End-to-end Genesys Cloud CX platform implementation for a fintech client ? IVR architecture, routing logic, CRM integration and digital channel setup.
Designed and delivered a complete Genesys Cloud CX implementation covering IVR flow architecture, skills-based routing, and omnichannel digital engagement delivered on time and within scope
Integrated Genesys with Salesforce CRM to automate customer interaction workflows, reducing manual agent handling time and improving data capture quality by 25%
Produced full handover documentation and delivered admin training to ensure client team independence post go-live
Maintaining ongoing advisory engagement to support platform iteration and optimization based on live operational data
5 months
2025-11 - 2026-03
Genesys Cloud CX-Plattform
Genesys Cloud Product Owner
Genesys Cloud Product Owner
Owned the product backlog for the enterprise Genesys Cloud CX platform supporting voice and omnichannel interactions across multiple business units
Translated complex business and operational requirements from senior stakeholders into structured user stories with clear acceptance criteria and implementable scope
Led sprint ceremonies planning, backlog refinement, reviews and retros maintaining delivery velocity and full stakeholder visibility throughout
Collaborated with architects and engineering teams to evaluate technical trade-offs, document architectural decisions and define feasible platform solutions
Redesigned IVR routing logic and customer interaction flows, improving call handling efficiency and reducing average handle time by 15% across key queues
B.Braun, Melsungen (Germany)
11 years 10 months
2013-10 - 2025-07
Cloud Communication Platform
Founder & Product Lead
Founder & Product Lead
Self-funded SaaS venture, voluntarily wound down upon relocation to Germany. Enhanced a cloud-based international voice SaaS platform, scaling to 20+ people and processing millions of voice minutes per month across international carrier interconnects.
Defined and owned the full product roadmap for 12 years, making prioritization decisions based on carrier data, operational metrics and partner requirements shipping continuous platform improvements throughout
Architected core platform capabilities on IXC softswitch: SIP routing logic, failover handling, performance optimization, Automatic Monitoring and scalability for high-volume international voice traffic
Enhanced platform to process millions of voice minutes per month across carriers in Asia, Europe and MENA, maintaining 99.9%+ uptime SLAs throughout growth
Automated key billing, routing, and provisioning workflows, reducing manual operational effort by 60%+ and enabling the team to scale output without proportional headcount growth
Grew cross-functional team from 0 to 20+ across engineering, operations, and commercial functions; introduced Agileinspired delivery processes to manage parallel workstreams
Managed relationships with international carrier partners to ensure service reliability, negotiate interconnect agreements, and identify new product opportunities
Confab Telecom INC, Toronto (Canada)
1 year 11 months
2011-04 - 2013-02
NOC/ Technical Support
Telecom Engineer
Telecom Engineer
Monitored systems and managed technical incidents in a 24/7 network operations center environment
Troubleshot communication and connectivity issues across enterprise customer environments, supporting escalation to senior engineers on complex cases
PROFILE Technical Product Owner with 14+ years of end-to-end delivery experience across cloud communication platforms, SaaS infrastructure, and enterprise CX systems. Founded and scaled a cloud voice and messaging platform from zero to 20+ people over 12 years, owning the full product lifecycle from architecture decisions to commercial delivery. Transitioned into enterprise product ownership in Germany, most recently leading Genesys Cloud CX platform development at a global medical technology company. Combines deep technical fluency VoIP, SIP routing, API integrations, platform architecture with structured Agile delivery: backlog ownership, user story definition, sprint ceremonies, and cross-functional stakeholder alignment. Genesys Cloud CX certified. Proven ability to translate ambiguity into executable plans and drive platform improvements that deliver measurable business impact.
Einsatzorte
Einsatzorte
Berlin (+50km) Hamburg (+50km) Hanover (+50km)
Deutschland
möglich
Projekte
Projekte
2 years 4 months
2024-01 - now
Independent Consulting
Genesys Cloud CX Consultant
Genesys Cloud CX Consultant
End-to-end Genesys Cloud CX platform implementation for a fintech client ? IVR architecture, routing logic, CRM integration and digital channel setup.
Designed and delivered a complete Genesys Cloud CX implementation covering IVR flow architecture, skills-based routing, and omnichannel digital engagement delivered on time and within scope
Integrated Genesys with Salesforce CRM to automate customer interaction workflows, reducing manual agent handling time and improving data capture quality by 25%
Produced full handover documentation and delivered admin training to ensure client team independence post go-live
Maintaining ongoing advisory engagement to support platform iteration and optimization based on live operational data
5 months
2025-11 - 2026-03
Genesys Cloud CX-Plattform
Genesys Cloud Product Owner
Genesys Cloud Product Owner
Owned the product backlog for the enterprise Genesys Cloud CX platform supporting voice and omnichannel interactions across multiple business units
Translated complex business and operational requirements from senior stakeholders into structured user stories with clear acceptance criteria and implementable scope
Led sprint ceremonies planning, backlog refinement, reviews and retros maintaining delivery velocity and full stakeholder visibility throughout
Collaborated with architects and engineering teams to evaluate technical trade-offs, document architectural decisions and define feasible platform solutions
Redesigned IVR routing logic and customer interaction flows, improving call handling efficiency and reducing average handle time by 15% across key queues
B.Braun, Melsungen (Germany)
11 years 10 months
2013-10 - 2025-07
Cloud Communication Platform
Founder & Product Lead
Founder & Product Lead
Self-funded SaaS venture, voluntarily wound down upon relocation to Germany. Enhanced a cloud-based international voice SaaS platform, scaling to 20+ people and processing millions of voice minutes per month across international carrier interconnects.
Defined and owned the full product roadmap for 12 years, making prioritization decisions based on carrier data, operational metrics and partner requirements shipping continuous platform improvements throughout
Architected core platform capabilities on IXC softswitch: SIP routing logic, failover handling, performance optimization, Automatic Monitoring and scalability for high-volume international voice traffic
Enhanced platform to process millions of voice minutes per month across carriers in Asia, Europe and MENA, maintaining 99.9%+ uptime SLAs throughout growth
Automated key billing, routing, and provisioning workflows, reducing manual operational effort by 60%+ and enabling the team to scale output without proportional headcount growth
Grew cross-functional team from 0 to 20+ across engineering, operations, and commercial functions; introduced Agileinspired delivery processes to manage parallel workstreams
Managed relationships with international carrier partners to ensure service reliability, negotiate interconnect agreements, and identify new product opportunities
Confab Telecom INC, Toronto (Canada)
1 year 11 months
2011-04 - 2013-02
NOC/ Technical Support
Telecom Engineer
Telecom Engineer
Monitored systems and managed technical incidents in a 24/7 network operations center environment
Troubleshot communication and connectivity issues across enterprise customer environments, supporting escalation to senior engineers on complex cases
PROFILE Technical Product Owner with 14+ years of end-to-end delivery experience across cloud communication platforms, SaaS infrastructure, and enterprise CX systems. Founded and scaled a cloud voice and messaging platform from zero to 20+ people over 12 years, owning the full product lifecycle from architecture decisions to commercial delivery. Transitioned into enterprise product ownership in Germany, most recently leading Genesys Cloud CX platform development at a global medical technology company. Combines deep technical fluency VoIP, SIP routing, API integrations, platform architecture with structured Agile delivery: backlog ownership, user story definition, sprint ceremonies, and cross-functional stakeholder alignment. Genesys Cloud CX certified. Proven ability to translate ambiguity into executable plans and drive platform improvements that deliver measurable business impact.
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Im Bereich Freelancing
Im Bereich Arbeitnehmerüberlassung / Personalvermittlung