09/24/2025 updated
100 % available
CX Consultant, CRM, Cloud Computing, Genesys Cloud, CaaS platforms, VOIP Specialist
Italy
Worldwide
National diploma in Information tech for industryAbout me
CX Consultant, Solution Architect, Business Analyst and Systems Analyst with over 15 years of experience in the strategic enhancement of customer service solutions. Skilled in using Terraform and CX as Code to automate and streamline infrastructure and customer experience processes.
Amazon Web ServicesAmazon S3Automation
A highly accomplished and results-oriented professional offering extensive experience across Solution Architecture, Business Analysis, and Project Management. Proven ability to bridge the gap between business needs and technical solutions, driving successful project delivery and fostering strong stakeholder relationships.
Solution Architecture: Expertise in designing and implementing hybrid cloud architectures, specifically integrating Genesys environments with AWS infrastructure. Proficient in Infrastructure as Code (IaC) practices utilizing Terraform and Azure DevOps to automate deployment and management. Skilled in system integration through API development, webhook implementation, and ETL processes to ensure seamless data flow. Demonstrates a unique ability to translate complex requirements (e.g., "99.99% uptime") into concrete technical solutions (e.g., multi-region deployment and automated backups).
Business Analysis: Proven ability to elicit and document complex business requirements through stakeholder interviews, collaborative workshops, and thorough gap analysis. Utilizes BPMN and UML modeling techniques to visualize and document processes, including escalation workflows. Expert in defining and prioritizing requirements, creating user stories, and ensuring alignment with business objectives. Experience in evaluating Requests for Proposal (RFPs) and Requests for Information (RFIs), conducting gap analyses between requirements and proposed solutions.
Project & Service Management: Adept at translating bid requirements into tangible technical implementations. Strong understanding of project and service management principles, including ITIL v4 processes (Incident, Problem, Change Management). Expertise in knowledge management and ticket automation using platforms such as SharePoint and Zoho. Focuses on optimizing costs and identifying/mitigating contractual risks, including SLA penalties.
Industry Expertise (Insurance): Possesses a deep understanding of core insurance processes, particularly policy renewals. Strong knowledge of compliance requirements, including GDPR and local Belgian regulations.
Stakeholder Management & Leadership: Proven ability to effectively manage stakeholders at all levels, including enterprise clients, technical teams, and vendors. Strong leadership qualities demonstrated through training and mentoring, including onboarding over 50 users on Genesys Cloud.
Tools & Technologies: Genesys Cloud/Engage (Architect, Admin, Workforce Management), AWS (Lambda, S3, RDS, CloudWatch), Salesforce (Service Cloud, CTI), SharePoint, Zoho. Experience leveraging Excel (evaluation matrices), Visio (architectural diagrams), and Word (technical specifications) for bid management and documentation.
Languages
EnglishFluentItalianNative speakerSpanishBasic knowledge
Project history
As a Solution Architect, I lead implementation projects for large enterprise clients in the contact centre domain, with a strong focus on designing scalable, automated, and future-proof customer service solutions. Notably, I architected and delivered the end-to-end contact centre transformation for a leading insurance company, supporting over 2,000 agents. A key differentiator of this project was the strategic adoption of Terraform and Genesys Cloud CX as Code, enabling rapid, repeatable, and version-controlled deployments. By leveraging Visual Studio Code and Azure DevOps pipelines for configuration, we significantly reduced manual effort and accelerated the rollout, eliminating reliance on the Genesys Cloud UI.This DevOps-oriented approach ensured consistency across environments and enabled efficient collaboration within a globally distributed project team.
My new role, involve, everyday contacts with managers of our clients, helping
them with the evolution of the projects implemented and with day-by-day
operation issues. My responsibilities include leading the service desk team and
the operation team, where my technical backgrounds was a plus, for solving
technical issues on various platforms for our major customers (including Banks
and multi utilities). The operation team monitor and manage various applications
including Genesys Cloud, Genesys Engage, SalesForce and AWS cloud for
Technevalue products (4Proodos, Digital-Pegasus). Also, my duty was to
organize and manage corporate applications (Microsoft 365, CRM, Trouble
Ticket system, etc.) and laptops.
them with the evolution of the projects implemented and with day-by-day
operation issues. My responsibilities include leading the service desk team and
the operation team, where my technical backgrounds was a plus, for solving
technical issues on various platforms for our major customers (including Banks
and multi utilities). The operation team monitor and manage various applications
including Genesys Cloud, Genesys Engage, SalesForce and AWS cloud for
Technevalue products (4Proodos, Digital-Pegasus). Also, my duty was to
organize and manage corporate applications (Microsoft 365, CRM, Trouble
Ticket system, etc.) and laptops.
Design of cloud contact centre solutions, based on Genesys components
version 8.x on AWS cloud platform. The end customer pays a rent (product
licenses G-Cloud) for each agent which includes the cost of connectivity,
hardware, software and Genesys licensing. My responsibilities were: Pre-sales
activity dealing with bids, demo and presentations of the solution. Design of
specific solution for our customers.
version 8.x on AWS cloud platform. The end customer pays a rent (product
licenses G-Cloud) for each agent which includes the cost of connectivity,
hardware, software and Genesys licensing. My responsibilities were: Pre-sales
activity dealing with bids, demo and presentations of the solution. Design of
specific solution for our customers.