IT Consulting & Advisory

Contact Centre
Intelligence,
Delivered.

Independent consulting at the intersection of CCaaS architecture, Google AI automation, and enterprise cloud solutions.

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15+
Years in Enterprise IT
Genesys
Cloud CX Platform Expert
Google
CCAI & Cloud Specialist
Remote
Available Across North America
Professional Overview

Bridging Business Requirements & Technical Execution

I provide strategic IT consulting services navigating complex enterprise environments. Whether guiding a cloud migration, integrating Google AI into a contact centre, or architecting a Genesys Cloud CX deployment, my approach delivers resilient, scalable, and data-driven outcomes.

Based in Calgary, Alberta — available for local and remote engagements across North America.

🎯
Genesys Cloud CX Specialist Architect flows, omnichannel routing & WEM configuration
🤖
Google CCAI Integration Dialogflow CX, Agent Assist & Vertex AI deployment
☁️
Google Cloud Platform BigQuery, data pipelines & enterprise cloud architecture
📊
Business Systems Analysis Legacy workflow transformation & technology alignment
Core Expertise

Where Strategy Meets Execution

📞

Contact Centre as a Service

End-to-end CCaaS strategy and implementation, from architecture design through to go-live and post-launch optimization.

  • Genesys Architect flow design & IVR
  • Omnichannel routing & queue strategy
  • Workforce Engagement Management
  • Quality management & evaluation
  • REST API & Event Bridge integrations
🤖

AI Automation & Integration

Deploying Google's AI ecosystem within contact centre environments — reducing handle time and elevating the customer experience.

  • Google CCAI platform deployment
  • Dialogflow CX virtual agent design
  • Agent Assist real-time guidance
  • Vertex AI model integration
  • Legacy workflow automation
📊

Data Analytics & Cloud

Turning contact centre data into business intelligence — building pipelines, dashboards, and analytics on GCP.

  • Google BigQuery warehousing
  • Power BI & Looker Studio dashboards
  • SQL / PL/SQL / PostgreSQL development
  • Genesys reporting & data exports
  • Oracle & legacy system migration
CCaaS Platform Expertise

Genesys Cloud CX: Architecture to Optimization

Deep, hands-on experience with Genesys Cloud CX across the full contact centre lifecycle — from initial architecture and Architect flow design through to post-launch performance tuning and analytics.

Genesys Cloud CX — Routing Architecture
🎤Voice
💬Chat
📧Email
📱SMS
↓
⚡ Genesys Cloud CX Engine
Architect Designer · ACD Routing · Queue Management
Predictive Routing Skills-Based Priority Queue Callbacks
↓
🧑‍💼 Agent Desktop
Agent Copilot · CRM Pop · Interaction History
🤖 AI Virtual Agent
Dialogflow CX · CCAI · Self-Service IVR
↓
📊 WEM & Analytics
Workforce Management · Quality Evaluation · Speech Analytics · BigQuery Export

Platform Capabilities

Architect Flow Design Inbound/outbound IVR and bot flows with decision trees and data actions
Omnichannel Routing Unified routing across voice, digital, and messaging channels
Predictive Routing AI-powered routing using behavioural data to match customers with optimal agents
Workforce Engagement WFM scheduling, forecasting, and real-time adherence monitoring
Quality Management Interaction recording, evaluation forms, and agent coaching workflows
REST API & Event Bridge Real-time event streaming and custom integrations
Analytics & Reporting Custom views, historical exports, and BigQuery pipeline integration
Agent Copilot Real-time AI guidance, knowledge surfacing, and transcript summarization
Google AI & Automation

Powering the Intelligent Contact Centre

Hands-on experience deploying Google's AI ecosystem within enterprise contact centre environments — from conversational interfaces to predictive analytics and document intelligence.

🧠

Google CCAI

End-to-end implementation of Google's Contact Center AI suite — the unified platform layer connecting Virtual Agent, Agent Assist, and Insights.

CCAI Platform
💬

Dialogflow CX

Visual flow-based conversational agent design for voice and digital channels, with advanced NLU, entity extraction, and multi-turn dialogue management.

Virtual Agents
🎯

Agent Assist

Real-time AI guidance surfaced to agents during live interactions — knowledge articles, suggested replies, and smart post-call summaries.

Real-Time AI
⚡

Vertex AI

Deploying custom ML models and generative AI capabilities on Google's managed ML platform for automation and predictive contact centre use cases.

ML Platform
📈

BigQuery ML

Running machine learning models directly within BigQuery — enabling predictive customer behaviour analysis without moving data out of the warehouse.

Analytics ML
📄

Document AI

Intelligent processing of contact centre forms, case files, and customer correspondence using Google's document understanding models.

Document Intelligence
Technical Environment

Platforms & Technologies

Select platforms and technologies utilized in recent engagements, organized by practice area.

CCaaS & Telephony

Genesys Cloud CX Architect Designer CCaaS Architecture ACD / IVR WEM / WFM Omnichannel Routing Agent Copilot

Google AI & Cloud

Google CCAI Dialogflow CX Agent Assist Vertex AI Google Cloud (GCP) Cloud Run Document AI

Data & Analytics

Google BigQuery BigQuery ML Power BI Looker Studio SQL / PL/SQL PostgreSQL Oracle Development

Available for Contract Engagements

Looking for a CCaaS architect or Google AI integration consultant? Let's discuss your project requirements and how I can help.

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📍 Calgary, Alberta  ·  Available locally and remote across North America