David Kapauan

Background

About David Kapauan

David is currently a Solution Consultant covering North America at Omilia Conversational Intelligence, a leading provider of Natural Language Understanding enabled IVR and natural dialogue interaction solutions. His focus is on Conversational AI platforms and has a passion for improving and simplifying the client journey across all customer channel touch points. David's primary responsibility is to lead discovery sessions with the North American sales team to uncover requirements and challenges and identify opportunities and recommend solutions with existing and prospective clients. David has been involved in all aspects of technical architecture and consulting in the contact center domain for most of his career. Prior to joining Omilia, David was Chief Architect and Distinguished Technologist, Advisor Experience Branch Network and Contact Centre, Technology & Operations at the Royal Bank of Canada. He was primarily responsible for current state and target architectures, technology strategy, standards, guidelines, common processes and infrastructure services in all areas of the bank's Contact Center and Branch Network. Before RBC, David was a Certified IBM IT Architect and a member of the IBM Contact Management Practice architecture team for many years, which assisted IBM clients in designing and developing industry-leading Contact Management, Customer Relationship Management and Contact Center solutions. David has over thirty years experience in IT involving contact center architecture, design and implementation as well as unified communication and networking technologies.