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Philippe BOHANNE

NICE

En résumé

International experience in IT business solutions to improve enterprise collaboration and transform customer services.


From start-up environments to larger organizations, with various pre-sales and post-sales roles in Customer Care, Program Management, Professional Services, Product Development:

- Expertise in multi-channel customer engagement solutions and best-practices: contact centers, CRM, enterprise collaboration platforms, front / back office integration, mobile / web applications, cloud / premise solutions
- Global service delivery: consulting, implementation, managed services, premium support, training
- Practice lead in project management, customer success, engineering services
- Business partners and off-shore subcontractor management
- Service development, sales enablement in direct / indirect business models
- Software development life cycle & product / project portfolio management
- Business process improvements & methodologies (PMP, ITIL, CMMi, ISO)


Mes compétences :
PMP certified (member of PMI France)
ITIL Foundation V3

Entreprises

  • Genesys, France - Customer Success & Premium Support

    2012 - maintenant - Service sales enablement & delivery of Customer Success Management and Premium Support in EMEA
  • Alcatel-Lucent Enterprise, France - Global Program Management Office

    2010 - 2012 - Head of the GPMO organization responsible for the service delivery of the enterprise communication platform (TOIP) & collaborative applications to global accounts in EMEA
  • Alcatel-Lucent (Applications Software Group), France - Strategic Engagements

    2008 - 2010 - Account management team focused on building long-term partnership and striving for optimal customer service to the most strategic customers in EMEA
  • Genesys, USA (San Francisco) - Solution Management

    2007 - 2008 - Lead of a corporate transformation initiative to re-engineer the business processes and accelerate the software development of complex solution
  • Genesys, USA (San Francisco) - Project Management

    2001 - 2007 - R&D Project Office, software development life cycle management of the multi-channel / multimedia product suite (eServices, desktops, SDK) and overall release coordination of the award-winning Genesys 8.0 suite
  • Genesys, USA (San Francisco) - Engineering Services, Americas

    2000 - 2001 - Practice manager for the delivery of carrier-class contact center solutions and integration with the MCI, Sprint, AT&T voice networks
  • Genesys, USA (San Francisco) - Professional Services, Americas

    1998 - 2000 - Project lead, OEM partnership with AGCS (a Lucent company)
  • Genesys, France - Professional Services, Europe

    1997 - 1998 - Business Consulting and solution architecture of the Genesys contact center solutions
  • Sema Group, France - Call Center Systems Integration

    1995 - 1997 - Systems Engineer

Formations

Réseau

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