Sean Michael Gustafson
Saint Paul,MN
Summary
Contact center solutions leader with 12+ years designing and engineering IVR applications from simple prompt-and-record to enterprise-scale self-service systems. Expert in Cisco UCCE, PCCE, and UCCX with 7+ years delivering Webex Contact Center (WxCC) in hybrid and cloud-native environments. Recently built and now lead ConvergeOne’s WxCC practice, defining best practices, reusable components, and delivery frameworks, while driving innovation in cloud and AI-powered integrations.
Overview
12
12
years of professional experience
Work History
Practice Lead
ConvergeOne
11.2024 - Current
- Build and lead ConvergeOne’s WxCC practice, defining design standards, reusable components, and implementation frameworks to ensure every project is repeatable and meets quality benchmarks.
- Expand ConvergeOne’s practice into AI-driven contact center solutions, aligning methodologies with emerging technologies and ensuring teams are equipped to deliver innovative, future-ready customer experiences.
- Guide the team in adopting best practices and staying current with rapidly evolving cloud platform capabilities and weekly feature releases.
- Manage customer escalations, taking ownership of at-risk projects, diagnosing root causes, and driving recovery plans to restore timelines, quality, and client confidence.
- Continue to contribute as a senior contact center developer, designing and delivering complex, high-value solutions alongside leadership responsibilities.
Senior Applications Engineer
ConvergeOne
09.2013 - 07.2025
- Gathered customer requirements and created business design documents based on Cisco Contact Center statements of work.
- Implemented and validated solutions while supporting customers through user acceptance and production launch.
- Served as lead engineer on multiple contact center projects, coordinating work across small teams of 2–3 people.
- Designed and implemented IVA solutions in Cisco UCCE (CVP) integrated with Google Dialogflow ES, delivering comprehensive self-service capabilities that automate call routing, authentication, and transactional interactions.
- Scaled and optimized IVAs handling 50,000+ weekly customer sessions, ensuring high availability, robust error handling, and seamless escalation to live agents, resulting in improved containment and customer satisfaction.
- Product owner of C1’s Courtesy Callback which provides a quick to deploy scalable solution utilizing docker
- Lead development effort of new innovative products bringing in nearly $500,000 in 6 months.
- Designed custom contact center reporting in Cisco Unified Intelligence Center (CUIC) and Webex Analyzer to address stock reporting shortcomings utilizing custom SQL or GraphQL
- Configured and scripted Cisco Contact Center environments, including UCCE, PCCE, UCCX, WxCC and HCS.
- Lead training classes designed to allow Agents, Supervisors and Admins utilize their new Cisco Contact Centers
- Migrate organizations from on-premise contact centers to cloud-based Webex Contact Center (WxCC)
- Leveraged cloud services including Google Cloud Platform (GCP) and AWS to build custom contact center connectors and backend integrations.
- Built and deployed bots across WxCC and PCCE environments using native Cisco tools, Google Dialogflow, and LLM-based frameworks to enhance customer experience beyond traditional IVRs.
- Partnered with Cisco on product development initiatives and participated in quality assurance testing as a Cisco partner.
- Working knowledge of Avaya, Genesys, Amazon Connect platforms for the purpose of migrating to Cisco
- Built custom gadgets for Cisco Finesse and WxCC Agent Desktop to provide enhanced agent experience
- Product owner of proprietary office add-ins used to quickly document contact center designs according to best practices
Education
Bachelors’ - Aerospace Engineering and Mechanics
University of Minnesota
Minneapolis, Minnesota01.2013
Skills
- Languages & Frameworks
C#, Java, Python, JavaScript, NET, AngularJS, Bootstrap, MVC - Application Servers & Cloud
IIS, Tomcat, Cisco VXML Server, Nodejs, Cloud Run, Google Cloud Platform (GCP) - Databases & Data Integration
SQL Server, MySql, Stored Procedures, Reporting & Analytics (CUIC, Webex Analyzer, GraphQL)
- Tools & Development Environments
Eclipse, IntelliJ, Visual Studio, VS Code, Postman, VMware Player, Remote Desktop Manager, Microsoft Office, SQL Server Management Studio, Wireshark, Cisco Voice Portal Studio, Git - AI & Conversational Platforms
Google Dialogflow ES/CX, Cisco Virtual Agents, LLM-based frameworks, Google CCAI, Speech-to-Text & Text-to-Speech (Google) - Contact Center Platforms
Cisco UCCE, PCCE, UCCX, WxCC, IMI Connect, Amazon Connect, Genesys Cloud
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Practice Lead
ConvergeOne
11.2024 - Current
Senior Applications Engineer
ConvergeOne
09.2013 - 07.2025
Bachelors’ - Aerospace Engineering and Mechanics
University of Minnesota
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