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Benjamin Castan

Contact Center Consultant

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Benjamin Castan
47 years old
Driving License
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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.
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