- Contact Center
- Infrastructure & Service Delivery
- Operations transformation
- Migration
Telephony Migration for 2,000+ Agent Positions at Cielo
New network and telecom carrier for Cielo's ARV teleservice operation, migrating the telephony platform from Avaya to Genesys across 2,000+ agent positions in three sites.
- Company
- Atento do Brasil
- Client
- Cielo
- Period
- Mar 2012 – May 2020
- Role
- IT Business Consultant – Project Manager
Context
- ARV teleservice operation running across three sites, with contractual SLAs in force throughout the cutover.
- Strategic interface between Cielo's business areas and the internal IT structure for the duration of the transition.
Challenge
- Align timelines, scope, and technical feasibility across client and internal stakeholders.
- Control costs, SLAs, and operational risk throughout the telecom transition.
Key actions
- Led the implementation of a new network and telecom carrier for Cielo's ARV teleservice operation.
- Migrated the telephony platform from Avaya to Genesys across three separate sites.
- Carried 2,000+ agent positions through the cutover with the operation live.
- Negotiated internally on timelines, resources, and contractual conditions.
- Monitored costs, SLAs, and operational risks.
- Discussed technical solutions directly with the end client to meet business needs and deadlines.
Outcome
- Telephony platform migrated from Avaya to Genesys across 2,000+ agent positions.
- Three separate sites cut over without interrupting the ARV teleservice operation.
- New network and telecom carrier implemented for Cielo.