Let's make CX simple and productive → Rufus D Manuel
About Me
An architect in the IT industry with over 13 years of experience in contact center technologies. Expertise in transforming the industry to the cloud through a cost-effective approach. Enthusiastic about life, design and innovation.
Skilled in identifying technical solutions, enhancing processes, evaluating vendors, planning projects, managing services, optimizing resources, and leading the technical teams across different regions.
- Strategic in migrating the contact center infrastructure to the cloud
- Assessing the legal and technical risks involved in CX transformation
- Profound expertise in assessing business continuity plans
- Identifying the right products to fulfill the business needs
- Enhancing the customer experience with innovative ideas
- Notable accomplishments in conserving CapEx and OpEx
- Technically adept at implementing CCaaS and UCaaS solutions
CCaaS & UCaaS
CCIE Collaboration #62655
rufus.d@live.com
Phone
+60 3 48 127 127
Location
Kuala Lumpur, Malaysia
Experience
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November 2024 - Present
Principal Solution Specialist - CCaaSDHL Express, Malaysia
Manage the transition of the contact center from on-premises systems to Genesys Cloud CX. Create and execute effective designs and solutions aligned with business requirements. Develop global contact center strategies leveraging cutting-edge automation and innovative methods. Assess products to enhance the efficiency of contact center operations.
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June 2018 - October 2024
Manager - Contact Center Ops EngineeringHerbalife Global Business Service, Malaysia
Design, implement, and oversee contact center solutions across APAC, China, EMEA, and India. Manage both on-premises infrastructure and Genesys Cloud CX platforms. Lead the technical team in migrating solutions across over 40 countries. Enhance operations with cost-effective strategies to achieve substantial savings in CapEx and OpEx.
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August 2011 - May 2018
EngineerServion Global Solutions, India & Malaysia
Design, implement and manage Cisco CCaaS and UCaaS solution in US, UK and Malaysia. Onboard customers to the CCaaS platform and provisioning the custom configurations. Manage UCCE, PCCE and UCCX instances across multiple countries and responsible to perform R&D on new contact center features and integrations.
Academia
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August 2007 - April 2011
Bachelors of EngineeringAnna University, India
Specialization in Computer Science at Kings Engineering College, affiliated to Anna University and AICTE.
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June 1993 - May 2007
SchoolingLoyola Matriculation Higher Secondary School
I did my entire schooling including the high school education at the same school with a specialization in Computer Science.
Skills
CCaaS
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Genesys Cloud CX80%
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Cisco Webex CC75%
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Amazon Connect50%
On-Premises
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PCCE/UCCE 90%
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UCCX80%
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UC70%
Soft Skills
Creative
Leadership
Communication
Optimistic
Past Clients
Hobbies
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Travelling
"I enjoy traveling as part of work as well personally. I enjoy visiting new places, exploring different cultures." -
Web Desiging
"Not a professional, but I do enjoy designing websites and editing videos. It's part of my university learning and I continue practicing whenever I get time. With the same passion, I created this portfolio." -
Badminton & Cycling
"Whenever I get time, energize myself with playing badminton or cycling. Not a tournament pro but I enjoy them much."