AI & Innovation03 JAN 2026
Generative AI in CCaaS: Gadget or Revolution?
Why AI is redefining the agent workstation and why data architecture is the only true guarantee of your ROI.
12 min read
Independent Freelance Consultant
MODERNIZE YOUR CONTACT CENTER AND DOUBLE YOUR CUSTOMER SATISFACTION
I support CIOs, CX and business teams in designing, securing and optimizing their CCaaS platforms.
Request a flash audit (30 min)18+
years of experience
400+
CX & Cloud projects
<12 mo
ROI achieved
DIAGNOSTIC
You're concerned if...
Identify your breaking points to accelerate your transformation.
Limits reached
Your contact center is saturated (AHT, quality, costs).
Migration blocked
Your legacy slows innovation and Cloud transition.
Inconsistent journeys
Your channels don't communicate with each other.
Isolated data
Your CX KPIs don't generate business impact.
Difficult decisions
You need to convince IT and business with evidence.
Integrator dependency
You want to regain control of your roadmap.
Approach
My Posture & Method
"I don't sell tools. I architect, secure, and drive business value.
Independent from any vendor, I support you with a single obsession: concrete and measurable results.
01
Frame
Stakes, risks, objectives, KPIs.
Define a clear and measurable vision before any action.
02
Architect
Technical & functional target.
Design robust solutions aligned with your constraints.
03
Secure
Migration, run, governance.
Guarantee continuity and operational control.
04
Optimize
Performance, ROI, continuous improvement.
Maximize the value generated over time.
MY SERVICES
How I support you
Strategic audit & CX scoping
Objective : decide fast, on solid foundations
- —CX & CCaaS diagnostic
- —Risk analysis (technical, run, data, adoption)
- —Target architecture definition
- —Prioritized roadmap & business case
DELIVERABLES
Target architecture (HLD), 6-12 month roadmap, KPIs, action plan.
CCaaS architecture & migration
Objective : transform without disruption
- —Omnichannel architecture design
- —CRM / data / AI integrations
- —Migration security (cutover, runbook)
- —Technical & functional management
CONTEXTS
Genesys Cloud, Amazon Connect, Avaya, ...
Performance & CX data optimization
Objective : improve measurable results
- —Intelligent routing & omnichannel strategy
- —Pragmatic data & AI exploitation
- —AHT, FCR, CSAT, NPS improvement
- —ROI acceleration
DELIVERABLES
Real-time dashboard (NPS/AHT), CX Data Architecture diagram, Customer Segmentation model, Productivity Audit report.
Un projet CCaaS en vue ?
Audit flash de 30 min pour identifier vos quick wins et éviter les pièges classiques.
CONCRETE RESULTS
Mission examples
RETAIL / LUXURY
Secure CCaaS migration for a luxury leader
Context
"International multi-site environment with 99.99% availability requirements."
Intervention
- Infrastructure audit
- Cloud-native architecture design
- Progressive migration without interruption
Migration completed in 6 monthsROI achieved in 11 monthsAgent satisfaction +25%
FINANCIAL SERVICES
CX Data Optimization & Intelligent Routing
Context
"Major asset management player."
Intervention
- Predictive routing implementation
- Omnichannel KPI consolidation
- IT & business team training
NPS +15 pointsAHT reduced by 45 secondsFCR improvement of 18%
SERVICES / TRANSPORT
Omnichannel & AI Self-Service Deployment
Context
"Contact center handling over 2 million interactions per year."
Intervention
- Voice/Chat Bot implementation
- Recurring request automation
- Real-time API architecture
30% of calls automatedCost per interaction -40%24/7 accessibility ensured
Un contexte similaire ?
Échangeons sur vos enjeux — je vous partage ma lecture terrain.
REFERENCES
They trusted me
About
A STRATEGIC VISION OF CUSTOMER EXPERIENCE
My approach combines strategic vision, technical excellence and operational management to deliver measurable and guaranteed ROI.
Through deep expertise, I analyze flows, data and journeys to restore harmony between your tools and your customers.
“Technical perfection means nothing without business impact and end-user satisfaction.”
SECURITYETHICSPERFORMANCE
CAREER
Professional Experience
18 years of CX transformation expertise
Freelance Consultant – CX & Cloud Architect
IndependentIndependent
October 2025 – Present
France & International Missions
Senior CX Solutions Architect
NTT DATANTT DATA
Nov. 2019 – June 2025
Paris Region
Senior CX Pre-Sales Engineer
Orange Business ServicesOrange Business Services
March 2016 – Oct. 2019
Paris Region
Expert Engineer
Orange Business Services
June 2014 – Feb. 2016
Paris Region, France
ToIP/VoIP Engineer
Orange Business Services
Feb. 2008 – June 2014
Paris Region, France
Consultant (Internship)
Atos Origin
May 2007 – Oct. 2007
Nanterre, France
QUALIFICATIONS
Education & Certifications
Academic Background
2025
Data Analyst - Developing an AI solution
DataScientest / École des Mines Paris
Validation of block 3 of RNCP level 7 title 'Data Marketing Manager'
2007
Master's in Network and Systems Engineering
University of Versailles Saint-Quentin-en-Yvelines (UVSQ), France
2006
Bachelor's in Computer Science
University of Versailles Saint-Quentin-en-Yvelines (UVSQ), France
2005
Computer Science Degree
University of Versailles Saint-Quentin-en-Yvelines (UVSQ), France
Professional Accreditations
AWS
In progressAmazon Connect Communications Specialist
Amazon Web Services
2022 — 2028AWS Certified Cloud Practitioner
Genesys
2022Genesys Cloud Certified Professional
Avaya
Feb. 2018APDS Avaya MidMarket solutions
Avaya
Feb. 2015ACSS Avaya Aura® Session & System Manager
Avaya
Aug. 2013ACSS Avaya Call Center Elite
Avaya
Jul. 2013ACSS Avaya Aura® Communication Manager and CM Messaging
PMI
2014PMP - Project Management Professional
KEY COMPETENCIES
Know-how & Soft Skills
Technical & Business Expertise
Cloud ComputingCCaaSUCaaSSaaSGenesys CloudAmazon ConnectAvayaAWS Web ServiceREST APIData & AIMachine LearningDeep LearningAutomationPythonSQL
Consulting & Leadership
Strategic managementC-level advisoryChange managementWorkshop facilitationAgile/Scrum DeliveryBusiness cases & ROIBid ManagementRFP/RFQ ResponsesMulti-country managementTraining & knowledge transfer
Languages
French (Native)English (Professional B2)Arabic (Professional B2)
RECOMMENDATIONS
What they say about me
Testimonials from colleagues and clients
15+
Recommandations
100%
Satisfaits
"As a Key Account Manager on the demanding market of luxury goods companies, I had the pleasure of working with Yassine for over a year on international contact center projects. Yassine is an impressive technology enthusiast, always learning new technical and business skills. Business-oriented, he is a pioneer capable of designing new offerings."
Sebastien Lopez
Business Manager @ Orange Business
"Yassine was a great contributor in a proactive mode who made successes happen in our pre-sales team. He impressed me by the way he wants to learn and by his capacity to feel Customer expectations and translate them into proposals. I would highly recommend Yassine for Pre-Sale and Technical Advisor positions."
Josquin Van der Meulen
Head of International Pre-Sales @ Orange Business Services
"Yassine has always been an excellent relay for the sales teams. In his role as pre-sales engineer, his technical knowledge and project management skills have been real assets with our clients."
Guillaume Dhervillez
Chief Executive Officer
Thoughts & Strategies
CX & CCaaS Blog
Migration & CCaaS03 DEC 2025
Amazon Connect Migration: Survival Guide
Why 40% of migrations fail technically and how to secure your call flow.
10 min read
Migration & CCaaS2 NOV 2025
CCaaS Migration: The 5 Errors That Sink 80% of Projects
After more than 50 migrations (Genesys Cloud, Amazon Connect, Avaya), here are the recurring pitfalls that turn a promising project into an operational nightmare — and how to avoid them.
12 min read
ENGINEERING & CONSULTING
Propel your customer experience.
Infrastructure audit, omnichannel strategy or Cloud transition management: let's define together the architecture of your tomorrow's successes.
AvailabilityBook a Call
AI AssistantChat with Alexi
Emailyrogui@gmail.com
LinkedInlinkedin.com/in/yrogui
LocationBased in Paris area — Worldwide missions