Genesys Specialist
BNP Paribas Fortis for DimensionData S.p.A.
Keywords
VoIP
Genesys
Telecommunications
Business Processes
Call Centers
Finance
Systems Analysis
Reengineering
User Assistance
Skills
I work as a project manager, and senior business analyst or systems analyst for the development from scratch or re-engineering contact centre and PBX on behalf of leading companies in the finance sector, multi-utilities and telco. I have greatly worked in various migration project from onsite to cloud. As CTO I have acquired the knowledge to integrate various business processes of different business units in a company. But, I have, also, acquired specifics competences regarding Service Desk and Operations.
I have high level of competence on VOIP, Genesys Engage and Genesys Cloud.
I'm enriching my expertise in the area of AWS and Saleforce.
I have high level of competence on VOIP, Genesys Engage and Genesys Cloud.
I'm enriching my expertise in the area of AWS and Saleforce.
Project history
01/2011
-
09/2023
Design and subsequent installation and configuration of various Genesys
components. The goal of the project was the introduction of components for
high availability and migrating from version 7.1 to version 7.6.
components. The goal of the project was the introduction of components for
high availability and migrating from version 7.1 to version 7.6.
01/2010
-
09/2023
Genesys Specialist
Lutech S.p.A.
Design of the architectural solution for the technological evolution of the platform
for the customer centre of an Italian multi-utility company. Installation and
configuration of the solution designed with the introduction of GVP; Application
Development of self service application.
for the customer centre of an Italian multi-utility company. Installation and
configuration of the solution designed with the introduction of GVP; Application
Development of self service application.
01/1996
-
09/2023
Developer
Citibank NA
Responsibilities include working with the Italian branch for developing a system
for the automation of the regulatory reporting to Bank of Italy.
for the automation of the regulatory reporting to Bank of Italy.
01/2022
-
09/2023
Vice President Customer Success & Corporate Systems Practice
Technevalue GmbH
(Internet and Information Technology, 10-50 employees)
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.
01/2012
-
09/2023
Solution Designer, Pre-Sales Engineering
G-Cloud, ProtoCall One
(Internet and Information Technology, 50-250 employees)
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.
01/2020
-
01/2022
Vice President Customer Management & Large Accounts Practice
Technevalue GmbH
I continued to work as responsible of implementation projects for large accounts
within Genesys Engage and Genesys Cloud and with the integration of
SalesForce and TechneValue products (4Proodos, Digital-Pegasus). I lead, also
Salesforce innovative projects for the digital transformation of some SMB
company. A special project was to setup and organize the first Service Desk of
Technevalue arranging the trouble ticket tools, organized the team, structured
the knowledge base, and defined the process for handling service request and
incident based on the best ITIL practices.
within Genesys Engage and Genesys Cloud and with the integration of
SalesForce and TechneValue products (4Proodos, Digital-Pegasus). I lead, also
Salesforce innovative projects for the digital transformation of some SMB
company. A special project was to setup and organize the first Service Desk of
Technevalue arranging the trouble ticket tools, organized the team, structured
the knowledge base, and defined the process for handling service request and
incident based on the best ITIL practices.
01/2016
-
01/2020
Chief Technology Officer (CTO)
Technevalue GmbH
In this role I have been leading several teams working on various projects. The
Professional service team of Technevalue was growing from 3 till 16 employees,
the company globally grew from 12 till 30 personnel. I lead projects still running
on the old legacy Genesys Engage and some of migration from the old Genesys
Engage to the new Genesys Cloud, planning all different steps of migration and
Page 1 of 4
addressing all different technology issues for the adoption of the new cloud
technology with several customers (Banks, Telco and multi-utility company).
Professional service team of Technevalue was growing from 3 till 16 employees,
the company globally grew from 12 till 30 personnel. I lead projects still running
on the old legacy Genesys Engage and some of migration from the old Genesys
Engage to the new Genesys Cloud, planning all different steps of migration and
Page 1 of 4
addressing all different technology issues for the adoption of the new cloud
technology with several customers (Banks, Telco and multi-utility company).
09/2014
-
05/2016
Genesys Voip Specialist
BNP Paribas Fortis for DimensionData S.p.A
Prepare design specification as per customer requirement and provide
enterprise solutions for the architecture of Genesys Sip-Server and Genesys
Voice Portal with high availability and business continuity. Peculiarity of this
project was the implementation of typical PBX functionality using Genesys Sip-
Server. I have performed the installation, configuration and troubleshoot for all
Genesys components and relative integrations.
enterprise solutions for the architecture of Genesys Sip-Server and Genesys
Voice Portal with high availability and business continuity. Peculiarity of this
project was the implementation of typical PBX functionality using Genesys Sip-
Server. I have performed the installation, configuration and troubleshoot for all
Genesys components and relative integrations.
01/2013
-
09/2015
Genesys Specialist
Lutech S.p.A.
Design, installation and configuration of various Genesys components version
8.1.x for the helpdesk and the Customer Centre of a multi utility company
(http://www.heracomm.com). Genesys Multi-site solution and support for
business continuity.
8.1.x for the helpdesk and the Customer Centre of a multi utility company
(http://www.heracomm.com). Genesys Multi-site solution and support for
business continuity.
01/2002
-
01/2010
Genesys Specialist (Business Analyst/ System Analist / Technical leader)
Vodafone
Design, implementation and maintenance evolution of the routing solution for
the business and consumer customer service. I was involved with different roles
starting as System Analyst for few years, moving to the role of Business Analyst
and in the last 2 years assumed the role of Technical leader. Leading an
international team of developers in Italy and in India.
the business and consumer customer service. I was involved with different roles
starting as System Analyst for few years, moving to the role of Business Analyst
and in the last 2 years assumed the role of Technical leader. Leading an
international team of developers in Italy and in India.
01/1999
-
12/2001
Professional Service Consultant
Genesys
Responsibilities include working with all Italian customers for advising them for
the selection of specific software of the Genesys suite and helping them in the
design and integration of the Genesys software in their call center system.
System design and Integration of CTI solution with intelligent network (Service
Control Point, SS7). Major customers: Telecom Italia and other Telcos, Poste
Italiane (banking).
the selection of specific software of the Genesys suite and helping them in the
design and integration of the Genesys software in their call center system.
System design and Integration of CTI solution with intelligent network (Service
Control Point, SS7). Major customers: Telecom Italia and other Telcos, Poste
Italiane (banking).
01/1994
-
12/1995
Senior Analyst/system Administrator
Datapoint Italia S.p.a.
Responsibilities include working with the clients of Datapoint, typically major
Italian organisations, to design, develop and integrate their existing business
Information systems with advanced CTI technology and techniques to create
systems to support new products and services, telephone banking being one
example.
Italian organisations, to design, develop and integrate their existing business
Information systems with advanced CTI technology and techniques to create
systems to support new products and services, telephone banking being one
example.
Certifications
Local Availability
Open to travel worldwide
