Peter Meert

Solution consultant and telecom professional with more than 20 years of experience across enterprise telephony, contact center platforms and cloud communications. Seven years of experience advising enterprise customers on Genesys Cloud solutions, including discovery, solution design, integrations, technical validation and migration from on-premises environments. Combines a strong foundation in voice technologies with the ability to translate business and operational requirements into secure, resilient and scalable solutions.

Experienced in financial services, telecommunications, transport and public-sector environments.

Advisory Solution Consultant at ServiceNow (2026-03 – Present)

• Advise enterprise customers on digital transformation initiatives involving workflows, customer and employee operations, platform integration and operational resilience.
• Lead discovery discussions with business and technical stakeholders, translate requirements into solution concepts and collaborate with specialists and architects to align proposed solutions with the wider enterprise environment.
• Contribute contact center and CCaaS expertise to customer and internal discussions where ServiceNow workflows interact with customer engagement platforms.

Principal Solution Consultant at Genesys Cloud Services (2019-01 – 2026-01)

Advised enterprise customers across Belgium and Luxembourg on the modernization of contact center environments using Genesys Cloud CX.

• Led technical discovery and solution-design workshops to understand customer journeys, operational requirements, existing telephony environments, integration needs, security constraints and continuity requirements.
• Translated business and operational requirements into solution designs covering interaction routing, telephony connectivity, integrations, user workflows and migration considerations.
• Designed and validated integrations between Genesys Cloud and enterprise applications including Microsoft Dynamics, Salesforce and ServiceNow.
• Worked with customer architects, IT teams, security specialists, partners and Genesys product and engineering teams throughout the pre-sales and solution-validation lifecycle.
• Developed demonstrations and proof-of-concepts to validate customer use cases, integration approaches and platform capabilities.
• Contributed to RFP responses, proposals and technical documentation for complex enterprise contact center transformations.
• Supported customers in assessing cloud migration approaches, architectural trade-offs, resilience requirements and operational impact.
• Explained automation and AI-supported contact center capabilities to business and technical stakeholders, based on the capabilities and maturity available within the proposed solution.
• Supported enterprise contact center transformations involving up to 4000 agents.
• Contributed to opportunities and contracts with a value exceeding USD 1 million.
• Selected for the Genesys President's Club in FY21 and FY23.

Sustainability Ambassador at Genesys Cloud Services (2019-08 – 2026-01)

Project Manager, freelance at Toshiba TEC & Dell EMC (2018-06 – 2018-11)

• Coordinated several technical projects in parallel, including the migration of more than 300 retail stores across Europe, the deployment of 35 new stores and a large-scale rollout of 2,000 devices for a major customer.
• Used MS Project for detailed planning, timeline tracking and RAID follow-up across EU-wide retail migrations.
• Developed a scalable implementation plan for point-of-sale and IT infrastructure migrations, ensuring smooth deployment and minimal operational disruption.
• Led and coached junior project managers, promoting structured delivery, solid governance and technical quality across presales and implementation teams.

Senior Project Manager Telecom, freelance at Infrabel (2018-04 – 2018-07)

Worked in a safety-critical and mission-critical telecom environment supporting national railway operations.

• Migrated the network of old telephone switches to Microsoft Skype for Business.

Project Manager Telecom, freelance at Belfius Bank & Insurance (2015-09 – 2018-04)

Managed a 3-member team with overall responsibility for the UC&C, Contact Center and mobile devices at Belfius Insurance.

• Delivered communications projects in a high-availability, security-sensitive financial environment.
• Ensured compliance with continuity requirements, regulatory constraints and internal security policies.
• Gathered business and operational requirements and translated them into project scopes, technical requirements and implementation plans.
• Acted as a Project lead / bridge between IT infrastructure teams and senior governance stakeholders to ensure alignment of communication systems with business continuity and compliance standards.
• Reporting to C-level governance board.

Business manager, founder at Green Consulting (2008-04 – 2018-12)

• Managed and delivered national technical projects, coordinating stakeholders and ensuring compliance with strict standards.
• Provided technical training and presentations to large professional audiences.

Team captain expert engineers, freelance at Cofely Quentris GDF Suez (2008-04 – 2012-12)

Led and developed a team of six infrastructure engineers responsible for VoIP, mobile and network reliability across enterprise environments. Championed process standardization and SLA excellence.

• Coached, trained, and helped 1st and 2nd line engineers with technical installation and maintenance issues.
• For new setups: ensuring that the planning and project scope for installations are adhered to.
• Ensured reliability and SLA compliance for critical voice infrastructure across enterprise environments.
• Created technical standards and operational guidelines used by engineering and support teams (1st–2nd line).

Senior Technical Consultant Voice, freelance at Cofely Quentris GDF Suez (2008-04 – 2014-12)

Senior Technical Consultant Voice, freelance at Royal Dutch KPN (2007-07 – 2008-03)

• Acted as the technical project manager and primary technical advisor to the customer throughout the deployment lifecycle.
• Designed the full technical architecture and created the test plan for a large-scale BeNeLux VoIP network.
• Executed end-to-end testing and documented the managed IP Telephony solution for new customers.

Senior Technical Consultant at Telindus (Proximus ICT) (2006-09 – 2007-08)

• Service delivery and design expert for BeNeLux.
• Trained engineers on Nortel Networks products.
• Adhering closely to project planning and scope, established a demonstration and laboratory system seamlessly interconnected with the public network.

Technical Product Manager at NextiraOne (NTT Dimension Data) (2003-10 – 2006-09)

• Validated hardware, software and applications for telecom and network solutions.
• Worked with integrators and engineering teams to design and test large-scale voice and network systems.
• Support sales, pre-sales, and post-sales staff across NextiraOne Europe.
• Set up a training room and trained all European NextiraOne engineers on Nortel Networks products.

Certificate in Take the Lead in Sustainability Management – Vlerick Business School (2023 – 2023)

Certificate in Writing a successful business case (2018 – 2018)

PRINCE2® foundation & practitioner certificate in Project Management (2017 – 2017)

Postgraduate in Energy Coordinator (2008 – 2008)

Bachelor in Electronics, telecommunications