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Personal Pitch
Technology Leader - Global Delivery Executive - Digital Transformation Lead - IT/Telecoms/Cloud Solutions Architect
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Work Background
Concentrix PhilippinesCX Innovation and Technology Solutions Director
Jan. 2026PhilippinesLead enterprise-scale CX and AI transformation initiatives for strategic fintech, banking, and customer operations clients, driving technology innovation programs that improve operational efficiency, reduce cost-to-serve, accelerate automation adoption, and enhance customer and agent experience.
Serve as a trusted advisor to executive stakeholders, translating business objectives into scalable technology strategies and measurable transformation outcomes across contact center, digital servicing, automation, workforce optimization, and AI-enabled operations.
Key Responsibilities & Achievements
Own the end-to-end CX transformation and technology innovation roadmap for large-scale enterprise clients spanning digital servicing, hotline operations, fraud support, lending, payments, and customer lifecycle operations.
Architect and lead enterprise solution strategies across CCaaS, CRM, AI, workflow automation, analytics, and managed services ecosystems
Drive AI-enabled operational transformation initiatives leveraging:
o Agentic AI
o Conversational AI
o Agent Assist
o AI-powered workflow orchestration
o Real-time translation
o Automation observability
o Intelligent knowledge management
Lead cross-functional solutioning, discovery, and transformation workshops with client executives, operations leaders, product owners, and engineering teams to identify operational gaps, define future-state architectures, and prioritize high-value transformation opportunities.
Develop executive-level business cases and transformation strategies tied directly to measurable business outcomes including:
o AHT reduction
o Cost-to-serve optimization
o Automation throughput improvement
o SLA adherence
o Workforce productivity
o CSAT improvement
o Time-to-value acceleration
Establish governance frameworks, command center operating models, and
managed services strategies to support enterprise-grade operational stability, compliance, observability, and continuous innovation delivery.
Lead strategic technology assessments, vendor evaluations, commercial solution positioning, and executive presentations supporting multi-million-dollar CX transformation opportunities.
Partner with delivery, engineering, operations, and external technology vendors to convert innovation pipelines and use-case backlogs into production-ready deployments with measurable ROI and operational adoption.
Provide leadership and direction to solution architects, engineers, analysts, and transformation teams while promoting a culture of innovation, accountability, and client-centric execution.
Accenture in the PhilippinesTech Arch Senior Manager - NGCO S&P VERIZON VM02 Vertical Lead - Digital Transformation Lead
Sep. 2021 - Dec. 2025 Defined Technology strategy for 50+ global BPO clients (Enterprise, Technology and Banking/Financial institutions). Architected & led the end-to-end technology strategy for Accenture's CX Operations units, defining architectures for cloud migrations (to Amazon Connect, NICE CXOne, Genesys, Twilio), automations, and custom integrations that served
over 15,000+ FTEs.
Delivered value by leading the digital transformation agenda for NGCO (Next Gen CX Operations), evaluating and recommending Process optimization, AI/GenAI, automation, and cloud tools. Converted strategic vision into operational POCs and production deployments.
Orchestrated Integrations & Data across a complex ecosystem of CCaaS platforms (Cisco, Avaya, NICE, Genesys, Amazon Connect), CRM, and network infrastructure. Responsible for ensuring platform observability, stability, and incident readiness.
Enabled Operations by optimizing the entire voice platform support model, directly improving agent efficiency and customer experience through strategic tooling and workflow improvements.
Established Governance for a multi-million dollar technology budget, implementing rigorous tracking and reporting that led to $389K in cost savings in FY24 and $321K for FY25 through vendor consolidation and cost optimization initiatives.
Led a Solution Team of 23 direct reports (Senior Managers, Managers, Associate Managers and Project Leads) and acted as the primary Stakeholder Manager for Project Managing Directors and Client C-Level officers, building trust through transparent communication and demonstrated outcomes.
NICE CXoneManager Professional Services
Dec. 2020 - Sep. 2021As Manager of Professional Services, I led the Philippines Expert Services team (QA & Software Integrations Engineers) to deliver seamless deployments of NICE CXone’s cloud contact center solutions for global enterprise clients. Partnering with US and PH leadership, I ensured on-time, high-quality implementations while driving innovation in customer experience (CX) technologies. Key Contributions & Values
✅ Leadership & Team Development Built a collaborative culture through weekly syncs, monthly 1:1s, and breakout sessions, boosting morale and engagement. Created a standardized career roadmap for the Expert Services team, fostering professional growth and retention. ✅ Operational Excellence Managed end-to-end project lifecycles (SMB to enterprise scale), reducing company liability via precise technical assessments of CXOne capabilities. Acted as the primary escalation point for critical issues, resolving conflicts and strengthening client trust. ✅ Customer & Cross-Functional Success Bridged gaps between Expert Services and Project Management teams through structured collaboration, improving delivery timelines and customer satisfaction. Advised clients (public/private sectors) on CX best practices, ensuring solutions aligned with business needs and industry trends. ✅ Technical Leadership Maintained deep expertise in contact center technologies, guiding junior staff and subcontractors during deployments. Contributed to client information standards and evaluated emerging tech to future-proof implementations. Impact: Delivered scalable, consultative solutions while championing teamwork, accountability, and continuous improvement.
IBMVoice Platform Leader - IT Governance
Jul. 2019 - Dec. 2020As Voice Platform Leader reporting directly to the CISO, I spearheaded IT governance for IBM's enterprise voice infrastructure supporting 3,500+ users across 6 Philippine locations. My role blended strategic vision with hands-on leadership to optimize Avaya telecom systems while delivering significant cost savings and operational improvements. Key Achievements & Value Delivered: ✅ Cost Optimization Leader Achieved $50K+ in annual savings through telco supplier consolidation, contract renegotiation, and softphone implementation Delivered 10% operational budget reduction through strategic vendor management Redesigned voice platform solutions to save $15K on maintenance agreements ✅ Strategic Technology Leadership Developed comprehensive voice infrastructure roadmaps for EOL/EOS management Led annual OPEX/CAPEX planning aligned with corporate IT strategy Introduced innovative technology solutions for enterprise and contact center users ✅ Operational Excellence Managed team of 10 voice engineers supporting mission-critical telecom infrastructure Established standardized operating procedures and best practices Implemented weekly collaboration meetings that improved cross-team coordination by 30% ✅ Stakeholder & Vendor Management Served as primary escalation point for critical voice infrastructure issues Facilitated service delivery reviews to identify root causes and prevent future outages Bridged communication between IT vendors and business users to ensure SLA compliance Core Competencies: Enterprise Voice Architecture | Avaya Telecom Systems | IT Governance Cost Optimization Strategies | Vendor Management | Infrastructure Roadmapping Cross-Functional Leadership | Stakeholder Engagement | Process Improvement
Rackspace TechnologyNetwork Infrastructure Specialist for Data & Voice
Jul. 2015 - Jun. 2019Hayes, Greater London, United KingdomRackspace® (NYSE: RAX) is the global leader in hybrid cloud and founder of OpenStack®, the open-source operating system for the cloud. We have delivered enterprise-level hosting services to businesses of all sizes and kinds around the world since 1998 and have grown to serve more than 205,000 customers. We operate on four continents, and have been featured on Sunday Times' 100 Best Companies to work for. We integrate the industry's best technologies for each customer's specific need. We deliver best-fit solutions by leveraging a portfolio of public cloud, private cloud, dedicated servers, and a combination of platforms. Most importantly, it's all backed by our award-winning Fanatical Support. Responsible for the Avaya telecoms infrastructure configuration, support, stability and availability for over 1500 users across 8 locations in 6 countries. Working on many challenging, varied telephony projects across the globe. Heavily involved in the telephony strategy, vision and road-map for Rackspace. This role has grown to include support for all lines and numbers UK and Global, including: PSTN, ISDN2, ISDN30, SIP, Mobile (O2) and all external routing configurations using the Gamma & Colt network 'portals'. This also includes monitoring usage and costs, working with current/alternative suppliers with a view to identifying & negotiating areas for cost savings.
DatapointService Delivery Lead for Voice Infrastructure - Avaya Tier 2/3 Support
Dec. 2007 - Jun. 2015Brentford, England, United KingdomAs Tier 3 Support Specialist and Technical Lead, I delivered mission-critical voice infrastructure solutions for multinational corporations, financial institutions, and telecom providers across the UK and Europe. Key Expertise & Value Delivered: 🔹 Enterprise Avaya Mastery Provided Tier 2-3 support for full Avaya ecosystem: from legacy PBX (Definity G3) to modern Aura CM6 Specialized in complex integrations with Media Gateways (G250-G700), Session/System Manager, and CMS Resolved critical network issues across LAN/WAN and PSTN interfaces (ISDN, QSIG, SIP) 🔹 Strategic Technical Leadership Served as Technical Lead for key accounts including Black & Decker and London Underground Managed team of 8 Avaya engineers for installations, maintenance, and troubleshooting Partnered with manufacturers to resolve escalated technical issues 🔹 Business-Aligned Solutions Bridged technical and commercial needs as Technical Sales Engineer for RFPs and client presentations Handled all RFA (Remote Feature Activation) and PLDS requests for new deployments Integrated voice recording systems (NICE/Verint) with Avaya platforms Notable Achievements:
✅ Delivered 24/7 support for 50+ SME and enterprise clients
✅ Maintained 99.5% system availability for critical infrastructure clients
✅ Reduced mean-time-to-resolution by 30% through optimized troubleshooting protocols
✅ Enhanced sales conversions by providing technical credibility during client engagements Core Competencies:
Avaya Certified Expert | Contact Center Solutions | VoIP Architecture
Tier 3 Problem Resolution | Cross-Functional Team Leadership
Technical Pre-Sales Support | Multivendor System Integration
AvayaAvaya Engineering Supervisor
Sep. 2006 - Nov. 2007Greater Guildford Area, United Kingdom
Affiliated Computer ServicesSite Information and Technology Manager
Sep. 2005 - Sep. 2006Makati, National Capital Region, Philippines
Teledatacom Philippines, Inc.Technical Support Supervisor
Apr. 2005 - Sep. 2005
DTSI Group (Diversified Technology Solutions International)Engineering Supervisor
Jan. 2001 - Dec. 2005
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