Professional Summary
Strategic Senior Business Consultant and Conversational AI Architect with **23 years of evolution at TELUS**. Specialized in transforming customer experiences through data-driven AI solutions, shifting from intuition-based design to empirical, conversation-led learning. Expert in **Dialogflow CX** and **Genesys Designer**, with a proven track record of delivering multi-million dollar savings through complex automation and optimized customer journeys.
Core Competencies
Conversational AI
- • Dialogflow CX & Genesys
- • Intent Modeling & Tuning
- • Voicebot/Chatbot Design
- • LLM Prompt Engineering
Strategic Analysis
- • CX Transformation & ROI
- • Digital Containment Strategy
- • Journey Mapping & Gap Analysis
- • Functional Requirements
Platforms & Tools
- • Salesforce & ServiceNow
- • Jira & Lucidchart
- • Remedy/ARS
- • API Integration Basics
Professional Experience
Business Consultant | Conversational AI Architect
Jan 2023 – PresentTELUS (Montreal, QC)
- 2025 Project Delivery: Managed 29 enterprise-scale AI projects, delivering $2,000,000 in operational savings.
- Voice Bot Optimization: Reduced live-agent transfer rates from 12% to 6% (50% reduction) via iterative tuning.
- Self-Service Enhancement: Increased Voice containment from 20% to 26%; achieved 70% containment for Chat bots.
- Data-Driven Methodology: Implemented feedback loops using transcripts to eliminate "design by guessing."
Senior Business Analyst
Jan 2019 – Dec 2023TELUS (Montreal, QC)
- • Provided strategic KPI dashboards to executive leadership for wireline and wireless delivery.
- • Directed high-priority escalation teams of 20+ staff, focusing on performance coaching and operational recovery.
Evolutionary Tenure at TELUS
2003 – 2019Roles: Customer Implementation Manager | Network Support Analyst
Managed complex legal and CCTS disputes; provided technical support for ADSL/TELUS TV infrastructure and mobile ecosystem connectivity. Supported enterprise data network fallout and outage reporting.
Education
AEC - Networking Specialization
LaSalle College, Montreal, QC
Cisco Networking, Linux, C/C++ Systems
DEC - Computer Science
Collège de Rosemont, Montreal, QC
Programming, System Analysis