Wilfrido Perez
Toronto
Summary
Highly motivated Senior Technology Leader and skilled Director with over 20+ years of hands on experience as a technical product owner that oversees every phase of innovation, design and production for the Advice Centre channel with strong project management and decision-making skills. Brings comprehensive knowledge on integrating business requirements into technology implementations, strategic planning, technical operations and execution excellence to always enable channel innovation through transformational data tools and strategic roadmaps to drive strong positive impacts on business value.
Overview
18
18
years of professional experience
Work History
Director, Application Development & Delivery
CIBC
10.2022 - Current
- Technical Product Owner of Advice Center front-line solutions for over 40 LOB's, leveraging many technology stacks - web frameworks and SaaS applications putting in practice the best of Agile, Iterative & Waterfall delivery.
- Designed and architected the delivery of a modern data visualization tool leveraging Microsoft Power platform - including the implementation of a machine learning model for data classification- initial deployment focused on technical data, evolution/strategy includes aggregating data from multiple sources including Genesys, Variant, Cisco, etc. to drive AC operating targets and business value.
- Responsible for the current state, roadmap, business case and future strategic transformation of Advice Center and OMNI Channel Business applications - technology lead for all CIBC's Advice Center enhancements/innovation in partnerships with Senior leaders, Business, technology, Infrastructure partners and QA teams.
- Accountable for the delivery of the AC solution for remote onshore and offshore centers, enabling over 6,000 onshore and 1,500 offshore agents- integrating remote best working practices of people management change and technology into the business delivery - forecasted savings of over $5MM per year.
- Expert knowledge on ecosystem integration of vendor software, SaaS and custom applications in order to reduce the average handle time of AC agents.
- Technical Product owner of Business platforms leveraged by the Advice Center agents - including Genesys CX ( Chat), Salesforce ( CRM), Intradiem (WFM Automation), Nuance/Gatekeeper (Biometrics), Khoros ( Social Media), CTI, etc.
- Work closely with Business teams and architects to deliver transformational capabilities and overall strategy to enable digital channels to interact with customers through OMNI channels.
- Accountable for vendor contract negotiations, leading the designs of business driven projects and maintaining productive and collaborative relationships with Genesys, Bell, Telus International, Intradiem, RiverBed, etc.
- Responsible of a team of 20+ high performing employees.
- Recipient of 2022 Annual Achiever's.
Senior Manager, Contact Center Innovation
CIBC
01.2018 - 09.2022
- Business Continuity Plan lead for Contact Center - Architected, designed and delivered over 20 new solutions for Agent@home in support of emergency COVID-19 requirements.
- Standardized Teams Video, Chat and Voice collaboration features to agent population across 4 unique infrastructure environments.
- Led CIBC's Advice Center Window's 10 OS upgrade - successfully converting over 10,000 endpoints, improving business app overall and simplifying delivery with savings of over $4.5MM per year.
- Responsible of build and integration of many innovative technologies that improved the Advice Center Agent productivity - such as self-serve recovering tools and Auto diagnostic tools using Robotic technologies and Machine Learning with estimated savings of over $800,000 per year.
- Introduction of the first endpoint monitoring tool for the Advice Center of CIBC. This tool reduced the SLA for troubleshooting by approx. 80% and, for the first time, provided visibility, monitoring, and alerting into the AC user experience. The Estimated operational savings for this tool is $1MM per year.
- Technology lead managing a team of 30+ direct and indirect reports.
Senior Manager, AC Desktop & Channel Integration
CIBC
01.2012 - 12.2017
- Responsible of the development, support and technical oversight of application changes for the Retail desktops of CIBC (Advice Center, Branch & Back office), including new initiatives for which modern devices such as IPADs, signature Devices (Wacom), and Card Chip reader devices needed to be integrated into the desktop for crucial business functions.
- Technical Product Owner and Delivery Manager for two critical enterprise applications: Desktop Integrator (.Net, JS, WPF, WCF, WinForms, C#) and Channel Integrator (Mid-tier J2EE/Oracle/WebLogic)
- Lead the product strategy and the overall product roadmap for applications under my accountability.
- Set the technical direction for the team, work with the solutions architecture team to evolve the technical platform, and make appropriate technical choices.
- Accountable for Vendor management, including the definition of the technical and financial aspects of Requests for Proposals (RFP) and Statements of Work (SOW).
- Lead the integration of over 20 applications (Modern & Legacy) and peripherals on the life cycle of Business Desktop to simplify the integration, improve time to market of changes and improve user productivity.
- Led a team of 15 IT Professionals, including team leads, senior and intermediate .Net and Java Developers, Senior Test coordinators and Senior IT Consultants.
Manager, Advice Center Application Development
CIBC
03.2010 - 12.2011
- Lead the development and technical oversight of changes to a portfolio of 12 applications in the Retail desktops of CIBC (Contact Center & Branch)
- Represented the Technology team in high-level business requirements/client walkthrough.
- Analyzed business requirements to advise the business team of potential issues or problems.
- Conducted code inspections throughout the development phase and led development status meetings to address issues and ensure timelines were met.
- Lead a team of 8 IT professionals organized in two teams.
Technical Lead - Advisory Application Developer
CIBC
01.2008 - 02.2010
- Designed, developed and supported Secure/Multi-layers ASP.NET applications using Microsoft.NET platform including C#, ADO.NET, ASP.NET, Javascript, DHTML, XML, T-
- Lead Technical consultant for all SQL and Microsoft Reporting Services with a Microsoft SQL Server backend.
- Provided Technical support for different teams including support for Architects and Developers on several .Net technologies including ASP.NET, ADO.NET, WebServices, Microsoft SQL Reporting Services, and Microsoft SQL server.
- Lead a technical team of three senior developers in the development of software changes to a pool of eight Desktop and Web .net applications.
Senior . NET Developer
Emphatica Inc.
04.2006 - 01.2008
- Designed and developed many Secure/Multi-layers Windows & ASP.NET applications, using Microsoft.NET platform. Technology: C#, ADO.NET, ASP.NET, DHTML, XML, XSLT, T-SQL Ms. SQL Server 2005 and Microsoft Analysis Services as backend.
- Designed and developed a push engine to delivery reports to customers. This engine was integrated to the existing ASP.NET application, and in its first year sent over 500K reports. $500K avg per year and increased customer satisfaction.
Education
MBA - Artificial Intelligence
University of Fredericton
Fredericton, NB12.2024
Bachelor of Science - System Engineering
Universidad De Oriente
Venezuela08.2000
Skills
- Advice Center channel expert with 15 years of extensive industry experience
- Technology, Data Engineering & Transformational Leader
- Business Architect, project management & delivery
- Vendor & Relationship manager
- Data Science Analytics
- Artificial Intelligence & machine learning advocate
- Robotics process automation & process optimization
- System Integration at Enterprise scale
Accomplishments
Recipient of CIBC 2022 Annual Achiever
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Additional Information
Conferences:
Microsoft Ignite 2018 - Orlando, FL, USA.
QCon 2015, 2016 and 2017 - New York, NY, USA.
Timeline
Director, Application Development & Delivery
CIBC
10.2022 - Current
Senior Manager, Contact Center Innovation
CIBC
01.2018 - 09.2022
Senior Manager, AC Desktop & Channel Integration
CIBC
01.2012 - 12.2017
Manager, Advice Center Application Development
CIBC
03.2010 - 12.2011
Technical Lead - Advisory Application Developer
CIBC
01.2008 - 02.2010
Senior . NET Developer
Emphatica Inc.
04.2006 - 01.2008
MBA - Artificial Intelligence
University of Fredericton
Bachelor of Science - System Engineering
Universidad De Oriente