/resume · v.2026

Boris Vargas

Senior Business Consultant · Conversational AI Architect
📍 Terrebonne, QC LinkedIn ↗ EN · FR · ES
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01 / Summary

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 track record of delivering multi-million dollar savings through complex automation and optimized customer journeys.

02 / Skills

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
Artificial Intelligence Business Analysis Customer Experience Auditing Pattern Recognition Data Visualization Project Management Agile Methodology Stakeholder Relations Coaching Python (Beginner)
03 / Experience

Professional Experience

Business Consultant · Conversational AI Architect

Jan 2023 — Present
TELUS · Montreal, QC
  • 2025 Project DeliveryManaged 29 enterprise-scale AI projects, delivering $2,000,000 in operational savings.
  • Voice Bot OptimizationReduced live-agent transfer rates from 12% to 6% (50% reduction) via iterative tuning.
  • Self-Service EnhancementIncreased Voice containment from 20% to 26%; achieved 70% containment for Chat bots.
  • Data-Driven MethodologyImplemented feedback loops using transcripts to eliminate "design by guessing."

Senior Business Analyst

Jan 2019 — Dec 2023
TELUS · 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 — 2019
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.

04 / Education

Education

AEC — Networking Specialization
LaSalle College, Montreal, QC
Cisco · Linux · C/C++ Systems
DEC — Computer Science
Collège de Rosemont, Montreal, QC
Programming · System Analysis