Benjamin Castan
Contact Center Consultant
47 years old
Driving License
Professional Status
Employed
Open to opportunities
About Me
With over a decade of professional experience, I am currently Solution Architect, specialized in the design and modernization of customer relationship management (CX) ecosystems. Passionate about aligning business objectives with technological architectures, I am committed to delivering high-performing and agile solutions to meet customers' complex needs.
Solution Architect
Swisscom
Since September 2025
Full-time
Geneva
Switzerland
- Solution Architecture: Design of end-to-end Genesys Cloud CX platforms (Voice, Digital, WEM, AI).
- Migration Strategy: Managing on-premises to cloud (CCaaS) transitions in highly constrained environments (Banking, Luxury, Insurance).
- Ecosystem & Integration: Streamlining workflows with leading CRMs (Salesforce, ServiceNow) and integrations via APIs.
- Governance: Design Authority, compliance with data protection requirements (DPA, GDPR).
Head of Delivery West
Swisscom
April 2024
to August 2025
- Responsible of the ServiceNow and Contact Center delivery for customers in French-speaking Switzerland:
- Responsible of the ServiceNow and Contact Center delivery for customers in French-speaking Switzerland:
- Management of a team of 10 peoplePre-Sales / Sales
- Management of a team of 10 peoplePre-Sales / Sales
Management Consultant
Swisscom
July 2021
to March 2024
- Consultant Omnichannel Contact Center (Genesys, Amazon Connect, Vier, Luware) and third-party solutions (Voicebot, Chatbot, CRM integration)
- Project Management
- Presales
- Architecture
- Postsales
Team Leader
Swisscom
May 2018
to June 2021
- Responsible of the ServiceNow activity for customers in French-speaking Switzerland:
- Management of a team of 7 people
- Pre-Sales / Sales
- ServiceNow Administration
- Administrative management (offers, contracts, invoicing)
- Engagement Manager
- Management of a team of 7 people
Business Process Architect
Swisscom
January 2017
to April 2018
- Management of ServiceNow platform integrations as part of the internal project to replace ITSM tools (Agile methodology)
Project Manager
TOURING CLUB SUISSE
January 2016
to December 2016
Full-time
VERNIER
Switzerland
- Telephony:
- RFP creation for the complete change of telephone systems
- Coordination of the various meetings with the Business (Business Analyse)
- RFP creation for the complete change of telephone systems
- Workload Automation:
- RFP creation for the implementation of a scheduler
- Implementation of a Proof Of Concept
- Release coordination (Salesforce, Boomi, Assys, Windows Scheduler, Crontab, DB2, BI SQL)
- RFP creation for the implementation of a scheduler
- Internet 2.0:
- Digitization of call centers
- Digitization of call centers
- VDI:
- Virtualization of telephony tools for call center agents
- Virtualization of telephony tools for call center agents
- WorkForce Management:
- Invision Cloud integration
- Invision Cloud integration
Application Expert
TOURING CLUB SUISSE
March 2010
to January 2016
Full-time
VERNIER
Switzerland
- Salesforce Administration:
- User Management
- Security management
- Management of DEV, UAT, PREPROD, PROD environments
- Implementation of changes
- Integration with other applications (Genesys, Boomi, Zuora, Chameleon, Aprimo, Assys)
- Old technology
- User Management
- Telephony Administration:
- Architect
- Business Analysis: analysis of business needs, proposal of solutions, main interlocutor of Business
- Change management
- Incident management
- Coordination of requests with the integrator
- Extension of Office telephony and associated services (Voicemail, fax servers)
- Extension of call centers and associated services (WFM, Voice Recorder, CTI, Workitems)
- Integration with CRM (Salesforce)
- Monitoring
- Troubleshooting
- Billing
- Architect
- Administration of Polycom video conferencing systems
- Project management :
- Migration of TDM telephony infrastructures to ToIP
- Virtualization of call centers on Genesys technology
- Technical coordinator of the telephony/CRM coupling project (push concept via Genesys IWD rewarded by the Swissom Business Awards)
- Implementation of a Microsoft Lync infrastructure
- Change of videoconferencing systems and integration with Lync (Polycom solution)
- Implementation of a centralized Digital Signage solution
- Migration of TDM telephony infrastructures to ToIP
Technical Leader
TEFAL GROUPE SEB
February 2004
to February 2010
Full-time
Rumilly
France
- Migration of Alcatel 4400 telephony systems: switch to Nortel 1000 M and 1000 E system (900 IP sets + 300 analog sets)
- PBX administration (Nortel 1000 M, 1000 E) and peripherals (Call Pilot, Symposium, Taxation Cieme)
- Migration of the Centralized Technical Management of the sites on TIL TECHNOLOGIES equipment (1000 alarms reported to the various technical services via supervision/SMS/telephone calls, 100 access controls, 10 intrusion panels, remote control of heating, air conditioning, compressors, etc.)
Project management, maintenance, programming, follow-up of extensions.
Integration with third-party systems via Modbus, OPC protocols - Installation of an IP video surveillance system on the site (80 Axis IP cameras). Project management, system administration, monitoring of extensions
- Monitoring of computer cabling extensions on site (copper and fiber optics)
- Subcontractors Manager
- Responsible for a team of 3 people
Telephony Engineer
SPIE COMMUNICATIONS
November 2002
to January 2004
Full-time
Annecy
France
- PBX Configuration
Monitoring Technician
SISCOM
August 1998
to 1999
Lyon
France
- Subcontracting for France Telecom Transpac: supervision of specialized links.
-
French: mother tongue
Expert
-
English
Advanced
-
German
Notions
- TCP/IP, WAN, Switch
- Genesys
- Amazon Connect
- Alcatel/Nortel/Avaya
- Spitch
- Vier
- Webservices
- Best Practices
- ServiceNow
- Salesforce
Genesys installation
Genesys Cloud Configuration
Genesys Cloud Reporting
Genesys Cloud Certified
Genesys Cloud Configuration
Genesys Cloud Reporting
Genesys Cloud Certified
Certifications
Certificate of Advanced Studies (CAS), Digital Transformation and Customer Solutions Haute école de gestion Fribourg (HEG-FR)
Mai 2025
