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Benjamin Castan

Contact Center Consultant

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Benjamin Castan
46 years old
Driving License
Contact me
Professional Status
Employed
Open to opportunities
About Me
Expert in Telecommunications, my professional background allowed me to acquire many technical skills (VoIP, Contact Center, Salesforce, ServiceNow, Unified Communications, Videoconferencing), and to manage many projects and management positions.
Resume created on DoYouBuzz
Experiences

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
  • 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
  • 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
Resume created on DoYouBuzz