Results-driven IT professional with over 14 years of experience across technical and functional domains, specializing in customer service transformation within the Manufacturing and Banking industries. Adept at leading end-to-end delivery of complex, multi-vendor Contact Center and UC solutions, including Genesys Cloud CX, TalkDesk, Amazon Connect, Cisco CUCM, Avaya CM, Microsoft Teams Phone, and Webex. Proven expertise in migrating legacy platforms to scalable, cloud-based architectures aligned with modern customer experience strategies.
Skilled in stakeholder management, cross-functional team leadership, and navigating cultural nuances across global teams. Demonstrated ability to define digital roadmaps, coordinate with vendors, and deliver innovative solutions within scope, timeline, and budget. Known for strategic thinking, strong communication, and a collaborative leadership style that drives business value and customer satisfaction.
