Alessandro Benedetto

A hands-on Technical Architect and Lead Telecom Engineer with around 20 years of experience across enterprise telephony, contact centre engineering, CCaaS transformation, and large-scale migration delivery. Experienced in combining technical design with real-world implementation, helping ensure that complex customer service and voice platforms are scalable, resilient, and aligned with operational realities. Brings strong expertise across Microsoft Dynamics 365 Contact Center, Copilot Studio, Power Automate, Avaya enterprise telephony, Oracle ESBC, SIP routing, telephony integrations, and ITIL-aligned operational governance.

Has a strong track record of bridging architecture and engineering, translating solution intent into practical, supportable implementations across live production environments while guiding teams through deployment, troubleshooting, technical decision-making, and platform evolution.

Technical Architect & Lead Telecom Engineer at Concentrix (2019-01 – Present)

Operating as a hands-on technical lead across global contact centre modernisation, cloud migration, and enterprise telecom engineering initiatives. Combines technical design contribution with practical implementation across live production environments, helping ensure that platform decisions are operationally viable, scalable, and supportable.

• Contributed to high-level and low-level design activities supporting legacy-to-cloud migration initiatives across contact centre platforms.
• Designed and supported IVR workflows and ACD routing logic across contact centre platforms.
• Deployed and supported Microsoft Dynamics 365 Contact Center, Copilot Studio, and Power Automate capabilities.
• Managed high-availability Avaya Aura environments including ACD, SMGR, SM, CMS, and voicemail platforms.
• Configured Oracle ESBCs, secure SIP routing, and supported global DID procurement activities.
• Implemented Verint and SIPrec recording solutions.
• Led troubleshooting activities during Major Incident and BRC bridges in support of business-critical operations.
• Produced technical documentation and delivered knowledge-transfer sessions for operations teams.
• Played a key role in global contact centre transformation initiatives, bridging solution design with hands-on engineering implementation.
• Helped validate technical designs against production constraints, improving implementation realism and operational readiness.
• Contributed to platform modernisation and migration initiatives across voice, routing, telephony integration, and customer contact technologies.
• Strengthened operational continuity through hands-on troubleshooting and leadership across live support scenarios.

Network Engineer / Technical Consultant at Alascom (2015-01 – 2019-12)

Worked within a systems integrator and technical consultancy model, delivering network, VoIP, and telecom engineering services across multiple client environments in Italy. Supported implementation, migration, operational change, and service continuity activities across enterprise voice and network estates, with particular focus on telecommunications networks and IP technologies.

VoIP Network Engineer at Monte dei Paschi di Siena Bank (2016-01 – 2019-12)

• Delivered VoIP network operations within a business-critical banking environment.
• Contributed to VoIP architecture and operational activities within a NOC context.
• Managed incident resolution and MACD change activities on Cisco Call Manager environments.
• Supported SDH service-provider-side change management.
• Performed remote configuration of Huawei and Cisco routers, switches, and voice gateways.
• Managed telephony asset lifecycle activities and day-to-day voice platform operations.
• Contributed to maintaining stability and continuity of enterprise voice services.

Network Engineer / Coordinator at ENI Trading & Shipping (2016-01 – 2016-12)

• Delivered a short-term assignment supporting uptime across VIP and trading-floor environments.
• Led the network team in resolving VoIP, video, and Cisco network issues.
• Ensured service continuity for traders, directors, and executive-level users.
• Designed an Access-based asset management system.
• Planned and delivered a multi-office CEO streaming event.
• Managed high-risk network activities with project oversight.

ICT Specialist at SIRTI (2015-01 – 2016-12)

• Delivered provider network operations support across hardware management, customer support, and technician coordination.
• Contributed to network performance monitoring and operational service continuity.
• Supported day-to-day infrastructure operations within a telecom-focused environment.

Master's Degree in System, Networking, and LAN/WAN Management – Cefotec (2013-01 – 2014-12)

English Language and Literature (General) – AFGP Regione Lombardia (2010-01 – 2010-12)

Diploma in Electrical, Electronics and Communications Engineering – ITIS A. Panella (2001-01 – 2006-12)