Contact Centre & CCaaS Service Design, Delivery Management and Transformation Consultant
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Contact centre–focused CCaaS service Design, Delivery Management and transformation consultant with 18+ years' experience delivering enterprise contact centre programmes across regulated and complex environments. Specialising in service design and delivery across voice and digital channels, embedding workflow automation, WFM optimisation, and governed AI adoption into live operations. Trusted to bridge between Operations, Stakeholders & Technology vendors to deliver practical, scalable solutions that perform under real world operational pressures.
Sprinklr CCaaS Service Designer & PM - Pegamento / Signify
(2025-04 - 2025-10)
Service Design lead for global delivery of Sprinklr CCaaS and AI-enabled digital engagement across 50+ countries, owning service delivery governance, platform integration, and operational readiness.
Sprinklr CCaaS CX Service Designer & Digital Solutions Consultant - Cx Ninjas
(2024-01 - 2025-01)
Designed and governed CCaaS delivery models for multi-market contact centre transformations, providing service design, delivery leadership, and technical advisory.
Service Now Omni-channel Service Designer - Mastek Ltd (Government Digital Services)
(2023-10 - 2023-12)
Genesys WFM Architect & PM - G4S Ltd
(2023-07 - 2023-08)
Genesys WFM Architect & PM - Teleperformance UK Ltd
(2023-03 - 2023-04)
Global Digital CX & CCaaS Delivery Manager - Philip Morris International
(2021-01 - 2023-01)
Directed numerous multimodal CX delivery projects across 30+ markets, spanning digital, social, and multi-vendor legacy contact centre platforms.
Capacity Planning Delivery Manager & BA - TruckTyre International
(2020-10 - 2021-01)
CaaS, Digital Channels & WFM Consultant - The Daily Telegraph
(2020-03 - 2020-08)
Global Genesys WFM Delivery Manager & Omni-Channel PM - HSBC Global
(2018-07 - 2020-02)
Led enterprise contact centre modernisation replacing 17 geographic legacy market systems with Genesys CCaaS and WFM solutions.
Contact Center Service Designer & BA - PRS for Music
(2018-04 - 2018-06)
Contact Center & WFM Delivery Manager - Flow Energy
(2017-10 - 2018-02)
CCaaS & WFM Delivery Consultant - PayPal - Dublin
(2017-05 - 2017-08)
Lead enterprise Architect for contact centre platform migration from Avaya to Genesys plus digital CX initiatives within global, customer-critical operations.
WFM BPO Delivery Manager - Eishtec
(2016-11 - 2017-04)
CCaaS Specialist & Digital Service Designer - Not on the High Street
(2016-06 - 2016-10)
Genesys SME & Delivery Manager - Cool Harbour
(2015-07 - 2016-05)
Resource Planning & MI Consultant - BGL Insurance
(2015-01 - 2015-06)
Head of Professional Services, Pre-Sales & Client Services - Silver Lining Solutions
(2012-01 - 2015-12)
Head of Professional Services, Pre-Sales & Customer Innovation - Proto-CallOne
(2007-01 - 2012-12)
Contact Centre Planning Specialist - Professional Planning Forum
(2006-01 - 2007-12)
Head of Workforce Planning - Thomas Cook Signature
(2002-01 - 2006-12)
Regional Head of Workforce Planning - BT Retail
(1995-01 - 2002-12)
AI Advanced Analytics & Prompt Engineering - Vanderbilt University
Certified Scrum Product Owner (CSPO) - Scrum Alliance
Genesys Engage WFM Professional - Genesys University
Sprinklr Certified Partner - Sprinklr
Prince2 Practitioner - Knowledge Academy
Contact Centre Management Principles (Distinction) - Open University
