Des Hartman Email & Phone Number

Sydney, New South Wales, Australia

I'm thrilled to take on the role of Senior Manager, Solutions Engineering at Twilio for the APJ region, where I lead an exceptional team, shaping the future of customer success. This includes:✅ Partnering with sales leadership to drive new opportunities and expand our customer base.✅ Fostering teamwork across functions to achieve shared goals.✅ Crafting scalable programs for growth.✅ Building, nurturing, and empowering high-performing Solutions Engineers in APJ.✅ Defining the technical strategy for effective solutions engineering in region.✅ Transparent communication and trust across the board✅ Providing support, daily coaching, and guidance.✅ Collaborating with every department to ensure customer success on our platform.

Sydney, New South Wales, Australia

As a Principal Solutions Engineer at Twilio, I enable customers to shape the future of communications. I deliver technical wins and build trust in Twilio solutions as a key member of the sales team.My hands-on, high-energy approach allows me to offer creative solutions and proactively resolve problems for customers and within the organization. This included demonstrations around incorporating Google Dialog Flow CX into Twilio Studio across multiple channels such as Voice calls, SMS, WhatsApp and Web chat. Utilising these skills I have been able to guide customers in the fast paced AI, chatbot environments, utilising tools such as LangChain, OpenAI and Vector databases to create knowledge specific chat bots.Prioritizing strong customer relationships, I create highly interactive and engaging demonstrations that align with their communication needs. By leveraging Twilio's powerful APIs, I guide customers towards optimal technical solutions. My extensive experience in pre-sales and technical expertise provide a solid foundation for recommending best-practice solutions and driving customer success.Furthermore, I took charge of the first large-scale implementation of Twilio Flex into one of Australia's top-tier banks. By navigating the initial stages of the RFP process and leading the defense, I ensured the project's success. Recognizing the importance of collaboration, I brought in additional technical expertise and assembled high-performing teams to drive the project to completion.These accomplishments highlight my ability to identify and implement cutting-edge solutions that address specific customer needs. Through my efforts, Twilio has made significant strides in revolutionizing communication experiences in various sectors, establishing our brand as a leader in the industry.

Sydney, New South Wales, Australia

My role consists of leading technical pre-sales relationships, proposing architectures, and conducting product demonstrations, communicating complex concepts to diverse stakeholders, from software engineers to CxO suite. My hands-on, high-energy approach allows me to offer creative solutions and proactively resolve problems for customers and within the organization.I participated in various company marketing hackathons, furthering our customer's understanding of our products. Skill span across Voice API, Messaging (SMS & WhatsApp), Push notifications as well as OTP & Verification services. I have also developed and been instrumental in building out various serverless Functions using Twilio products like Studio, Functions and Sync.I have played a pivotal role in driving innovation and successful implementations of key products. Notably, I spearheaded the introduction of Twilio for IVR and Agent Assisted Payments, leading to the deployment of the first and largest Agent Assisted implementation in Australia for a prominent government organization, where I developed various helper libraries.

Heading up the development and implementation of existing PCI DSS product lines and the day-to-day management of these products, to ensure their relevance and alignment with the CTO vision. The role encompasses all aspects of the product including the following key areas:- Documentation of Sales Brochures, Briefs & Presentations- Price & cost structures- Roadmap Management- Mangement of Development team, using Confluence and Jira tools- Sales Enablement- Sales and customer training on productsA key component of the role is exploring new technologies to provide unique and innovative credit "card not present" payment solutions that are PCI DSS compliant. This includes exploring technologies such as Webchat, SMS and notifications to offer enterprises omni-channel payments solutions.Managing a team of 7 people, consisting of Developers, Tester, BA and Sales Engineer.

North Sydney

Responsible for providing technical pre-sales support across all SecureCo PCI DSS products and services, with a focus on Australia & NZ, working closely with the Products & Sales teams to help articulate and document the value of SecureCo’s broad suite of products through the entire sales life cycle.Role includes Implementation of Semafone DTMF masking and payment solutions in some of Australia's largest enterprises, ensuring they achieve PCI DSS compliance. Working with customers to deliver credit card not present payment solutions covering Contact Centres, Secure Payments, Secure Hosting and Storage.A key component of the role is exploring new technologies to provide unique and innovative credit card not present payment solutions that are PCI DSS compliant. This includes exploring technologies such as Secure Webchat, SMS and notifications to offer enterprises omni-channel payments solutions.Solutions utilise traditional carrier CTS and Cisco Hyperflex private cloud and I also explored using newer UCaaS solutions such as Twilio and Amazon Connect to implement public cloud based PCI DSS compliant payment capture solutions.As an SE I provided key technical assistance to sales to ensure the product is correctly represented in a sale and that the technical differentiators are clearly articulated and defended. The role encompasses all aspects of the product including the following key areas:- Solution/RFP Documentation & Presentation- Product selection for PCI DSS solution- Roadmap & Feature request Input- Technical workshops & presentations including demonstrations- Documentation of Sales Brochures, Briefs & Presentations- Price & cost structures- Sales Enablement- Sales and customer training on products

Sydney

The product management role is primarily focussed on existing PCI DSS product lines and the day-to-day management of these products and ensuring the relevance of the products aligned with the CTO vision. The role encompasses all aspects of the product including the following key areas:- Documentation of Sales Brochures, Briefs & Presentations- Price & cost structures- Roadmap Management using Aha!, Confluence and Jira- Sales Enablement- Sales and customer training on productsA key component of the role is exploring new technologies to provide unique and innovative credit card not present payment solutions that are PCI DSS compliant. This includes exploring technologies such as Secure Webchat, SMS and notifications to offer enterprises omni-channel payments solutions.Solutions utilise traditional carrier CTS and Cisco Hyperflex private cloud and I also explored using newer UCaaS solutions such as Twilio and Amazon Connect to implement public cloud based PCI DSS compliant payment capture solutions.The Sales Engineer (SE) provides key technical assistance to sales to ensure the product is correctly represented in a sale and that the technical differentiators are clearly articulated and defended. The Sales Engineer role encompasses all aspects of the product including the following key areas:- Solution/RFP Documentation & Presentation- Product selection for PCI DSS solution- Roadmap & Feature request Input- Technical workshops & presentations including demonstrations

Sydney, Australia

Head of Telstra's International Voice products, leading a group of three product managers. Responsible for total portfolio of over $350m, focussing on three key markets:- Carrier: International wholesale, IPX, TDM voice, ITFS (Toll Free) and 3G/4G mobility roaming services.- OTT: Global SIP Trunking solutions for OTT wholesale opportunities providing Inbound Toll-free and Outbound international calling solutions.- Enterprise: Global SIP Trunking solutions for Multi-national enterprise customers, delivering local PSTN replacement, International dial in and call back solutions.Day-to-day leadership of a team of product managers providing overall architectural vision focussing on simplicity, accuracy and innovative solutions brought to market using newer Agile/DevOps funding and rapid product prototyping approaches.Current business case focusses on automating voice product lines by providing a "zero touch" orchestration framework interfacing with OTT & Enterprise customers using a well defined API and simple customer Web portal. This delivery focusses on voice aligned with Telstra's new programmable network architecture implementations.Key contribution is ensuring continued growth in product lines and modernisation of existing fixed and mobile product lines, aligned with APAC markets.

Sydney, Australia

Pre-sales support to the Sales Executive team, contributing to sales goals to meet divisional sales revenue goals. Presenting products and staffing booths at customer meetings, trade shows and trade conferences. Delivering technical and architectural responses to RFx documents. Participating in customer network design proposals. Documenting customer requirements and feedback to product management.First team in APAC to successfully sell our Interconnect solution to a major tier 1 carrier, Telstra GES. Architected a global VoIPX solution, replacing previous generation Ericsson NGN and Lucent TDM switches deployed at global locations. This also included introducing a Centralised Routing Engine (TITAN) from NetNumber to the solution.Key involvement with first mobile implementations in APAC region. Key technical resource involved in the Spark (New Zealand) virtualised VoLTE proof of concept, utilising OpenCloud and Clearwater IMS solution. Positioning and delivery of value proposition to Spark to ensure successful PoC. Also part of initial evaluation of VoLTE solutions for 2Degrees (NZ) and TPG (Aus) using Clearwater, OpenCloud and NetNumber HSS.Additional key accounts include iiNet where I architected a 45+ gateway national trunk network replacement and TPG, replacing a national network of 13 TDM and IP based trunk switches from Siemens and GenBand (Nortel) with a single clustered Metaswitch Call Feature Server solution. Both accounts being $3m+ deals.Some key achievements include being the top sales team in APAC, securing $15m+ in sales in my first two years, influencing product management to change licensing to a network wide sessions model and introducing Voice Network Design services to increase our value with customers by providing a full design service.

Sydney, Australia

- Product Development ManagerArchitected and delivered IVSTel Adaptiv product; a real-time Centralised Routing Engine and Fraud prevention system. Adaptiv provided near real-time CDR monitoring, reporting and alarming with multiple advanced LCR algorithms. Adpativ works across almost any routing device and to date we have delivered interfaces to GenBand S3 SBCs, ACME 3800/4500 series SBCs, Metaswitch CFS and Metaswitch Perimeta SBC adaptors.Managed a team of two developers in delivering the product from concept to successful sales at TPG and SNAP NZ (2 Degrees). This included all aspects of product management such as: Architecture Design, Testing, Documentation (Specs, Product literature and sales material), Road Map development and Pricing books.Java Development environment with MySQL backend and Pentaho Analytics engine providing customer big data reporting.- Senior Technical Presales EngineerSecond part of my role at IVSTel was design, implementation and documentation of Tier 1 inter-carrier network utilising 3rd party SBC, gateway and softswitch products from GenBand (NexTone), Oracle (ACME) and Metaswitch. Responsibilities include presentation, pre-sales and solution development and documentation.

Sydney Australia

Launched CarrierFX providing international telco carriers with a Web based portal to exchange rate sheets utilising a simple, repeatable upload algorithm to normalise all rate sheets to a common format.Carriers can then search and compare rates from all carriers in the community and download the rate sheet in the carrier's particular format, saving time and effort usually associated with converting different rate sheets. All development done in Adobe Flex, providing a rich web based GUI equivalent to a desktop application.

Sydney, Australia

Freelancing with focus on GenBand S3 (NextPoint SBC) partner presales, installation, consulting and training.- Senior Technical Presales EngineerResponsible for the design, implementation and documentation of Tier 1 inter-carrier VoIP solutions. Subject Matter Expert for the SBC and management platform (RSM) in the APAC region.Utilised my ability to match product and customer needs and provide detailed solutions. Highly skilled in taking complex requirements and turning them into feature requests back to engineering groups and product management within the organisation. Manage customer expectations and phased introduction of missing features.Key accounts included Telstra, Optus and Reach, where I designed, built and implemented multi country SBC nodes to switch their International VoIP traffic. The designs included interworking with various Soft Switches including Huawei 3000, Ericsson NGN, Cisco CCM, Nortel CS2k and Cantata Excel and IMG1010 equipment. I also developed networks in Singapore (SingTel), Hong Kong (CITIC, HGC) and Bangkok (ToT, CAT). Designed and Implemented a global SBC based switching network for Reach and Telstra International providing services for their GVoIP product line.Leading a team of 7 SEs to develop designs for complex VoIP networks in the APAC region, with my regional responsibility being AUS/NZ. Consistently met target within region with last target at $14m for the region. Only SE in region to have successfully sold Professional Services with each deal and provide customised advanced training courses to existing customers.With a background in Linux, J2EE and VoIP I was able to enhance the NextPoint offerings and extend the base functionality of the product. With my architectural understanding of voice and data network, middle-tier software I was able to effectively present the products to senior executives in a manner that outlined how they would succeed using our products.

Sydney, Australia

- Communications Consultant (pre-Sales Engineer)In a very short time became lead CC for more than 75% of top 20 retail corporate customers in NSW accounting for $23m annual revenue. Part of a team of four CCs in NSW for direct and indirect sales of all PowerTel products.Focussed on matching business goals with technical solutions and articulating solutions to senior executives through presentations and detailed documentation. Designed new network architectures for ATM, Frame Relay and Ethernet networks with migration of these existing networks to IP VPN routed networks. Successfully delivered complex network designs resulting in increased uptake of PowerTel VPN products.- VoIP Solution Architect (VoIP Strategy)Hired to specifically develop a PowerTel VoIP strategy in the Australian market. Successfully delivered the first strategy document outlining PowerTel product and strategy direction in reaching VoIP capability to Director of Networking and Technology group.

Sydney, Australia

- VoIP Programme Manager (Cisco Call Manager)Solution Programme Manager as part of a $30 million Westpac VoIP transformation programme outsourced to Telstra WCMT. Role included programme management of all aspects of the VoIP Solution Programme, including PMP, executive reporting, schedule, finance and resource planning.Managed the successful delivery and acceptance of the Westpac VoIP Converged Network and Cisco AVVID Call Manager Architecture design documents. Managed a solution team of eight Telstra designers, 3rd party vendors and Cisco Advanced Services technical teams in successfully delivering an enterprise level Cisco Call Manager Solution for a nine-site, 7500 user VoIP implementation currently being implemented in Sydney CBD.Developed and presented various programme related technical papers providing both technical and management level clarifications. Produced strategy papers outlining business impacts of recommended technical solutions utilised at steering committee executive management level.- VoIP Solution Programme Manager (BroadSoft)Hired to do technical due diligence on Telstra mandated BroadSoft IPCentrex solution. Successfully completed study, documented findings and affected the displacement of the mandated Telstra solution with Cisco Call Manager.

Boca Raton Florida

- Technical Lead – VoIPProvide overall technical leadership in implementing Next Generation VoIP network field trials. Worked in team consisting of Sales, Project Management and Subject Matter Experts, reporting directly to Senior Management.Successful rollout of first ever Siemens/BroadSoft IPCentrex field trial using SIP for VoIP services. Result was a successful rollout of VoIP trial at SBC (USA based telecom provider). Managed team of five engineers from Siemens and BroadSoft, providing status reports directly to executive management.- Senior Solution Designer - NextGen NetworksProvide integration solutions across all Siemens products into customer networks for NextGen voice and data services. Provide technical direction drawing on specialists from each product line as required.Delivered a $800,000 benchmark integration project of Siemens DSL, ATM switch and IP router products into existing Siemens EWSD voice network switch. Designed, tested and documented network leading an integration team of five people for highly successful and visible rollout of integrated solution.- 3rd Level Technical Assistance (xDSL)Designed, procured, installed and administered the first DSL TAC lab in the USA. Successfully introduced product with training of Siemens support staff on DSL. Designed and successfully commissioned the first EWSD DSL field trial in the US.