Jean Drainville has more than 30 years of experience in Client Contact Centre and CRM consulting. He obtained a Bachelor degree in Computer Science and Management from the University of Sherbrooke in 1992. Throughout his career he carried out many projects relating to telephony and Contact Centers. As solution architect and analyst (functional, technical or business), he acquired extensive experience in customer requirements analysis, solution design, architecture, project management, application development and support. He has participated in projects ranging from small to very large scale with a variety of roles, including planning, functional specifications, design, development, and testing. These projects mostly related to Call Centre technologies included interactive voice response (IVR), computer telephony integration (CTI), multi-channel contact and call routing, call centre optimization and virtualization,as well as the development of related products.

While fulfilling his mandates, he has demonstrated excellent communication and interpersonal skills.