successCX

CEO & Founder

Zendesk

Director of Customer Success

Presales Manager

BMC Software

Global Program Manager

Consulting Services Solution Manager

Senior Project Manager

Planwell Technology

Project Manager/Senior Consultant

Making CX work for your business!

Customer Experience Professional with a love of customer loyalty and red wine. 

Paul Bichsel

Tifansi

As the Director of Technology for Tifansi, a startup based in Melbourne, Australia, I am responsible for establishing and leading the Technology division, which includes Engineering, Corporate IT and Security. 

My role involves creating and executing strategies that drive rapid product development, enhance deployment quality, and optimise the company’s technological resources, ensuring a robust and scalable infrastructure.

In addition to strategic planning, I oversee all engineering activities to maintain high development standards. I manage Corporate IT to provide comprehensive support for business functions and establish security protocols to safeguard company and customer data. 

By mentoring and guiding the engineering and IT teams, I ensure the successful delivery of new initiatives. Furthermore, I implement cost-effective strategies and continuously optimise technological expenditures to maximise return on investment.

Director of Technology

Whispir

Create and execute on a strategy for platform hosting to enable speed to market for product initiatives, increased quality of deployments and cost optimisation of the companies cloud estate. 

Key aspects of this strategy are achieved via the introduction of automation via IaC and CICD capabilities and security first principles along with maximising the agility and overall reliability of the Whispir platforms through the introduction of Site Reliability Engineering.

In additional to this lead the Platform Engineering and Operations teams on a day to day basis, supporting the business in customer enablement activities and support our development and test teams in delivering new initiatives to our customers in a timely manner.

Director of Strategic Platforms

Induction Healthcare Group PLC

Following Induction Healthcare's acquisition of Attend Anywhere I led the combined businesses Cloud practice, evolving the cloud strategy to allow for hosting of Induction's suite of products using the same cloud framework on AWS allowing for single pane of glass observability across the stacks as well as a consistent IaC framework and suite of CICD pipelines

Global Head of Cloud and Reliability Engineering

Attend Anywhere

Lead the definition and implementation of the organisations cloud strategy during a time of intense scale up of the business due to the COVID pandemic. Attend Anywhere is a leading provider of video consultations for the healthcare industry with the National Health Service across the UK a major customer.

Head of Cloud

Accenture

Across a near decade long career with Accenture I operated across may different industry groups including Financial Services, PropTech, Health, Communications and Government as both a Technology and People leader as well as Infrastructure/Cloud Engineer and Architect. Working on both smaller agile engagements such as a serverless data lake solution leverage the best of AWS's managed services to larger programs of work including the build, launch and growth of a major property exchange solution I had extensive experience across the delivery lifecycle.

Delivery Lead A/NZ - Accenture/AWS Business Group

Senior Manager

Manager

Lloyds Banking Group

Tasked with producing interoperable and extendable software solutions tailored for the banks Telephony call centre environment. This involved designing and proposing software frameworks for developers to work within, conducting quality assurance reviews on mid-level platform designs and technical specification documents provided by offshore resources such as TCS (Tata Consultancy Services), and leading a team of offshore analysts and developers on individual projects. I frequently liaised with business representatives to address design issues, identified and suggested solutions to challenges encountered during study and development phases of projects, and ensured that analysis and design activities of the offshore community were compliant with CMM standards.

Platform Specialist

Lloyds TSB

	Carry out Quality Assurance reviews on Mid Level Platform Designs and Technical Specification documents produced by offshore resources from TCS (Tata Consultancy Services).
	Lead team of offshore analysts/developers on individual projects.
	Liaise with Business representatives regarding design issues.
	Identify and suggest solutions to issues arising during Study and DBT phases of projects.
	Ensure analysis and design activities of the offshore community are CMM compliant.

Subject Matter Expert

	Produce high quality Functional and Technical Designs
	Lead team of analysts/developers on individual projects.
	Liaise with Business representatives regarding design issues.
	Identify and suggest solutions to issues arising during Study and DBT phases of projects.
	Ensure analysis and design activities of myself and the developers community are CMM compliant.

Lead Analyst

 Produce high quality Functional and Technical Designs
 Liaise with Business representatives regarding design issues.
 Identify and suggest solutions to issues arising during Study and DBT phases of projects.
 Ensure analysis and design activities of myself and the developers community are CMM compliant.

Analyst

Produce high quality code for changes/enhancements to the Telephone Banking Agent application and conduct root cause analysis on production related incidents/problems and propose and develop code changes to resolve these issues.

Developer

As a forward-thinking Technology Director with over two decades of experience, an extensive portion of my career has been dedicated to the evolution of cloud computing and architectures. I have progressed through development, cloud engineering, architecture and leadership roles across the UK and Australian technology sectors.

My more recent career has been focused on employing AWS public cloud technologies, combined with Infrastructure as Code (IaC) and Agile methodologies, to design and implement effective cloud-first strategies. This has not just been about technological transformation but also nurturing agility and driving innovation within organisations, enabling them to scale efficiently and effectively in today’s dynamic business environment.

With a passion for demystifying complex technological challenges and a proven track record in leading teams and companies through their cloud adoption journeys, I spearhead strategic initiatives that drive tangible business outcomes. My aim is to enable organisations to fully leverage cloud technologies, ensuring they remain at the cutting edge of technological innovation.

taplio

The Battle

Paul Bichsel

Chris Chen-Hooley

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