Calvin Minton

Background

About Calvin Minton

My name is Calvin Minton, and I am a Solutions Architect specializing in Genesys Cloud and AI-powered customer engagement. With over 20 years’ experience in designing, implementing, and optimizing enterprise contact center solutions, I focus on leveraging Genesys Cloud’s advanced capabilities—including AI Prompting, digital assistants, and conversational voice/chat bots—to deliver seamless, omnichannel experiences.I have led architecture and deployment projects, integrating self-service speech-enabled IVR, inbound/outbound skills-based routing, and digital channels such as chat, SMS, and email. My expertise includes designing and managing AI-driven bot flows, utilizing Genesys AI Guides and Studio for natural language virtual agent development, and orchestrating predictive engagement and journey analytics for real-time customer insights.I am deeply involved in the deployment and optimization of voice and chat bots, including Genesys Virtual Agent and custom digital assistants, to automate routine interactions, improve first-contact resolution, and enhance customer satisfaction. My work includes architecting solutions for agentic AI.I am passionate about using AI and intent mining to surface actionable insights, accelerate bot design, and personalize customer journeys. My technical background spans VoIP, SIP, and modern telephony protocols, ensuring robust integration between voice infrastructure and cloud-based AI solutions.