Jorge Tapia Email & Phone Number

Madrid, Es

Madrid Area, Spain

Leading the application of new technologies based on artificial intelligence to the Trace Comm Suite product.- Growing the innovation team.- Innovation roadmap evolution.

Responsible for applying new technologies to the Contact Center.- Chatbot prototypes using several frameworks like Dialogflow, Watson or Microsoft Bot Service.- Adding new channels like Whatsapp, Alexa, Google Assistant, Skype ...Helping the sales team to expand the Contact Center solutions from the phone to another channels, from the IVR to the intelligent assistant.

Leading the creation of new products in the company, increasing the width and depth of our product line, managing every aspect in their life cycle: development, usability, pricing, marketing and communication (external and internal).Roadmap definition integrating current and potential clients feedback and market trends, increasing product value each version.Transforming the company’s strategy from a service provider to a software company licensing its own products.Establishing a new line of business with recurring revenue.

Manager of IVR department in Contact Center unit. Resource management, hiring and headcount.Responsible for the implementation of IVR projects using natural language understanding in several clients and sectors like banking, telecommunications, insurance, air lines and utilities.Managing communication with the clients, both in project follows-up and new opportunities.Successful development of a new pay per use business model based on correct managed calls in IVR.Writing technical sections of new proposals and supporting sales department in defense meetings.

Responsible for development and deployment of natural language understanding solution in Vodafone’s IVR, using Genesys GVP, Nuance, VXML.Converting the project team into a software factory able to manage maintenance, change requests and new products.Building a new department for IVR projects that represents an stable new line of business for the company.

Design, analysis and development of IVR services for Banco Santander with Genesys and Nortel / Avaya platforms.Improvements to the platform, CTI integration with Genesys, voice identification and authentication.Working as a technical team leader and project manager for the IVR part in several projects.

Designing and developing a new platform to deploy voice applications with NLU in several languages.The main target was to provide the best quality possible using gathered knowledge in other channels (like web or email) and delivering a working solution as soon as possible.

Developing and improving the platform for providing voice services.High requirements about platform availability (99,99% attended calls SLA) and scalability (150 mill. calls every year).Nuance, RealSpeak, Java.

Developing smartcard applications for security, access control and digital signature in heterogeneous environments, from standalone devices to web applications.