Description

Customer expectations are evolving, and traditional contact centers can't keep up. I specialize in bridging the gap between top-notch customer experience, enterprise operations and cutting-edge AI. By leveraging Enterprise GenAI and Agentic AI, I help organizations build autonomous, intelligent systems that don't just deflect calls, but actually solve complex customer problems in real-time.

I’ve worked with Switzerland’s largest Health and P&C insurers, Banks & Public Sector Offices to reduce their Average Handle Time (AHT) by 30%+ while actively elevating the customer experience. From intelligent call deflection and scalable voice UX that works, to real-time agent assist driving next-best actions and cross-selling until e-mail handlers that integrate deeply with ERP systems—I don't focus on 3-month MVPs that quietly fail in testing. I help architecting resilient, production-grade AI systems that actually work in the real world.

Domaines d’expertise

Langues

Allemand
Bilingue ou natif
Anglais
Capacité professionnelle complète
Français
Capacité professionnelle complète
Espagnol
Capacité professionnelle complète
Chinois
Capacité professionnelle limitée
Russe
Capacité professionnelle limitée

Préférences en matière de lieu de travail

Accepte de travailler sur site

Zurich (jusqu’à 50 km)

StrategicAI GmbH
AI Consultant
BANQUE & ASSURANCES
octobre 2023 - Aujourd'hui (2 ans et 8 mois)
Zürich, Switzerland
Directed Enterprise AI Strategy and cloud transformations with strong FinOps focus across the finance, tech, and public sectors, partnering with C-suite executives to translate complex business bottlenecks into actionable, deployable tech roadmaps.

Architected and validated custom AI solutions—including complex, autonomous Agentic AI & RAG workflows—successfully guiding initiatives from initial executive buy-in and rapid Proof of Concepts (PoCs) through to full-scale, stable production deployments.

Led the end-to-end delivery of complex cloud architectures across major hyperscalers (Google Cloud, Azure, and AWS) and enterprise telephony platforms (Genesys Cloud and Cisco), seamlessly coordinating distributed teams of global technical experts alongside vendor engineering teams.
artificial intelligence Agentic AI Business analysis customer service Cloud architect
Adnovum AG
Head Conversational AI
HIGH TECH
février 2022 - septembre 2023 (1 an et 7 mois)
Zürich, Switzerland
Enterprise AI Architecture & Integration: Architected and deployed production-grade LLM/RAG infrastructures and complex Contact Center AI (CCAI) integrations (utilizing Dialogflow CX, Vertex AI, and Cloud Run). Successfully bridged modern cloud AI with legacy Genesys and Cisco telephony environments for Tier-1 Swiss Banks and top-3 Insurers.

Product Engineering & Scaling: Led the technical execution to transform a basic voicebot MVP into a comprehensive, highly secure, and multi-tenant Conversational AI cloud architecture, ensuring strict data compliance and low-latency performance for enterprise clients.

Agile Delivery & Team Leadership: Built and directed a globally distributed engineering and consulting team of 7 (across Switzerland and Portugal). Enforced rigorous Agile/Scrum methodologies to guarantee fast, high-quality, and reliable project delivery across highly regulated public sector and financial domains.

Cloud Cost Optimization & Efficiency: Conducted technical audits and structural cost-cutting initiatives on existing architectures, optimizing LLM inference efficiency and cloud consumption overhead for live enterprise deployments.
artificial intelligence Cloud architect Team management IT Architecture Google cloud
HWZ Zürich
Lecturer in Conversational AI
EDUCATION & E-LEARNING
septembre 2020 - Aujourd'hui (5 ans et 9 mois)
Zürich, Switzerland
Corporate Enablement & AI Training: Leveraged academic experience teaching BSc/MSc AI Fundamentals to design and deliver hands-on, rapid-prototyping workshops. Proven ability to upskill enterprise engineering teams and bridge the knowledge gap between technical builders and business stakeholders.

Executive Keynotes & Strategic Evangelism: Recognized industry speaker delivering applied GenAI keynotes for Tier-1 brands (e.g., UBS, Raiffeisen, Switzerland Tourism). Expert at demystifying complex LLM architectures, AI governance, and ROI for C-level and board-level audiences.

Curriculum Architecture & Change Management: Co-designed the comprehensive "Digital Business & AI" Bachelor's program at HWZ. I directly apply this curriculum-building expertise to help enterprises design internal AI adoption frameworks and long-term tech transformation strategies.
artificial intelligence education designer Training Change Management Agentic AI