Experience

Sinch

• Sweden
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Project Consultant

  • May 2010 - Present

  Now acting as both Customer Success Manager and Project Manager at Sinch Systems Finland Oy (until 2020 the company name was Merlin Systems Oy as part of SAP) with the Sinch Contact Pro cloud based systems environment. My main tasks include analyzing the customer's Contact Center service requirements and based on that analysis design and and manage the implementation project in which the customer's Contact Pro environment is created and configured with various contact channels and integrations. The implementations have thus far included as contact channels: voice, e-mail, webchat/chatbot, sms, WhatsApp and Facebook Messenger) with integrations towards, among others, SAP Service Cloud, SuccessFactors, Salesforce and ServiceNow. The implementations have been for Contact Center customers in EMEA and North America. Show less



Leif Forsman Communications AB

• Stockholm, Sverige

• Information Technology Consultant

  • Mar 1999 - Apr 2010

  Independent consultant implementing and supporting customers' Call Center Systems in Scandinavia. The tasks included project management, programming, systems support and technical assistance. Among my customers were Skandia, SAS, IBM, CSC and If. Independent consultant implementing and supporting customers' Call Center Systems in Scandinavia. The tasks included project management, programming, systems support and technical assistance. Among my customers were Skandia, SAS, IBM, CSC and If.



Vicorp

• Stockholm, Sverige

• Senior Technical Engineer

  • Oct 1997 - Feb 1999

  Technical support of Call Centre / CTI environments and Account Management for Vicorp's customers' in the Nordic region. Technical support of Call Centre / CTI environments and Account Management for Vicorp's customers' in the Nordic region.



Skandia Insurance Group

• Stockholm, Sverige and Ronneby, Sverige

• Systems Analyst

  • Apr 1992 - Sep 1997

  Programming, Systems support, Team management and Project management in Mainframe/Cobol environments and CTI environments (C/Tandem/Unix). Programming, Systems support, Team management and Project management in Mainframe/Cobol environments and CTI environments (C/Tandem/Unix).