Solutions Architect

Experienced technical lead and solution architect with 14 years of experience in the telecom and financial industry. Specialized in Genesys PureEngage and Genesys CX, with expertise in Telco solutions. Managed and developed Genesys cloud organizations globally and implemented solutions for various clients. Strong leadership and business analytic skills, with a focus on call center technology and telephony infrastructure. Holds multiple certifications in Genesys and has a Master of Science degree in Telecommunications Engineering.

Solution Architect - Contact Center domain As a lead architect for the Contact Center, I completed a new design focusing on migration to the cloud. Tasks included analyzing the current contact center, suggesting design improvements, running RFPs to select cloud contact center systems, and end-to-end process design in new technology. 2020/04 - 2022/02

Independent Consultant Managed and developed 6 Genesys cloud organizations worldwide. Projects included implementing Genesys cloud for various clients. Also provided telco improvements, cost analysis, reporting, and monitoring for various clients. 2018/10 - now

IT Telco Manager I provided technology strategy, design, and implementation for telephony and call center technologies. Responsibilities included supervising Telco and Genesys specialists, business analytics, and supporting call center applications. 2016/02 - 2018/09

Genesys Architect As a Genesys Architect, I coordinated internal teams and suppliers to build call center solutions. Responsibilities included technical coordination, analysis, and telco engineering for custom Media GW development. 2014/02 - 2016/02

Solution Analyst I worked as an analyst and coordinator for change requests in the contact center. Focused on Genesys and custom applications, I handled interaction routing, reporting, and acted as a SPOC between business customers and suppliers. 2012/05 - 2014/06