Alex Macis
Los Angeles,CA
Summary
Dynamic and results-driven CX leader with over a decade of experience in designing, delivering, and optimizing contact center solutions for SMB and enterprise clients. Expertise in guiding more than 100 organizations through successful CX transformations, seamlessly migrating from legacy telecom infrastructure to advanced UCaaS/CCaaS platforms such as NICE CXone, AWS Connect, Netsapiens, and Five9. Proficient in AI integrations, omnichannel strategy, workforce optimization, and post-sale solution delivery, ensuring a holistic approach to customer experience. Strong negotiation skills and financial modeling capabilities complement a consultative engagement style that consistently achieves measurable business outcomes.
Overview
19
19
years of professional experience
Work History
Unified Communications Consultant
CIS
03.2019 - Current
- Built and scaled a boutique CX and VoIP advisory firm serving over 100 SMB clients, specializing in UCaaS/CCaaS transformation, cost reduction, and AI-enhanced contact center modernization.
- Collaborated with cross-functional teams to ensure seamless integration of communication strategies with overall business objectives.
- Oversaw change management initiatives related to telecom system upgrades or migrations, minimizing disruptions to daily operations.
- Conducted comprehensive audits on clients'' existing communication channels, identifying areas for improvement and recommending actionable steps for optimization.
- Coordinated efforts between various departments to streamline project timelines and avoid delays or conflicts in scheduling.
- Spearheaded the design and installation of new telecommunications systems, improving overall functionality and efficiency.
Director of Client Success (Contract)
POS360
06.2024 - 09.2024
- Support for enterprise communication systems, where I worked directly with business users and backend teams to plan and implement solutions that improved internal and external communication outcomes.
- Headed off issues and proactively implemented plans and actions to mitigate.
- Cultivated a culture of continuous improvement within the Client Success team by soliciting staff input on potential enhancements and leading change efforts accordingly.
- Managed a team of 6 department managers.
Sr. Service Delivery Manager
Zensar Technologies
06.2021 - 02.2024
- Oversaw the City of San Diego's migration from a legacy phone system to a modern cloud-based voice solution with AT&T. Led the transition from Cisco Webex to Amazon Connect for communication and call center operations, supporting over 18,000 employees across six departments, including the Mayor's Office, Parks & Recreation, and Fire Services.
- Negotiated down a $500K auto dialer proposal to $216K for the City of San Diego AWS Connect CX project, securing a preferred vendor relationship for 5 years.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
Service Delivery Manager
Broadvoice
01.2019 - 01.2020
- Support for enterprise communication systems, where I worked directly with business users and backend teams to plan and implement solutions that improved internal and external communication outcomes.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Supervised operations of 24-hour customer service desk staffed by 30 team members.
Telecom Manager
ServiceTitan
01.2017 - 01.2019
- Enhanced network performance by implementing strategic upgrades and maintenance procedures.
- Fostered a culture of innovation within the team by encouraging creative problem-solving approaches to complex challenges.
- Collaborated with cross-functional teams to ensure seamless integration of new telecom technologies into existing infrastructure.
- Managed budgets effectively, ensuring all projects were completed on time and within allocated financial resources.
- Provided exceptional technical support to end-users, resolving complex issues quickly and efficiently to minimize disruption to business operations.
- Reduced downtime for clients by proactively addressing potential issues through regular monitoring and troubleshooting.
- Led and directed a team of 15 technical professionals.
Carrier Relations and RespOrg Manager
CallSource
01.2007 - 01.2017
- Support for enterprise communication systems, where I worked directly with business users and backend teams to plan and implement solutions that improved internal and external communication outcomes.
- Enhanced customer satisfaction by addressing and resolving service issues promptly and professionally.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Developed comprehensive training programs for staff, resulting in increased proficiency and productivity within the team.
- Improved customer satisfaction rates by developing and implementing efficient issue resolution strategies.
- Negotiated favorable contracts with vendors, reducing operational costs while maintaining quality service levels.
- Streamlined communication processes with the implementation of advanced telecommunication systems.
- Built strong relationships with external partners such as vendors and consultants, leveraging their expertise to drive successful project outcomes.
- Evaluated RFP responses and set up favorable pricing.
Education
Bachelor of Science - Business Management
University of Phoenix
Woodland Hills, CACertified Amazon Connect Practitioner -
Amazon Connect
Netsapiens Platform Engineering -
Netsapiens Certified Partner
Telecom & VoIP Engineering -
Professional Development
Skills
- Proficient in Microsoft 365
- Azure integration management
- Microsoft Exchange administration
- Cloud-based telephony systems
- Experienced with collaboration platforms
- ITSM process optimization skills
- Knowledge of HIPAA and PCI standards
- Supplier relationship management
- Proficient in change management
- Documentation of processes
- End-user training
- Project oversight
- Effective team leadership
Accomplishments
San Diego AWS Connect Migration – Saved $284K in first-year platform cost through vendor re-negotiation and led rollout of custom outbound dialer platform.
Omnichannel CX Design for Nonprofit – Designed full-stack UCaaS + SMS/Chat flow, saving $3.6K annually, enabling WFM dashboards for real-time monitoring.
CIS CX-as-a-Service Platform – Built and scaled a recurring-revenue model offering custom UCaaS/CCaaS with end-to-end onboarding, support, and platform configuration.
Achieved 25% reductions in contact center hold times by introducing AI powered for self service tasks.
Timeline
Director of Client Success (Contract)
POS360
06.2024 - 09.2024
Sr. Service Delivery Manager
Zensar Technologies
06.2021 - 02.2024
Unified Communications Consultant
CIS
03.2019 - Current
Service Delivery Manager
Broadvoice
01.2019 - 01.2020
Telecom Manager
ServiceTitan
01.2017 - 01.2019
Carrier Relations and RespOrg Manager
CallSource
01.2007 - 01.2017
Bachelor of Science - Business Management
University of Phoenix
Certified Amazon Connect Practitioner -
Amazon Connect
Netsapiens Platform Engineering -
Netsapiens Certified Partner
Telecom & VoIP Engineering -
Professional Development
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