Danilo Peguero

• Supporting Client: Toyota
• Develop comprehensive solution designs for contact center projects, harnessing Amazon Connect and associated tools
• Collaborate with stakeholders to grasp business requirements and translate them into efficient technical solutions
• Take the lead in implementing Amazon Connect-based contact center solutions, ensuring accurate configuration of components like Lex ChatBot, Amazon Comprehend, and Amazon Translate
• Design and construct contact flows through Blocks and SDK integration to elevate customer interactions
• Initiate the blueprint and construction of next-generation, contact centers, infusing cutting-edge technologies and best practices to optimize customer journeys and operational effectiveness
• Seamlessly integrate and configure Poly devices within the Amazon Connect Contact Control Panel (CCP), facilitating smooth agent-customer communication for heightened service quality
• Oversee the entire life cycle of contact center projects, starting from conceptualization and design through development, testing, deployment, and post-implementation assistance
• Maintain alignment with project timelines and objectives
• Continuously assess the efficacy of contact center solutions and spot opportunities for enhancement
• Implement incremental improvements to elevate efficiency, scalability, and customer contentment
• Social Security Administration – Remote Aspen & Morse Technology -Remote
• Cloud Contact center Architect
• UCCE/ Amazon connect Solutions Architect, SME
• Amazon Connect Contact Center as a Service (CCaaS/ Intelligent Contact Center)
• Describes a set of capabilities that can be leveraged by any application to Intelligently Connect any agent to any traveler or supplier, across any channel, powered by contextual travel data and Feedback loops between Agents, Suppliers and Travelers supporting all Expedia Group products and stages of the travel
• Capabilities include Voice Channel automation for travelers, suppliers and agents as well as setup and management to bring your own Contact Center and/or Agents on a per partner basis to reflect the partner's unique business model, Data Intelligence that learns and provides visibility for operational managements and surfaces strategic insights, Workforce Optimization capabilities that
• Pinpoint areas of excellence and improvements replicate successful interactions, and identify actionable feedback, and pluggable components to support integration with any Agent Tool powered by exposed APIs.
• Created strong relationships with key decision makers as trusted consultant of [Type] product line.
• Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.

• Dynamic technical lead with a strong specialization in security and networking, offering hands-on guidance for pre and post sales projects
• Known for designing and implementing efficient security solutions by seamlessly integrating customer-centric productivity tools and applications
• Serve as a technical SME and provide steadfast support to delivery engineers throughout all project phases, including project launch workshops, kickoff calls, and lessons learned
• Proactively mentor and lead a high-performance team (HPT) of solutions architects, driving innovation to continually elevate organizational performance
• Spearhead technical leadership and advocacy for Cisco Voice Collaboration, Cisco Network, Cisco Contact Center Connect technologies
• Collaborate closely with VP/CxO level customer stakeholders and OEM partners, enabling sales initiatives and cultivating customer loyalty
• Analyze client deliverables to identify strategic opportunities for enhancing the business pipeline
• Foster and maintain cross-functional relationships with partner network counterparts
• PROJECTS: Cloud Solution Pitch for Enterprise Client: Collaborated with the sales team to develop a comprehensive cloud solution proposal for a large enterprise client
• Presented technical aspects of the solution to C-level stakeholders, highlighting scalability, cost savings, and enhanced customer engagement
• Contributed to securing a $2 million contract
• Connect Contact Center Transformation: Led a significant contact center transformation initiative for a telecommunications firm
• Collaborated closely with clients to comprehensively grasp their challenges, conducted thorough technical evaluations, and proposed customized remedies
• Played a pivotal part in implementing a contemporary contact center ecosystem, yielding heightened agent productivity and elevated customer contentment levels
• Client-Specific Solution Architecture: Worked closely with a strategic client to understand their unique business requirements and challenges
• Developed a customized solution architecture leveraging AWS services and Salesforce, enabling seamless data synchronization and real-time analytics
• The solution contributed to a 15% improvement in sales performance for the client.

• Worked with developers and engineers to realize technological solutions.
• Maintained current and in-depth understanding of business processes, needs and objectives.
• Broke down technical ideas and issues into non-technical terms for business executives.
• Contributed heavily to product development lifecycle of both back-end and customer-facing solutions.

· Configuration of omnichannel contact center Building IVR Call flows within AWS Connect Platform Amazon Connect, Lambda, S3, Athena, Kinesis Configuring Custom CCP

· Working with these AWS Services - Contact Lens for Amazon Connect, Amazon Transcribe, Amazon Comprehend, Amazon Polly, Amazon DynamoDB.

· Working with AWS CLI and AWS SDK, writing Infrastructure as code using AWS CloudFormation, writing IAM Roles using AWS security best practices

· Develop and maintain IVR code, manage CI/CD pipelines for deployment into various environments

· Assess client requirements and contribute to the design of the appropriate architecture for the solution.

· Work both independently and within a team environment.

· Computer Science Fundamentals (data structures, systems design, algorithms, and problem solving)

· Working on development life cycle methodologies and frameworks (e.g., Agile/Scrum, waterfall).

· Call center/telecom implementation and operations experience.

· Serverless development experience including complex integrations with Lex, Lambda, Redshift, Aurora, Kinesis, and Dynamo DB.

· Software Development / DevOps experience with integrating contact center platforms, CRMs, WFMs, and AI.

· Building integrations across WFM, CRM, Unified Communications, and contact center solutions.

· Working in AWS core services, Linux, Docker, and Amazon EKS.

• Defined cloud architecture for both hybrid and non-hybrid cloud solutions.
• Identified and remediated single points of failure and security risks.
• Displayed sound understanding of standard networking protocols, virtual networks and load balancing.
• Developed and documented system security authorization boundaries for cloud-based solutions and client applications within cloud service.
• Recommended design changes to production systems in response to changing business process, capacity, risks and performance requirements.
• Collaborated with development and operations teams to develop practical automation solutions and custom modules.
• Interfaced directly with customers, stakeholders and end-users regarding capability architectures, requirements use cases and stories to derive, develop and decompose next-cycle updates and specifications.
• Provided solution designs to meet system strategies, capabilities and technologies and to respond to current and future business requirements.

Act as a subject matter expert on Amazon Connect, staying abreast of the latest enhancements, best practices, and industry trends. Offer counsel to the team and stakeholders on optimal platform utilization.

§ Develop comprehensive solution designs for contact center projects, harnessing Amazon Connect and associated tools. Collaborate with stakeholders to grasp business requirements and translate them into efficient technical solutions.

§ lead in implementing Amazon Connect-based contact center solutions, ensuring accurate configuration of components like Lex ChatBot, Amazon Comprehend, and Amazon Translate. Design and construct contact flows through Blocks and SDK integration to elevate customer interactions.

§ Leverage robust analytical and problem-solving competencies to troubleshoot challenges, uncover root causes, and execute efficacious solutions to uphold peak contact center performance.

• Unified disparate data structures and operating environments during revamps of processing facilities, data centers and more.

• Excellent communication skills, both verbal and written.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Proven ability to learn quickly and adapt to new situations.
• Proved successful working within tight deadlines and a fast-paced environment.

• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
• Established and oversaw performance targets for call center associates.
• Analyzed customer feedback to identify improvement opportunities and develop action plans.
• Implemented innovative service strategies to improve customer experience and engagement.
• Led daily team meetings to review performance, set targets and motivate staff.