Ireland
Results-oriented IT professional with extensive experience, 20+ years in the solutions architecture and Cloud Transformation in the Cloud Contact Center / Payment / ERP domain, especially with CCaaS Contact Center as a Service. Proven expertise in planning, architecting, and developing innovative cloud enterprise software solutions. Successfully led the design and implementation of complex cloud contact center / payment / ERP solutions and data/AI architectures, including cloud and application security. Skilled at envisioning target architectures and roadmaps, guiding teams through modernization, architecture blueprints, best practices, design patterns, and maximizing the value of cloud investments. I have strong leadership and communication skills and a successful track record in cross-team collaboration, both internally and externally.As a member of the Cloud Centre of Excellence and Architecture Office, I am passionate about leveraging cloud, data, AI, and machine learning to drive business outcomes in Contact Center Domain, ERP and Payment Domains. Proven Expertise: 🌟 Cloud Transformations: Driving cloud transformation to ensure smooth transitions to the cloud while optimizing for performance, security, and cost. Managed multiple cloud migrations, including modernizing legacy Contact Center applications and implementing cloud-native architectures. 🌟 Solution Architecture & Delivery: Translating business requirements into robust, secure, scalable, and reliable cloud architectures. This includes designing, developing, and driving proof of concepts, infrastructure, CI/CD, HA/DR, data pipelines, and AI-powered applications such as chatbots and conversational AI. A hands-on cloud architect. 🌟 Thorough knowledge of Contact Center Domain- Dynamic Agent/Skills Matching, Intelligent Routing, Omni-Channel Orchestration- Self-Service, IVR, Conversational AI, Chatbots, NLP/NLU- Reporting / Data Analytics, Operational Excellence, Workforce Management- Unified Agent Desktop. Agent Assist, Customer Journey, UX , AX, CX 🌟 Cloud FinOps: Drove strategic Cloud Cost Optimization initiatives Technical Expertise: Cloud Platforms: Azure, AWS (Azure Solutions Architect Expert, AWS Solutions Architect, Azure AI Administrator Associate) Cloud-Native Technologies: Kubernetes, Docker, event-driven, serverless , microservices, IaC Terraform, DevOps, DevSecOps, GitOps Data & AI: Kafka, data analytics, Keras/TensorFlow, NLP/NLU Programming: Java, Spring Boot, Go, Python, C++, .Net, Java Script Architecture Frameworks: TOGAF, C4 model, and design patterns Agile
🌟 Solution Architecture Excellence - Responsible for creating and implementing architecture best practices, guidelines, and architecture governance policies. Driving Architecture Governance, Solution Review boards. Member of AI and cloud center of excellence and Architecture Office. 🌟 As part of the Architecture group, I’m deep in the trenches architecting and developing technology solutions within our ERP and SaaS Cloud platforms. I am heavily leveraging AI and Cloud to drive innovation in Enterprise Resource Management.
🌟 Cloud Adoption - Responsible for creating cloud, data/AI strategy and technology convergence. Developed proposals and cost models for cloud, data/AI solutions and helped teams adopt cloud services on AWS / Azure. Successfully migrated 75% of workloads to the Public Cloud, resulting in a 40% reduction in operating costs. 🌟 Solution Architecture and Delivery - • CCaaS Transformation & Orchestration: Served as the Lead Architect for a major CCaaS transformation, architecting end-to-end cloud solutions and data pipelines. Focused on Omni-Channel Orchestration (Intelligent Routing, Cloud Matching) across the Customer Journey and integrating with external systems (CRM, ERP). • Agent Experience & AI Modernization: Led the strategy for Next-Gen Agent Desktop modernization, integrating Agent Assist (AI) to reduce handle time and improve satisfaction. Successfully managed the migration from legacy IVR to advanced Conversational AI and Agent Knowledge Base. • Operational Excellence & Data Strategy: Designed the cloud data strategy, encompassing ELT/ETL, Data Governance, and BI Dashboards for Operational Excellence. Integrated Workforce Management (WFM) capabilities and other essential operational systems. • Strategic & Vendor Leadership: Drove cross-vendor innovation through strategic partnerships, coached and groomed cloud engineers, and managed the technical evaluation process (RFP, RFQ, RFI). Specialties: Enterprise Cloud Solution Architecture and Implementation, SaaS, Client Facing, Consulting, Mentoring, Microservice, Event-Driven architecture, Reactive and Serverless architecture, TOGAF, API First, API Gateway, AI / ML solutions. Azure/AWS Cloud services, QnA, LUIS NLP, Bot Framework and Conversational AI, Speech Analytics, Cognitive Services, Agile methodologies Skills: Java/J2EE, Python, SpringBoot, REST, JSON, JavaScript, Kafka, Containerization, Kubernetes, Docker, Cosmos DB, NoSQL, SQL DB, Redis, Datadog, GitOps, Azure data & AI services, Synapse, ELT/ETL
🌟 Microservice Architecture - Designed and built microservices for private cloud environments. Prepared strategies for migration to public clouds. • Principal Architect for the critical contact center features Blended Contacts/Agents, Omni-Channel, Network Routing, Conference Complete, Agent Ranking, Transfer to Skillset, and Email Approval. Did the feature scoping and prepared strategies for feature deliveries in a private cloud. 🌟 Emerging technologies - Explored new technologies like Kafka, Microservice architecture, Kubernetes, and Docker. Worked with stakeholders from different teams, organized a meeting to conclude the design expectations in a private cloud, and delivered the content as planned into sprints. Acted as an SME for multiple components within Avaya Oceana Omni-Channel Contact Center. Responsible for the component quality within the multiple product pool. As an SME, I reacted quickly and handled incoming issues. Took part in the end-to-end Integration test. Managed feature Epics Stories and Tasks in the Jira portfolio. Mentored and groomed junior team members. Specialities: Enterprise Cloud Solution Architecture and Implementation, SaaS, Private cloud, Design reviews and Recommendations, Client Facing, Consulting, Feature prime, Mentoring, Microservice architecture, Event-Driven architecture, Reactive architecture, Serverless architecture, Agile, Jira Management. Technologies/Skills: Cloud Computing, Azure Public Cloud, Private Cloud, Java/J2EE, Spring Boot, REST, C++, JSON, JavaScript, Gigaspaces, Oracle, Radvision SIP stack, Git, Kafka, helm, AVRO, Jenkins, Bitbucket, Confluence, Containerization, Kubernetes, and Docker
Omni Channel Contact center Domain Application Programming - Architecture / Development / Sustaining / Testing. Developing and Maintaining unified communications contact center software. Played a major role in sustaining and developing AVAYA Aura Contact Center (AACC). Mentored and groomed junior team members. Specialties: Enterprise Solution Architecture and Implementation, Design reviews and Recommendations, Client Facing, Consulting, Feature prime, Mentoring, Agile, Jira Management Technologies/Skills: Java/J2EE, Spring Boot, REST, C++, JSON, JavaScript, Gigaspaces, Oracle, Radvision SIP stack, Git, Jenkins, Clearcase
Omni Channel Contact center Domain Application Programming - Development / Sustaining / Testing. Developing and Maintaining unified communications contact center software. Played a major role in sustaining and developing AVAYA Aura Contact Center (AACC). Mentored and groomed junior team members. Played a major role in sustaining NORTEL SIP and AML based Networking Contact Center (CCMS) and developing IP Call Recording. Specialties: Enterprise Solution Architecture and Implementation, Design reviews and Recommendations, Client Facing, Consulting, Feature prime, Mentoring, Agile, Jira Management Technologies/Skills: Java/J2EE, Spring Boot, REST, C++, JSON, JavaScript, Gigaspaces, Oracle, Radvision SIP stack, Git, Jenkins, Clearcase