Paternity leave was compounded by the end of the project he had been working on for the last 10 years. The return to work did not go as I had hoped. I needed a change. I looked for that change and I found it. June 13, 2022 marks the beginning of my, for now, short history as a telephonist.
My beginnings
The beginning was not easy. I was joining a newly created department where we were to take over the iMeeting service. In addition to the difficulty that comes with change, I had to be trained in one of the technologies that make up the service. All of this, together with the feeling of belonging to Telefónica, was the motivation I needed to get started. The challenge had just begun.
The first few months were a mix of learning and experimenting, studying and testing. Most of my career has been customer-facing, both in support tasks and executing projects, and I was beginning to miss being on the “front line”. Gradually we started to get requests to evaluate and test products. These tests that I was doing for my own learning were the basis of what was implemented in mock-ups for customers.
The development and implementation of these mock-ups, or PoCs as they are now called, gave me an insight into what Telefónica is all about. What it is like to interact with colleagues from different legal backgrounds and different technologies. Some of these tests have helped us to continue learning and increasing our knowledge of the product in question. Others have turned into projects. One of them has even been the seed for the extension to other technologies.
The case of Zoom
There is a specific case where we started with a trial of telephony deployed with Zoom for 50 users. During the duration of the test, the old AVAYA platform coexisted with the new one deployed on Zoom in a totally transparent way for the users. Thanks to the good work of the team, we were able to make this test the basis of the project to migrate from the old IP telephony platform to a cloud telephony environment.
During the course of the project, the possibility of migrating their old contact centre from AVAYA to Zoom began to take shape.
For me it was an opportunity to broaden my knowledge and get involved in a project in a technology that was unknown to me. As well as on the dates of my incorporation, I started reading documentation, training and testing in order to be able to take on the project according to the client’s requirements. The development of this contact centre project has awakened my interest in this technology and I have decided to start training in other contact centre products.
The centenary
In these little more than two years with the company, I have had the immense good fortune to experience an incredible milestone for any company. I have been able to experience first-hand the centenary. Our centenary. For me it was a special few days that came to a head when I saw how my daughter enjoyed herself at Distrito T during the weekend celebrations.
It’s just over two years. It is not a long time, but thanks to all that I have experienced, to my colleagues and managers and to all the people I have interacted with, I know that I made the right decision. And may it be for many years to come.
