Juan Manuel Rodríguez Valle

In charge of building and leading 3 practices: Services, Marketing and Commerce, with priority in the Contact Center as a Service space. Work with global teams to contribute in Assets, Accelerators and Point of Views focused on Customer Service. Experience in leading and conducting contact center maturity and capability assessments. Work with multiple CC & CCaaS vendors according to customer requirements.

Solution Architect for the CCaaS Delivery team supporting Pre-Sales and Design-Phases for New Customers’ Onboarding. Worked as the main point of contact to become a Service Delivery Partner for Amazon Connect. Collaborate in Sales Pursuit for large RFPs in the NAR market.

Independent CX Specialist for companies in the UC and CC spaces. Helping partners to develop migration paths for customers, implementing alternative solutions and migration tools to make Partners and partners’ groups more efficient and develop alternatives and opportunities for growth.

Focused on Amazon Connect operations for Latin America. The role focused on providing both Technical Governance for enterprise customers and thought leadership for internal teams through workshops to help them identify best-practices for implementation. Certified Associate Solutions Architect.

The role focused on creating and maintaining service offers. Similar to a product manager role responsibilities where the main product is an intangible service, we also manage software solutions and their associated deployment and maintenance. More recently I focused on subscription offers.
I managed offers associated with 10 of the most revenue-generating products, mainly in the Unified Communications and Collaboration space and two of them in the Contact Center space. At the end of the role focused on Cloud Telephony and Low Code solutions around IPaaS - Integration Platform as a Service.

Sales Specialist focused on providing Services Solutions comprising Implementation and Software Requirements gathering, Technical and Business Consulting, and Educational Services. This is an Individual Contributor Quota Carrying role, the main task is to generate new Professional Services Sales and Add Value to Product Point of Sales. Major successes were in Quota Achievements during the 5 years of work and key participation in the largest sold projects for México customers in the Telco and Banking spaces.

Technical Consulting and Presales Support for large enterprise communications and contact center solutions for CALA Region customers. The role focuses on providing Technical Governance for large implementation teams for complex projects by defining architectures, topologies, and detailed specifications during both the Pre-sales and Implementation processes. Major successes were to participate in the first largest SIP technology introduction for an important Transnational Bank in South America, Participation on the transformation of one of the largest Mobile Service Providers in the Caribbean and also Provided Consulting Guidance for Workforce Management in a 911 Federal Institution in Central America. The main outcome of influenced sales was growing the team from scratch to 3 FTEs through consultative selling.

Providing pre-sales and technical lead to Pricing and Implementation teams and Revenue Responsibilities. The role manages a medium-sized team of Consultants for Technical Delivery, Implementation, and Software Development and is also responsible for leading the Pricing Team for Professional Services. The major success was to manage merging activities of two services teams coming from Nortel and Avaya and being able to deliver over the execution of Revenue Recognition and Project fulfillment.

Sales support for UC and CC customers in the Financial, Retail, Government, TELCOs and BPOs. The role focuses on listening to the customer requirements on new, upgrade and additions projects for our Product Portfolio, the goal is to map the requirements into working solutions that combine Product Capabilities and Professional Services solutions to comply with an expected outcome, this is also a Quota Carrying role. In this role, I also had to be able to Present Solutions and demonstrate products to the End Users. High quota attainment during my first year in the Retail and Finance Sector, Participated in the first working demos of new technologies.

Customer requirements gathering, implementation, and software development for UC & CC product portfolio.

Started to work with particular CC Products due to my Software Development, and Telecommunications Background.

Some products were created using Common or Open Technologies so general concepts allowed me to quickly understand how the products worked.

I started as a Developer of WML applications during my first week and then moved on to other UNIX based products, then moving on as an expert of Predictive Dialers for the largest implementations in the Collections Segment for Auto finance, Credit Cards, and Mortgage customers.

I started to work with Edge integrations of innovative products in the UC space for own and 3rd party products.

I participated in the creation of monitoring and alarming software pieces where our products did not cover specific requirements for a large Telco customer.