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.
