Ismail ZNIBER

During this assignment, I contributed to the migration of a legacy Genesys Engage customer contact solution to Genesys Cloud, deployed across multiple regions including Mainland France, French overseas territories (DROMs), and Africa. This migration involved the redesign and implementation of all customer interaction channels, including voice, outbound campaigns, and digital channels (webchat and social media), as well as the full back-office processing flows, with the objective of unifying customer request handling and interaction routing across all regions. Throughout the project, I also led and facilitated multiple presentation and knowledge-sharing sessions with business stakeholders, focusing on Genesys Cloud new features, platform capabilities, and product roadmap. These sessions aimed to help teams stay continuously up to date and to optimize interaction distribution and routing strategies over time. In parallel, I worked on the integration of AI solutions, leveraging both native Genesys AI components and custom in-house LLM-based solutions, to enhance automation, customer experience, and operational efficiency. Additionally, I designed and implemented several AWS-based processes, fully infrastructure-as-code driven using Terraform, to address specific business requirements not natively supported by Genesys Cloud.

During my experience at Mentat, I was involved in the migration and deployment of the Genesys Cloud solution for organizations across a variety of sectors, including telecommunications, healthcare, education, manufacturing, banking, insurance, and services. These projects allowed me to support clients in their transition to the cloud by integrating the Genesys Cloud platform into their existing ecosystems. I was responsible for the full configuration of Genesys instances, optimizing interaction handling processes, and designing smooth, personalized customer journeys. I worked across all communication channels offered by Genesys Cloud: voice, SMS, email, web chat, and social media (Facebook, WhatsApp). I designed and deployed advanced call flows, developed custom automations (bots, scripts, Python batches, etc.), and integrated the solution with various CRM tools — such as Salesforce, Zendesk, Dynamics, or proprietary systems — to automate case creation and updates, streamline email handling, and optimize campaign management. Beyond the technical aspects, I also supported business teams by delivering training sessions and assisting with post-deployment support. I contributed to upskilling internal teams to help them make the most of the platform’s capabilities.

During my assignment at Orange Business, I worked on the deployment and industrialization of Genesys Cloud solutions for multiple clients simultaneously, covering both French public and private sector organizations as well as large international enterprises. On the French market, I supported clients such as CMA(Chambres de Métiers et de l’Artisanat), deploying Genesys Cloud across multiple departments and regions. In parallel, I contributed to international deployments with global coverage, including large-scale environments of more than 5,000 agents worldwide, such as for Roche, operating across multiple countries and time zones. I intervened as a Genesys Cloud expert, supporting clients through: • Weekly expert workshops and governance meetings • Technical and functional audits of existing contact center solutions • Root-cause analysis and resolution of complex issues • Optimization of customer interaction routing, performance, and customer experience My role also included advising clients on best practices, platform capabilities, and architectural choices, helping them scale, secure, and optimize their customer relationship solutions while aligning technical implementations with business objectives.