David Kapauan Email & Phone Number

Toronto, Ontario, Canada

Primary responsibility is to lead discovery sessions with the North American sales teams to uncover requirements and challenges and identify opportunities with existing and prospective clients. Deliver presentations and product demos to all levels of an organization. Develop proposed customer journeys and in partnership with the Sales Engineering team, build custom product demonstrations that showcase the conversational client experience. Work with the Omilia CCaaS partners with proposals and responding to RFPs/RFIs. Support the sales team in meeting revenue goals, while working as a part of the extended team on larger, more strategic opportunities with multiple resources from Product and Engineering.

Toronto, Canada Area

I was responsible for Contact Centre Technology, Branch Platforms, Customer Relationship Management (CRM), Smart ATM and Cards and Payments Technology. I also have architectural responsibility for natural language interfaces (NLI) / conversational user interfaces (CUI) across Personal & Commercial Banking.

Toronto, Ontario, Canada

The Lead Architect is a pivotal role within the EA Community of Practice. Each Application Development Executive has an assigned Lead Architect to cover their respective areas of responsibility. The Lead Architect acts as the ‘portfolio steward’ for their assigned Application Development Executive. The Lead Architect plays a critical role in leading key aspects of the transformation and ongoing operation for their assigned area. This role includes leading the development of current and future-state architectures as well as development of comprehensive roadmaps to ensure project investments are moving RBC in the direction of the articulated future-state.PRIMARY RESPONSIBILITIESIn partnership with the Lead Solutions Architect, act as the ‘portfolio steward’ for their assigned area of responsibility.o Develop, socialize, and maintain current and future-state architectures, rationalizing the portfolio of IT assets deployed within their LOB, and ensuring alignment with the LOB business strategy.o Develop roadmaps and help ensure IT investments are aligned with the future-state architectures.o Ensure that new projects / programs meet enterprise architectural and technology standards.o Work with Application Custodians to assess, document, maintain, and review Technology Health Check and architectural concerns.o Review and approve deployment of new App Codes and their retirement.o Maintain an accurate representation of the overall portfolio in IIPM.

Toronto, Ontario, Canada

♦ Responsible for current and target architectures, standards, guidelines, common processes and infrastructure services for Global Technology Infrastructure. The target architecture should maximize efficiency, reliability, security and agility and the Lead Architect must ensure it is consistent and aligned with the overall direction of RBC’s Enterprise Architecture. Provide ongoing assessment of current services and technologies and conduct gap analysis and recommend a roadmap.♦ Partners across IT and with assigned business line(s) to assess, research, and analyze business, technical and system needs in order to resolve business systems issues by recommending technology solutions that meet sponsor/stakeholder needs. Provide technical recommendations based on long-term IT organization strategy. Develops enterprise level infrastructure solutions including major enhancements and interfaces.♦ Ensures strategic alignment of applications, hardware and technology solutions with the goals of the business and enterprise technology architecture. Ensure that enterprise services are global, meeting the needs of consumers across all of RBC.♦ Provides ongoing assessment of service and technology portfolio to ensure that products are current, identify candidates for retirement or replacement, and to eliminate unnecessary duplication within RBC. Provides ongoing assessment of marketplace to track lifecycle of existing products and to identify emerging technologies.♦ Works collaboratively with other Lead Architects across the application group, the enterprise architecture group and the solutions architecture group to identify synergies and reusable infrastructure and components across the enterprise. Participates in peer reviews and shares skills, knowledge and practices with other

♦ Managed a team of 40+ IT consultants (IT Architects, Specialists and Project Managers) in the IBM Contact Centre Practice.

♦ Portfolio Architect for the IBM Account Application Services team and was responsible for the Generation Open (GenO) and Delivery Excellence initiatives for the account in Canada. GenO, known in the market as “AMS Co-Source Offering”, leverages social networking coupled with IBM tools (Lotus Connections, Rational Team Concert, Rational Asset Manager) and methods (Agile, UMF) to significantly improve solution delivery time-to-value. David worked on Gen2.O deployment for the IBM Account which focuses on Component Based Design, further enhancing strategic value of service offerings within IBM as they align to the IBM Enterprise Architecture and Process Framework (CIO Target Architecture Blueprint and Roadmap).♦ Solution architect for two large multi-callcentre skills-based call routing projects for a major telecommunications industry company using the Cisco UCCM (Unified Contact Centre Manager) product in a Nortel SCCS/M1 environment with IBM WebSphere Voice Response and a large transportation company using Avaya and Genesys platforms. Other technologies in the solutions included IEX TotalView workforce management, Witness quality monitoring, and Verint call recording.♦ Lead architect designing various CTI and IVR solutions for several IBM customers. This included a Nortel based solution using Symposium TAPI Server with PeopleSoft CRM and Periphonics VPS/is IVR and several Genesys based solutions.♦ Lead architect in deploying and upgrading a major Genesys CTI implementation for several call centres of a large insurance company in Toronto. The solution included deploying Skills-Based Routing (Universal Routing Server), real-time reporting (CCPulse), historical reporting (CCAnalyzer), CTI enabling their Symposium Open IVR and Elix Opus IVR applications using Genesys and deploying a Genesys enabled Siebel 2000 desktop (GPlus Adapter) to all their customer service representatives.

♦ Managed a team of about 10 IT Architects within the Contact Centre Practice.

♦ Responsible for the design and implementation of an offshore Call Center (Aspanet Resources) for a U.S. based Telecommunications client. Subsequently implemented a Voice over IP solution to lower the operating expenses of the offshore Call Center. Expanded the service to institutional clients who can gain substantial savings over conventional international long distance charges. Helped launch “I-to-I”, a consumer targeted Voice over the Internet product.♦ Designed/prototyped a business-to-business electronic mall using EDI over Internet technology. Worked on a number of E-Commerce and web-based application initiatives in cooperation LOTUS and CRM solution providers.♦ Designed/prototyped Web-based applications for a contactless smart-Card platform primarily for use in identification systems.

Systems Development♦ Responsible for the implementation of an imaging application (document management) and COLD (Computer Output to Laser Disk) storage to immobilize physical securities (stocks and bonds) in a FileNET/Oracle, JAVA, Visual Basic, and Forte environment. Part of the team that redesigned the workflow process and enterprise database aimed at improving the productivity of all back office operations.♦ Managed a team of systems analysts and programmers supporting all operations development, including investment banking, finance, and certain sections of the trading floor.

♦ Member of Enterprise Technology and participated in several major initiatives.

♦ Developed a remote application for the U.S. Savings and Retirement Services Division, written in Visual Basic, C/C++, and TCP/IP software components for the front-end and COBOL/CICS/DB2 for the back-end. Application was used primarily to submit and inquire contribution information for participants.♦ Worked on a “next generation” development platform initially based on JAVA and CORBA (and Message Queueing using MQSeries from IBM). BATA or Business Application Technical Architecture was a project aimed at architecting the future application development platform at Manulife Financial. Primarily involved in prototyping applications written in JAVA using ActiveX (and JavaBeans when available) and JDBC (similar to ODBC but for JAVA) to access relational databases such as MS Access, Sybase, and DB2. Architected and designed the MQSeries Interface between CICS/DB2 legacy systems and Internet Web-based applications.♦ Developed the MERLIN (Manulife External Remote Linkages) Client to be used by Insurance Producers to access network-based client/server-intranet applications, primarily through a Value Added Network (Compuserve) using PPP and TCP/IP (Network TeleSystems TCP Pro and FTP Software OnNet TCP). Back-end primarily NT Servers (file and print server) and UNIX (AIX) with Sybase databases.♦ Developed “desktop” standards and architecture in terms of operating systems (WFW, Win95, WinNT, and OS/2), protocol stacks (TCP/IP, SPX/IPX, and NetBEUI), and network integration (to MVS, VM, Unix,OS/2 Lan Server, WinNT Server, and Novell servers). Part of the team responsible for the design and testing of the desktop application communications interface (based on Winsock and APPC) and the “globalnetwork architecture” (based on WinNT Server, Unix, and TCP/IP).

♦ Developed a “remote desktop” solution based on the IBM 8235 / Shiva LAN Rover and the CISCO 2512 (for smaller branches) with the ability to support all our network protocols (NetBEUI, SPX/IPX including actual Netware, and TCP/IP). Primarily used to deploy our “standard desktop” to remote users and also used as a gateway to the Internet.♦ Provided application development architecture and support to the U.S. Individual Insurance Division which uses an Image/WorkFlo application based on FileNet WorkFlo, Visual Basic (and custom controls specific to FileNet imaging technology), Word Basic, WorkForce Desktop from FileNet, Oracle, and UNIX (AIX).♦ Project leader responsible for the conversion of software change control from PANVALET/PANEXEC to Endevor (formerly from Legent). Estimated 90% of systems converted in a span of 2 years. Responsible for the installation and support of various Mainframe systems software and development tools acquired by Manulife (primarily ENDEVOR, COBOL, ASSEMBLER, and SMARTTEST).; Information Systems♦ As a Technical Consultant, designed and developed application systems, mainly in the financial industry (Financial Technologies Inc. and U.S. Trust Co.). Application systems developed were Banking and Trust applications (remittance processing, accounting, and asset management) and Securities Processing (global custody, securities movement and control, and portfolio monitoring).♦ Project leader and lead developer for two large development efforts, one was a conversion from Assembler IMS DB/DC to COBOL II, the other was new development in COBOL II, CICS, and DB2.

♦ Member of the Marketing Department of IBM as a Systems Engineer.♦ Received HPC Award (Hundred Percent Club) twice during this period.

♦ Installed and supported several large mainframe systems (MVS and VM) including network (IBM 3705 & 3725) and banking systems (IBM 4700).♦ Conducted Joint Application Design (JAD) sessions, planning sessions, and participated in Business Systems Planning, primarily in conjuction with Financial and Government Industry customers.♦ Performed marketing support activities, including conducting technical and marketing classes. Attended technical training in Southeast Asia and in the U.S. to enhance marketing and technical skills.♦ Designated as country Large Systems and Engineering/Scientific support specialist. Heavy involvement with AIX (UNIX) and ORACLE, CICS and DB2.

Bachelor Of Science, Marine Sciences

High School