Dec 2022 – Jan 2025 · 2 yrs 1 mo · Amsterdam, North Holland, Netherlands · Hybrid

• Working together with the most amazing people building something really good. I have the privilege of being part of multiple engineering teams on customer facing products and core and critical services, including:
• Service suite (inbox)
• Bird CRM
• Foundations, billing and accounting
• Incident Management and SRE
• AI
• Voice and Numbers
• Acquisitions (Toky, Pusher and 24s)

Sep 2021 – Nov 2022 · 1 yr 2 mos

• Leading SRE and QE teams for Flex. Build the teams from scratch, with presence in APAC, NAMER and EMEA. Provide alignment, visibility and vision on observability and quality platform for the whole Flex service.
• Together we defined and released the first Flex public SLA and built the infrastructure to support more than 300 engineers in terms of reliability and quality.
• e2e Testing framework
• Customer journeys and critical path with full visibility on system level SLOs
• First Reliability Scorecard
• Operability & quality
• 52 weeks roadmap
• Improved Flex resiliency reducing the incidents by 60% in 12 months and increasing MTTD and MTTR to provide a first in class customer experience.

Mar 2021 – Nov 2021 · 8 mos

• Senior manager of Twilio Flex Core Services powering the heart of Flex. This includes routing and the next routing service.

Apr 2019 – Mar 2021 · 1 yr 11 mos

• Manager of taskrouter [https://www.twilio.com/taskrouter] team in Flex. Out of the box, Twilio Flex provides a range of user interfaces for agents and customers, a visual flow builder, and pre-built routing logic that can be customized — from the look and feel to the flow and function.
• Flex builds the power of contact center as a platform on top of Twilio services.
• Leading engineering, I drive both architectural and product improvements, as well as
• accountability for delivering high quality and software excellence.
• Leverage my experience in cloud-based multi distributed HA services doing:
• Engineering leader for TaskRouter, Grew engineering team and having
• significant influence over the broader org of 50+
• Redesign the architecture and deliver a high quality product to onboard new customers, and scaling goal of 1B task per month, with 100K+ concurrent customers per day
• Run calibrations and performance, mentoring and career development plan
• Define roadmap, vision and strategy for taskrouter and alignment with Flex and
• Twilio
• https://www.twilio.com/docs/flex

Oct 2018 – Apr 2019 · 6 mos

• Engineering manager of Artificial Intelligence and Unified Communications. Leading the team and efforts designing and developing the new generation of call centers powered by AI. Design architecture, define the roadmap, technology and the product. Lead the analytics team and the partnership with industry leaders on AI like Google, Amazon and Salesforce.

Jul 2015 – Sep 2018 · 3 yrs 2 mos

• Dev Manager of MultiChannel Eng. team.
• Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based software to the cloud. With unparalleled expertise, technology, and ecosystem of partners, Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.
• Cloud, Contact Center, Call Center

Nov 2013 – Jul 2015 · 1 yr 8 mos

• Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based software to the cloud. With unparalleled expertise, technology, and ecosystem of partners, Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.
• Cloud, Contact Center, Call Center

Jan 2014 – Jan 2020 · 6 yrs

• Focusing on R&D projects and technology, exploring engineering opportunities and sharing knowledge and workforce.
• POC automatic price labeling service for groceries
• POC electric scooter in Madrid in 2015
• MVP voice recognition service for door lock security using AI
• MVP voice recognition security app for iPhone and Android
• AI modeling for bill recognition service. Used for detecting anomalies on bills and smart notification service

Nov 2011 – Nov 2013 · 2 yrs · San Diego County, California, United States

• [Acquired by Five9] SoCoCare delivers the market’s most intelligent and highly evolved Social Engagement solution for customer service and sales organizations. Our Social Customer Interaction Management offering, Social CIM, was designed specifically for customer care agents and supervisors with easy to use heads-up displays, dashboards and strong analytics for customer care. With Social CIM, your social customer care efforts are optimized for efficiency and customer satisfaction by eliminating spam and using advanced Natural Language Processing and Business Rules engines to help your agents engage with customers professionally. If you want to deliver a more dignified customer experience in the social realm, Social CIM is your best option.
• SoCoCare was acquired by Five9 October 2013!!!

Jul 2010 – Oct 2011 · 1 yr 3 mos · Greater Madrid Metropolitan Area