Laurent Millan

Experience

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  NextiraOne (NXO France)

  Sept 2005 - Dec 2013

  Responsable des études de projets d'intégration de Centre de Contact et de Communications Unifiées Cisco associées à un environnement complet de solutions liées à la téléphonie d'entreprise. • Architecte solution : garant de la cohérence technique et de l'évolutivité des écosystèmes intégrés • Collecte du besoin client, rédaction et validation de spécifications fonctionnelles • Rédaction et validation de spécifications techniques des solutions intégrées Architecture, spécification et intégration de solutions de centre de contact Cisco. • Rédaction de spécifications fonctionnelles intégrant les contraintes métier • Rédaction des spécifications techniques • Intégration de solutions complexes • Développements spécifiques de rapports statistiques, d'applications de gestion de routage et de calendriers • Formation des agents, superviseurs et administrateurs Participation à l'intégration de solutions de centre de contact Genesys. • Participation aux réunions de définition du besoin • Participation à l'intégration de solutions de centre de contact Genesys • Développement de connecteurs et d'applications

  • Architecte Solutions CC & UC

    Dec 2011 - Dec 2013

  • Architecte Centre de Contact

    Sept 2008 - Nov 2011

  • Ingénieur - Apprentissage

    Sept 2005 - Sept 2008
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  Interactive Intelligence

  Jan 2014 - Dec 2016

  Solutions Engineer

  As a Solutions Engineer I'm working on pre-sales cycle building projects to redesign customers' contact center, customer engagement, collaboration and business process automation leveraging Cloud and On-Premises solutions developed by Interactive Intelligence. - Solution selling : Understanding customer's issues and needs, identifying, advising and presenting the best suited solution demonstrating its value (Formal presentations, functional demos, etc.) - Solution Design : Technical and functional architecture design. - RFI / RFP offers : Writing RFI / RFP answers, technical design, bid defense lead. - Conception of business-oriented demos : Design customized business-oriented scenarios and technical configuration. Custom development if required (C#, JS, NodeJS, API REST, HTML, JS, etc.) - Partner support : Technical support (architecture, features, configuration, integration and custom development possibilities), support for RFI / RFP. Show less

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  Genesys

  Jan 2017 - Apr 2019

  Senior Solution Consultant

  As a Senior Solution Consultant I'm working on pre-sales cycle building projects to redesign customers' contact center, customer engagement, collaboration and business process automation leveraging Cloud and On-Premises solutions developed by Genesys. - Solution selling : Understanding customer's issues and needs, identifying, advising and presenting the best suited solution demonstrating its value (Formal presentations, functional demos, etc.) - Conception of business-oriented demos : Design customized business-oriented scenarios and technical configuration. Custom development if required. - RFI / RFP offers : Writing RFI / RFP answers and support to partners. - Presentations at conferences Show less

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  NTT Ltd.

  May 2019 - now

  As Business Unit Manager for Customer Experience activity at NTT France my mission is to develop business, customer satisfaction and operational efficiency.I'm in charge of setting and implementing strategic direction as well as enabling its execution, managing business growth, managing relation with partners & vendors, establishing and monitoring operational efficiency.

  • CX & Modern Workplace Go-To-Market Manager

    Sept 2023 - now

  • Customer Experience Business Unit Manager

    May 2019 - now