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Cédric GUINE

MONTRÉAL

En résumé

Mes compétences :
SQL
C#
PHP
HTML
Genesys
Microsoft Silverlight
XAML
WPF
Microsoft .NET

Entreprises

  • Paxyl - Customer Experiences Consultant

    2019 - maintenant

  • Cgi - Customer Experiences Consultant - Genesys

    Casablanca 2018 - 2019 Customer : Orange Applications for Business for NewTON

    - Management plan for Genesys applications obsolescence.
    - Integrity analysis and improvements of Chat and Email channels.
    - Management and support of resources for update and new features related to a generic routing solution developed by Orange
    - Writing of documents of implementation of the corrections.

    2500 Agents over multi-sites. More than 150 000 calls / day.
    Genesys 8.5 / IVR / eServices

  • Facilité Informatique - Customer Experiences Consultant - Genesys

    Montreal 2017 - 2019 Customer : Orange Applications for Business for HP Inc

    - Service improvement plans : Architecture analysis and applications patch in order to improve platform stability.
    - New Features deployment : Screen Recording, Post Call Survey
    - Components update : IRWS, Speechminer, Pulse, Gax
    - Disaster recovery plan
    - Level 3 support

    16000 seats over 7 data centers (High availability and Disaster Recovery architecture).
    Genesys 8.5 Multitenancy / IVR / GIR / Speechminer / eServices / SIP

  • Groupe SII - Contact Center Solutions Consultant

    Paris-13E-Arrondissement 2016 - 2017 Customer : GMF (Covea Group)

    - Customer needs analysis and solution offer
    - Project specifications conception
    - Call flow designing
    - Development of a simplified user interface

    Calls routed through 1 collecting site, 11 distribution agency and 700 agents.

    Genesys 8.1 / IVR / Reporting / SIP

  • NextiraOne - Contact Center Solutions Consultant - Genesys

    Rueil-Malmaison 2012 - 2016 Customers : La Poste Courrier, SAMU (AP-HP), PSA, EDF

    Genesys solutions conception and deployement
    - Genesys 7.6, 8.1 and 8.5 installation and upgrade analysis (CIM, Inbound, Outbound, eServices)
    - Business applications linking to Genesys
    - Application development through PSDK to interface external services.
    - BEP solution deployement
    - Customer training

    Training : RRI8/ARD/BRD/COMR8/PSDK/eServices
    Certifications : PSDK, eServices

  • NextiraOne - Apprenti en Electronique et Informatique Industrielle

    Rueil-Malmaison 2009 - 2012 J’ai évolué en tant que développeur C#/ Silverlight /.Net ainsi qu’en tant que chef de projet lors de développement d’applications internes.
    J’ai participé au déploiement d’une nouvelle plateforme intranet SharePoint. Plus particulièrement par la création d’une application permettant de migrer le contenu (Documents et Métadonnées).

  • Oberthur Techonologies - Manutentionnaire

    2009 - 2009 Travail saisonnier en tant que manutentionnaire.

  • Centre électronique de l'armement - Stage en entreprise

    2008 - 2008 Elaboration de bibliothèques de fonctions sur Microcontrôleurs Motorola

Formations

Réseau

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