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Technology Leader - Global Delivery Executive - Digital Transformation Lead - IT/Telecoms/Cloud Solutions Architect
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Work Background
Accenture in the PhilippinesTech Arch Senior Manager - NGCO S&P VERIZON VM02 Vertical Lead - Digital Transformation Lead
Sep. 2021National Capital Region, PhilippinesAs a senior leader in Accenture’s Infrastructure Services Management Team (ISMT), I drive technology innovation and operational excellence for global customer operations. Leading multiple critical functions, I oversee voice platforms, next-gen CX tools, cloud infrastructure, and financial governance, ensuring scalable, cost-efficient solutions for high-profile clients. Key Leadership Roles & Impact
Voice Platform Lead: Own end-to-end strategy and support for Cisco, Avaya, NICE CXone, Genesys, and Amazon Connect, ensuring seamless operations for Accenture’s global BPO ecosystem. Next-Gen CX (NGCO) & Software/Platform (S&P) Tower Lead: Spearhead evaluation and adoption of cutting-edge CX technologies, optimizing workflows and future-proofing operations. Verizon Tower Lead & Global Governance Leader: Act as a trusted advisor for enterprise clients, aligning IT infrastructure, cloud contact centers, and hybrid solutions with business goals. Financial & Operational Stewardship: Executive sponsor for ISMT financial management, delivering $389K in cost savings (FY2024) through rigorous budget oversight and efficiency improvements. Leadership & Value Delivered
🔹 Strategic Technology Enablement: Partner with C-level executives, Accenture leadership, and internal IT teams to design and implement scalable, secure, and innovative infrastructure solutions.
🔹 Team Growth & Mentorship: Lead a high-performing a high performing team, fostering talent development and leadership pipelines within ISMT.
🔹 Operational Resilience: Oversee business continuity (BCP/DR), network infrastructure, and cloud migration strategies for enterprise contact centers.
🔹 Global Stakeholder Collaboration: Bridge gaps between operations, IT, and internal stakeholders, ensuring technology investments drive measurable business 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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