Diego Ramirez

I’m an IT Project Manager and Service Delivery Lead with 18+ years of experience driving the design, implementation, and optimization of technology solutions for contact centers, BPOs, and service-driven organizations. I specialize in delivering scalable, high-availability solutions that improve operational performance, enhance customer experience, and ensure business continuity across mission-critical environments. My background combines strong expertise in enterprise networking, IT infrastructure, and omnichannel cloud contact center platforms (CCaaS), with a consistent focus on service reliability, efficiency, and measurable results. Throughout my career, I’ve led end-to-end implementations of voice, data, and omnichannel technologies, supporting 50+ clients across multiple countries, achieving high service availability (99.9%+) and strong delivery performance. In my current role, I lead GoContact implementations, delivering omnichannel solutions that integrate voice, email, webchat, and social media channels for clients across Latin America and the United States, while coordinating distributed teams in Europe and LATAM. I also leverage Generative AI to enhance delivery and operations — automating technical documentation, accelerating troubleshooting, and improving knowledge management processes. Core expertise: • IT Project Management & Service Delivery • Contact Center Technology & CCaaS Platforms • Omnichannel Communication Solutions • AI-Driven Operational Optimization (OpenAI ChatGPT/Codex) • API Integrations & Cloud Deployments • Enterprise Networking (LAN/WAN, VPNs, Security) • High Availability, BCP & DRP Strategies • GNU/Linux Environments (CentOS, Ubuntu) I hold a degree in Electronic Engineering with postgraduate studies in Teleinformatics, complemented by continuous learning in leadership and emerging technologies.