I orchestrate contact center and AI transformations end to end.
Transformer, facilitator, problem-solver. Project direction, business analysis and CX technology expertise: I get business, IT and vendors speaking the same language, unblock what stalls and support your teams all the way to real adoption.
14 years and more than 10,000 agents supported at SFR, Veolia, Orange, Concentrix and Almavia. PhD in telecommunications; certified AI Project Manager, PMP, Scrum Master and Azure.
Six levers, one single point of contact
I support you across the whole transformation journey: from the first assessment to day-to-day operations. You pull the lever you need, when you need it — without ever changing point of contact along the way.
Not sure of the scope yet?
Describe your situation in a few lines. I'll tell you frankly whether I'm the right person — and if not, who to talk to.
My take on AI in CX: the why before the how
A callbot has never fixed an organisational problem. Before talking technology, I look for where contacts are actually lost: repetitive reasons for calling, pointless transfers, information nobody can find. That — and only that — is where AI creates value.
Then every use case has to stand up with a number: volume handled, achievable containment rate, integration cost, saving per contact. If the ROI doesn't hold, I say so — and we don't do it.
The engagements behind the profile
Delivered directly or through consulting firms, for customer service leadership and IT departments of large enterprises.
"Contact 2026" customer relationship transformation programme: journeys, conversational AI, migration to Diabolocom CCaaS, RUN management of Avaya and Genesys.
10+ sites, 10,000+ users, 500K calls a year: platform migrations, multichannel Avaya Oceana rollout, CRM integration, UAT and change management.
Veolia Eau national and Paris region: 5 sites, 1,000 users. Requirements, journey redesign, Avaya / NICE / Logepal administration, then Diabolocom UAT and Salesforce integration.
End-to-end customer service audits at Novo Nordisk and Polyexpert: on-site immersion, four-pillar diagnosis, CCaaS benchmark and transformation roadmap.
RFP responses: target technical architectures, technology recommendations and budget estimates. Launch of a new CRM & CCaaS integration practice.
Multi-site Amazon Connect and Genesys Cloud rollouts for large accounts, Salesforce integration, steering committees and integrator management.
Building the vendor partnership: market studies, needs qualification, value workshops, demos and PoCs, writing technical and commercial proposals.
Programmes run inside international groups and across multi-site scopes: architectures and bids for global accounts at Concentrix / Catalyst, multi-site CCaaS rollouts at Almavia CX, 4G/LTE R&D at Orange Labs. Engagements delivered in English as readily as in French, with business, IT and vendor teams spread across several countries.
Expertise backed by recognised credentials
A PhD in telecommunications and certifications in project direction, AI and cloud: the technical depth and methodological rigour that keep your transformation programmes on track.
The platforms I know from the inside
No reselling, no exclusive partnership: I have administered, migrated or tested these in production.
"I would rather turn down an engagement than take it on without being the right person. When I commit, I stay on the project from scoping to go-live."
Ali Elar — independent consultant and project manager, contact centers & customer experience. Suresnes, France.