Omar Martínez Email & Phone Number

New York, Ny, Us

Seattle, Wa, Us

In my current role at AWS, I excel as a key strategic leader, guiding cross-functional teams to establish new AWS regions globally. This involves:➥ Orchestrating the entire process of delivering capacity to internal and external customers, ensuring optimal balance and timely adjustments based on dynamic forecasts.➥ Pioneering operational model enhancements, resulting in a 45% increase in efficiency and a significant CAPEX reduction in data center costs.➥ Championing multiple successful AWS region launches, including in India, Tel Aviv, Zurich, Dubai, and Spain, solidifying AWS's global presence and growth.

St. Louis, Mo, Us

In this pivotal role, I led the software solutions department, focusing on AI and Development teams, where I:➥ Directed a transformative $9M Artificial Intelligence and Machine Learning initiative, achieving substantial monthly savings of $250K and marked improvements in customer experience.➥ Developed innovative AI bots to autonomously handle customer Rx requests, leading to a 42% improvement in NPS and CSAT scores.➥ Implemented a comprehensive Automation Ecosystem model, integrating workflows, actions, orchestration, and bots to enhance productivity and customer service.

St. Louis, Mo, Us

As the leader of the Tier 1 GENESYS Platform team, my responsibilities included:➥ Managing operations and support of all contact center tools and digital channels, handling nearly 2M IVR calls per day.➥ Launching the Refill-by-text initiative using GENESYS Composer, which significantly improved customer convenience during the COVID-19 pandemic.➥ Integrating Telehealth capabilities and achieving an 80% reduction in Critical Incident Mean Time to Resolve (MTTR), enhancing overall customer satisfaction.

St. Louis, Mo, Us

Hired to lead and establish the company's first Enterprise Monitoring Engineering Team. In this pivotal role➥ I led the teams to transform and provide a world-class monitoring capabilities➥ created alerting to bring visibility & awareness to maintain the reliability of business critical infrastructure, systems, network, and applications.➥ established 24x7 eyes-on-glass operational model, staffed to alert of potential severity 1 incidents and avoid business disruptions

Hired as consultant in various engineering and leadership capacities. Led successful integrations in Enterprise Monitoring, coordinated cross-team initiatives, built effective & high-performing teams to handle large implementations and software transformation.

New York, Ny, Us

Led an organization responsible for 24x7 global systems & applications in the USA, EMEA and APAC. Provided leadership for delivery of IT services, including strategic planning for all initiatives, effective controls to meet company policies as well as standards in order to generate optimal results for the company. Established and maintained a high-performing organization of professional, motivated and engaged staff utilizing effective training, performance management and career-development activities while leading them to achieve established business results and performance metrics. Build relationships with all stakeholders to prioritize successful delivery of enterprise strategies.