About Me

I'm passionate about innovative technologies, especially in contact center solutions, business intelligence, and app development. I focus on integrating modern solutions and love exploring new ideas to drive business transformation. I have experience supporting project managers, helping improve project results and learning from different perspectives. I'm also committed to sharing knowledge and encouraging collaboration, believing that continuous learning and idea exchange are key to personal and professional growth.

Skills

95

Genesys Solutions

85

Business Intelligence Tools

80

SQL & DBA Tasks

75

ASR / TTS Application Integration, Callbots & Voice Application Development

70

Web Development

60

Virtualization & System Administration

Experience

  • Jul 2023
    -
    Present

    Société Générale

    Senior Genesys Contact Center Consultant

    - RUN & Build activities

    - Provide level 3 support for incidents

    - Managed an automation tool that handles the regular operations (managing permissions for Genesys Contact Centers actors): this tool updates data in Genesys DB (via SDK) from HR data.

    - Managed the migration of approximately 500 virtual queues (VQs) and 2,000 agent positions from one switch to other dedicated switches, ensuring full process follow-up and execution of operations in production.

  • Jan 2023
    -
    Mar 2023

    Boursorama

    Senior Genesys Contact Center Consultant

    - Validation of component compatibility

    - Analysis and validation of solution proposals provided by the integrator

    - Validation of technical documents (study book, functional and technical specifications, test plan, test reports, etc.)

    - Managed Verint functionalities, including Recording and Speech Analytics

  • Sept 2020
    -
    Dec 2022

    Orange Business Services

    Genesys Consultant

    Genesys expert for MVP (Orange mutualized IVR solution based on Genesys Voice Platform)

    - RUN and Build activities

    - Provide level 3 support for incidents

    - Installations, improvements, monitoring, and documentation for Genesys telephony solutions in the following products:

    - Genesys Engage (Framework 8.5, GVP 8.5 and 9.0, Inbound, SIP 8.5, Infomart, GIR)

    - Orange Managed Voice Portal, Nuance ASR/TTS, Voxygen TTS, Telisma ASR, Google TTS/ASR

  • Jul 2017
    -
    May 2020

    OPTIMUS-TELECOM

    Developer & Genesys Consultant

    - Genesys framework 8.x installation and configuration

    - Genesys Routing Strategy

    - Genesys Reporting

    - Genesys Voice Platform (GVP)

    - SAP BI/BO

    - SAP Crystal Reports

    - ESXI - VMware vSphere 6.5 installation and configuration

    - Development of the open-source tool (GLPI) in PHP according to the need, and implementation of the solution

  • Jul 2016
    -
    Sep 2016

    DATAPROTECT

    Developer

    E-learning application with JavaEE

    Design and modeling

    Creating the application scenarios

    Ergonomics of the app (Options, Themes, Menu)

    Security (Authentication)

  • Feb 2015
    -
    Mar 2015

    The NEXT CLIK

    Developer

    Customer Application Management with PHP

    Design and modeling

    Development of graphical interfaces

    Security (Authentication)

Contact

Paris,
France

elborkianass@gmail.com

+33 7 79 38 98 74