post-golive support.
Audits, Assessments & Enablement
Specialist in structured assessments, including AI maturity audits, CX/Genesys readiness and go-live audits, contact center process mining, and IVR/routing rule audits, translating findings into phased roadmaps, risk-mitigated migration plans, and executive-level business cases with TCO/ROI modeling. Delivers multilingual training and knowledge transfer (English, French, German, Spanish, Arabic) for agents, supervisors, and administrators across global BPO and enterprise environments, applying ITIL, Agile/Scrum, UML, and Merise methodologies throughout.
Experience
Professional experience5 - 10 years
Freelancer since2022
Languages
EnglishNative speakerFrenchNative speakerSpanishBasic knowledge
Project history
Lead technical aspects of Genesys Cloud projects, including design, implementation, testing, and deployment. Conduct project analysis, risk management, and stakeholder presentations.
Managed Genesys Cloud CX Technical Implementation and deployment for multiple BPO clients across various countries. Provided training and documentation for Genesys Cloud CX.
Configured and managed VoIP applications for major clients. Led project deployments, provided support, and developed automation tools using Python.