Jaime Gutierrez

Background

About Jaime Gutierrez

Telecommunication Engineer with 18 years’ experience in IT and Contact Centre technologies, such as Avaya, Genesys and AWS Connect. My role as Senior Voice Communications Engineer involves the development, deployment and operation of the Santander UK Contact Centre platforms, which are mainly powered by AWS and Salesforce, following the IT industry standards regarding DevOps tools and Agile methodology. I have also been playing the role of IT Manager for many years, which included both management and technical functions within the Voice Comms Team, such as dealing with projects and incidents, provisioning of infrastructure and services, and integrating new IT solutions, like cloud automation, Natural Language or Voice Biometrics capabilities, among others. In the past, I have been involved in the analysis, design, development and implementation of Contact Centre main system areas (IVR, PBX, CTI and Voice Recording), as well as its deployment and support (including change management, incident resolution, monitoring and follow up report generation - KPIs). All of these tasks have been developed within an international environment, across countries such as Spain, UK, Germany, Brazil, Mexico and USA.