Jul 2023 – Nov 2023 · 4 mos

• During my time at Aircall, I played a key role in managing and evolving the telephony and routing SaaS products, leading development teams, and ensuring high-quality, timely deliveries. My role included strategic planning and the implementation of innovative solutions that positively impacted over 10,000 customers.
• Key Achievements:
• Defined and executed the mission, vision, trajectory and roadmap for both telephony and routing products.
• Collaborated closely with internal and external stakeholders to align product strategies with market needs.
• Created and defined a new routing product from the initial phases to launch, replacing an outdated routing system.
• Managed cross-functional teams, ensuring on-time and high-quality product delivery.
• Planned and led the large-scale rollout of products, impacting over 10,000 customers.
• Handled daily backlog management, prioritization of features, and coordination of sprint planning to align with business goals.

Aug 2021 – Jul 2023 · 1 yr 11 mos

Sep 2019 – Aug 2021 · 1 yr 11 mos

• Management and coordination of the deployment and post-production support of contact center platforms and tools related to customer service (IVR, ACD, Recording, Cognitive Bots, Speech Analytics, among others) for large-scale services. Support for the contact center deployment in different countries (Mexico, UK, Portugal), analyzing how the product responds to customer needs, coordinating with the supplier the necessary roadmap for the evolution of the product.
• Main tasks:
• Main interface between the final client and providers for:
• o Gathering of requirements with the end user, advice on the functionalities to be implemented and functional design.
• o Solve problems during the implementation phase
• o UAT design and management
• o Troubleshooting and incident management
• Management of several projects related with the digital transformation of the customer service platform in Mexico, Argentina and UK:
• o Implementation and training of a local team in the Speech & Text Analytics tool.
• o Tracking of improvements actions in the Workforce Management tool
• o Contact Center project deployment.
• Evolution and support to the global Contact Center as a service product (as CoE member):
• o Assessment of the current Contact Center solution to detect gaps and new product functionalities needed
• o Design of user experiences in accordance with the Bank's expectations.
• o Management and coordination of requests from different projects / countries for the evolution of the product.
• o BackLog creation and management and definition of priorities.

Jun 2018 – Sep 2019 · 1 yr 3 mos · Madrid y alrededores, España

• Management of the whole Fiber life cycle provision and operation:
• Tracking of installations and Customer trouble BackLog
• KPIS and SLA´s tracking
• Assessment and continuos improvement of procedures to increase the installations conversion rate.
• OutSourcers coordination
• Incident Tracking
• Management of the Whole Technical Customer Support Service life cycle:
• Optimization and improvement of detection and resolution processes
• Link between outsoucers and technical providers
• KPIS and SLA´s tracking
• Ticketing procedures optimization
• Contact Centre Technologies Management:
• IVR: Planning and Desing of new development and improvement, self-services, routing. Third party
• coordination for integration development.
• Network: Coordination, prevention, VPN, BackUp.
• Incident Tracking

Nov 2015 – Jun 2018 · 2 yrs 7 mos · Madrid

• Further the tasks mentioned above as a software analyst developer and Project Manager, with this new role I am responsible for coordinating the development team, helping to the team manager in the next tasks:
• Workload distribution
• Tasks prioritization
• Coordination of product updates with France team
• Problem management
• Planning with the delivery team the deployment to the production environment different projects
• Schedule the guards calendars of the development team

Dec 2014 – Nov 2015 · 11 mos · Madrid

• Analisys and development of contact center solutions based on cloud. IVR Project Management of important Spanish and LATAM clients. The main tasks were:
• ANALYST DEVELOPER
• Analysis, design, program and document of IVR Services (DTMF/ASR/TTS Menu, SelfServices, ACD Integration, PBX, Recording, Client Backed Integration, etc)
• Integration with payment gateways.
• Coordination with French Development Team.
• VOICE IP trace analysis
• Coordination and running of new services in production environment
• Investigate and resolve application functionality related issues and provide first level support and troubleshooting
• Corrective (resolution of technical incidents) and evolutive maintenance (new functionalities)
• Integration with other contact center platforms (Avaya, Genesys)
• Support on Linux and Windows environments
• Develop and execute test plans
• Ability to estimate new work (mainly enhancements to existing functionality)
• Produce technical documentation for new and existing specifications
• PROJECT MANAGEMENT
• Take of requirements with the end user, advice on the functionalities to be implemented and functional design.
• Management of integration and production deployments
• UATs design and management
• Service documentation
• Proposals design for service upsellings
• Project profitability management (Costs and Billing)
• Management and coordination with other suppliers

Apr 2014 – Dec 2014 · 8 mos · Aranda de Duero, Burgos

• I+D project, developing C++ embedded applications in ARM Linux based. The application manages the video control from IpCameras working with Opencv Libraries based on Multithreading. UART Communication, I/O GPIO access, ethernet comunication, sockets UDP/TCP.
• Developed on eclipse enviroment in Ubuntu 12.04
• Supportig in a Android project development based in Bluetooth technology

Apr 2011 – Nov 2012 · 1 yr 7 mos

• Build, testing and document of several projects, working with differents technologies depending on the client environment. The main projects I worked on were:
• Project : AHORRO CORPORATION. Date : Jun 2012 – Nov 2012
• Technologies : Persistence layer corporation saving project. Construction and maintenance of the database project, constructed using Jira, Toad, BBDD. Sybase, SQL, Talend, PowerDesigner,SVN, Struts2 SmartSVN.
• Description: Keeping the database and doing migrations based in Talend. Working in the persistence strut as well for manage the datas.
• Languages
• Spanish(native), English (Fluent bussines), Italian (Fluent bussines)
• Project : AWCIES Date : Sep 2011 – Jun 2012
• Description: Design and Construction of a Real Time Radar Conversion Utility for NATO, constructed using C++ based on Design Patterns (Gang of Four), Log4CPP, CPPUnit, StarTeam was used for versioning, traceability, requirements and issue tracking. Platform: Red Hat Enterprise Linux versions 5 and 6.
• Platforms: Windows, Red Hat Enterprise Linux versions 5 and 6, VMWare Workstation.
• Project : IBERIA.com Date : May 2011 – Jul 2011
• Technologies : Web application based on J2EE patterns, MVC, Jdk 1.4, JavaScript with Ext JS 3 Framework, AJAX, JQuery, JSP, HTML, CSS, Struts 1, Spring v3.0, SVN software versioning, Maven/mevenide and deployed on Sunone 6.1 SP4 servers. Development on Eclipse environment.
• Description: Development of new functionality (points vouchers) in the business strut, working with .actions, .java and good understanding .jsp
• Project : NATS Date : Jul 2011 – Sep 2011
• Technologies : BBDD. Sybase, Talend, PowerDesigner,SVN, Struts2 SmartSVN.
• Description: Working resolving incidents in business and persistence struts (back-end incidents)