A contact centre platform, pitch to first customers in under a year.

Selling ENGIE a contact centre platform (CCaaS, Contact Centre as a Service) that was still a concept, then designing it for real, with first customers migrating less than a year after the programme kicked off.

5 min read

RoleLead Designer, pitch through delivery ClientENGIE, Belgium Years2025 to 2026 ScopeEnd to end. Pitch prototypes, client workshops, on site agent research across two Belgian call centres, product design across contacts and case management, the documentation that lets it scale to new markets
Feb Sept
Seven months from first pitch to a signed programme
<1 year
From kick off to first customers migrating
3
Site visits to Belgian call centres before the designs were set
France
Signed on the back of the Belgium delivery

Page summary

  • ENGIE's move to a rival platform fell apart after two years. When the search reopened we pitched the contact centre concept we'd already been developing. I led the design, and we won it on the condition that the original delivery timelines stood.
  • Whatever we sold we would have to build, and throughout I was aware I would be involved in delivering it. That discipline shaped every round of the pitch.
  • The foundations shipped and France signed on the strength of Belgium. The first customers migrate in August 2026.

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