Guilherme Quelhos's Linkedin Analytics

Seasoned Contact Center Technology Consultant with 18+ years of experience delivering innovative solutions using contact center platforms and cloud-based technologies. With a strong track record in architecting and implementing cloud-based contact center solutions, incorporating cutting-edge AI features for the Conversational AI space. Beyond technical expertise, I have cultivated strong relationships with customers and partners, providing expert guidance on platform selection, solution design, and Proof-of-Concepts (PoC). My ability to drive business growth through strategic sales support, including identifying cross-selling and up-selling opportunities, scoping and defining Statement of Work (SoW), and orchestrating RFX solution responses, has been instrumental in my success. With a good understanding of the Digital Transformation and its impact on Customer Experience (CX), I have successfully applied AI technologies and other strategies to enhance customer interactions and drive business value. QUALIFICATIONS • Experience developing and deploying chatbots and voicebots on the Genesys Cloud and Google Cloud platforms, demonstrating expertise in Natural Language Understanding (NLU). • Define and position new Professional Services offerings, enabling Sales teams to articulate their value to customers. • Product management: building business cases and defining requirements for product enhancements. Able to respond to functional and technical requirements to a software solution. • Project management using PMBOK principles and Agile Methodologies as SCRUM and Kanban. • Successfully implemented real-time data synchronization solutions with CRMs (Salesforce and ServiceNow), leveraging REST APIs and advanced integration techniques. • Programming experience in C#, Java, JavaScript, Python, and various integration technologies. CERTIFICATIONS • Microsoft Certified: Azure AI Fundamentals • Genesys Certified: Genesys Cloud CX Professional • Google Cloud Certified: Professional Cloud Architect and Associate Cloud Engineer Dual-nationality: Brazilian and Portuguese, with the right to live in the UK permanently. While I do work at Genesys, all opinions are my own. Reach me if you have any questions.