Leadership, Architecture & Transformation
Portfolio roadmaps, target operating models, vendor selection, security & compliance reviews, and executive narration that aligns teams.
Fractional Leadership · Architecture · CX Engineering
30 years on the ground. Strategy to execution — without the overhead.
Independent contact center architect and AI strategy consultant. On-site, embedded, and hands-on across every major platform — from ICM/CVP scripting and clinical Epic integration to agentic AI workflows and C-suite alignment. No bench. No handoffs. Just results.
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.
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.
26 years of independent consulting delivered on-site, embedded with clients across every major vertical — financial services, telecom, healthcare, retail, energy, and government. Every engagement personally delivered across North America, Europe, Asia Pacific, Middle East, Africa, and Latin America.
Selected clients include American Express, Barclaycard, TD Bank, Vodafone, Vodacom, Bell Canada, T-Mobile, BT, NHS, Apple, IBM, Overstock.com, Scottish Power, TXU, Air Canada, and OnStar (GM) emergency response infrastructure. Some client relationships span decades. I don't disappear after go-live.
Get in touch
Let’s talk about your roadmap
Quick facts
- HQ: Houston, Texas · Remote‑first · On-site available globally
- Focus: Leadership, architecture, CX/contact centers, AI
- Platforms: Cisco PCCE, Genesys, Amazon Connect, NICE
- Security: HIPAA/PCI/CJIS aware · BCP/DR planning
- Replatforming & Net-New Builds
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