Benito Juárez, Mexico City, Mexico
Senior IT delivery and program leader with 25+ years of experience directing service delivery, software development, application support, and large-scale transformation initiatives for global enterprise clients across banking, telecom, pharma, retail, and government. I lead large cross-functional teams, govern complex application portfolios, and align technology execution with business outcomes. More recently, I founded TiApoyo, building AI agents and automation solutions (agentic AI, RAG, workflow automation) that help businesses run customer service, marketing, finance, and operations 24/7. Selected highlights: - Managed end-to-end delivery of a 120+ banking application portfolio for Citi, sustaining 100% SLA compliance. - Held full operational and P&L responsibility for budgets exceeding $30M, improving efficiency while controlling cost. - Improved team productivity by 25% and reduced software defects by 15% through Agile adoption. - Increased client satisfaction by 25% via stronger governance, stakeholder engagement, and quarterly business reviews. - Directed software factory operations of 60+ professionals and drove CMMI Level 3 process maturity. - Built AI agents, RAG pipelines, and voice agents using n8n, Claude Code, Qdrant, and Redis. Core competencies: Service Delivery Management | Technical Program Management | Application Management Services (AMS) | PMO Leadership | SLA/KPI Governance | Agile / Scrum / SAFe | Cloud Delivery (AWS, Azure) | ITIL Service Management | AI Agents & Automation | Budget & P&L Management. Certifications: PMP | SAFe Scrum Master (SSM) | SAFe POPM | ITIL Foundation.
Founder of TiApoyo, a service that deploys specialized AI agents to automate customer service, marketing, finance, and operations for small and medium businesses 24/7. - Designed and built a team of specialized AI agents (admin/scheduling, social media, finance, and operations) that handle real business workflows autonomously. - Built AI agents and Retrieval-Augmented Generation (RAG) solutions, including voice agents for automated, context-aware responses. - Developed end-to-end automation workflows using n8n, integrating LLMs and third-party services. - Used Claude Code to accelerate development of mobile applications and custom business software. - Delivered tailored solutions: CRM systems, logistics tools, appointment-scheduling apps for SMBs, and personal finance management apps. - Automated social media engagement and customer responses across Instagram, Facebook, and WhatsApp. - Implemented vector and in-memory data stores (Qdrant, Redis) to power RAG pipelines and real-time agent memory. - Delivered measurable impact, e.g. an AI agent that handled 500+ event inquiries, freeing the client's team for higher-value work.
Concentrix Catalyst is the experience design and engineering team of Concentrix
PK was acquired by Concentrix