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.
