Denis Vinciguerra

France’s leading local digital marketing company for small businesses. I own the technical side of the contact center (customer care, retention, telesales, production) on Diabolocom, coupled with Salesforce.

• Raised outbound reachability by 10-25% through ARCEP-compliant mobile caller ID, callback strategies and automated campaigns.
• Cut idle agent time by up to 30% by rolling out multichannel (voice/SMS) campaigns in predictive mode.
• Rolled out Diabolocom Mobile, a hybrid setup where the same mobile numbers work both on physical handsets and in the contact center’s outbound campaigns, in line with ARCEP rules.
• Brought AI into the call flows: LLMs embedded in IVRs, AI-driven quality monitoring and voice analytics.
• Orchestrated configuration across systems through AI-agent development (Claude Code, Grok): scripts that keep the contact center, CRM and business applications in sync via API, plus call data analysis (reachability, performance, quality).
• Automated callbacks on unanswered calls and industrialized phone contact for several business processes (order management, high-value accounts, web production).
• Orchestrated data flows from the contact center to BI, CRM, QM and business applications.
• Reduced recurring license and service costs by 15%.
• Ran the team’s JIRA backlog and day-to-day operations.

10,000 employees across 25 countries, 40% of them in ACD.

• Coupled Genesys PureConnect with Salesforce (Omni-Channel, SiteMinder SSO): architecture, routing design and L3 support. Rolled out in the UK and the Netherlands.
• Coupled Genesys PureConnect with Oracle Service Cloud (voice, chat, email): rolled out in Italy.
• Prepared the migration to Genesys Cloud: WebRTC flows across a complex international network, voice quality, SSO.
• Brought the voice IP plans of 12 countries into compliance: servers, Polycom phones, Spectralink DECT, AudioCodes gateways.
• Led security remediation across the whole scope, and delivered the executive boardroom video conferencing (Webex).

350 agents across 23 sites, with international rollouts in Europe, the US, LATAM and Russia.

• Led international Genesys PureConnect rollouts end to end: specs, configuration, custom development, training and on-site go-lives in each country.
• Designed a generic multi-country call flow: a feature built for one country is instantly available to all of them.
• Built CTI integrations with Dynamics (on-prem, then 365) and Freshdesk: caller identification, smart routing, 360° screen pop (C#, SQL, REST).
• Interconnected the platform with other phone systems (Skype/Teams, Alcatel, Avaya, Mitel) through Ribbon SBCs over SIP, ISDN and PSTN.

500 agents, 24/7 roadside and medical assistance.

• Stabilized the production platform: reverse-documented it and streamlined its call flows.
• Worked on Voice AI back in 2016: led the Nuance speech recognition rollout and specified a voice virtual agent (Interactions).

Earlier career: network, security & first contact centers (2005 - 2015)

• Swisslife (2015): network automation for a private cloud (reconciliation of firewall, DNS and vCenter inventories, vRealize Orchestrator workflows) and the network side of an AS400 outsourcing.
• Arval (2011 - 2014): full telephony overhaul on Genesys PureConnect (France, Morocco, Russia), preceded by a network upgrade for VoIP (Cisco, Checkpoint, Netscaler).
• NES Conseil / w-HA, Orange group (2005 - 2011, and 2014): network and security integration and audits (Forcepoint, Checkpoint, Fortinet, Cisco), penetration testing, operation of a 24/7 online payment platform, SOX compliance.