Fractional Leadership · Architecture · CX Engineering

Strategy to Execution — without the overhead

Hands-on advisory and build services across leadership & enterprise architecture, and customer experience/contact centers with AI, analytics, and reporting.

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Focus Areas

Leadership & transformation programs
Enterprise & contact center architecture
AI in CX: intent, QA, and routing
Operational analytics & reporting
Replatforming & Net-New Builds

Product categories we cover

Legacy ACD/PBX
Prem/Cloud Enterprise (e.g., Genesys, Cisco)
Cloud-only CCaaS (e.g., Amazon Connect, NICE CXone)

Patterns: IVR/IVA Routing QM/WFM Data/Reporting

What we do

Advisory you can ship

Two complementary tracks — one executive and architectural, one CX engineering — plus sleeves‑rolled‑up build support so strategy doesn’t stall in slideware.

Leadership, Architecture & Transformation

Portfolio roadmaps, target operating models, vendor selection, security & compliance reviews, and executive narration that aligns teams.

CX, Contact Centers, AI & Reporting

Routing design, IVA/IVR, analytics, QA, WFM, and AI‑assisted coaching. From proof‑of‑concept to production hardening.

Hands‑On Delivery

Architecture runbooks, build scripts, dashboards, and knowledge transfer so your team owns the outcome.

Practice areas

Where we plug in

Leadership · Architecture · Transformation

Enterprise reference architectures (cloud, hybrid)
BCP/DR strategies and compliance (HIPAA, PCI, CJIS)
RFP/RFI support and vendor scorecards
Program governance & KPI frameworks

CX · Contact Centers · AI · Reporting

Journey mapping & capacity modeling
IVA/IVR design (NLU intent, flows, analytics)
QM/WFM + coaching loops with AI assist
Operational dashboards & data pipelines

Hands‑On Capabilities

Build/config: Cisco PCCE, Genesys, Amazon Connect
Detailed Contact Center Reporting & QA integrations
SQL/ETL for contact center data marts
Security reviews, runbooks, and knowledge transfer

How we work

A clear path from kickoff to scale

1 · DiscoverStakeholder interviews, baseline metrics, and opportunity sizing.

2 · DesignArchitecture & journey designs with measurable success criteria.

3 · PilotTest in a controlled scope; validate metrics and operating model.

4 · ScaleHarden, document, and hand off with governance and dashboards.

About

Experienced. Calm under pressure. Outcome‑driven.

Led complex rollouts across telecom, healthcare, public sector, and global BPOs. Known for pragmatic leadership, clean architectures, and shipping what matters.

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Let’s talk about your roadmap

Quick facts

HQ: Texas · Remote‑first
Focus: Leadership, architecture, CX/contact centers
Platforms: Cisco PCCE, Genesys, Amazon Connect, NICE
Security: HIPAA/PCI/CJIS aware · BCP/DR planning
Replatforming & Net-New Builds