Paul Wilson Email & Phone Number

Auckland, NZ

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

• Spearheaded an Agile transformation for 70+ engineers (75% contractors), transitioning from waterfall to Scrum and CI/CD methodologies, achieving 93% on-time Jira completion, ensuring efficient project delivery
• Onboarded and trained newly introduced IT personnel, achieving 99.76% serviceability, and resolving 5,000 tickets.
• Optimized delivery speed, personnel allocation, and technology choices, leading to significant cost reductions of $9M over 2 years.
• Built strong partnerships with key vendors, accelerating project delivery by over 50%, reducing re-work and improving quality of code.
• Collaboratively drafted future transformation roadmaps and secured ongoing client engagements, with the aim of reducing operational costs by $12m.
• Migrated from waterfall to Agile (Scrum and Kanban), improving project flexibility and reducing time to market from 6 months to 3 to 6 weeks.

Auckland, New Zealand

• Became Canzuki in 2024 **Helped clients navigate their UCAAS and CCAAS journeys, empowering them to gain deeper insights into their user experience (UX) and employee experience (EX). Leveraged customer data (CX and EX).
• Successfully implemented cost-reduction strategies for major clients based on CX & EX insights, achieving a 10% operational expense decrease for a major sports betting company’s Contact Centre.
• Delivered impactful projects: Directed a number of $100K plus projects, driving significant UX & EX improvements for enterprise clients.
• Leveraged expertise in Genesys, APIs, Webhooks, C#, Linux, Dockers, Power BI, SQL, Elasticsearch, BI, Data Warehousing, Azure, and AWS to achieve a 15% cost reduction for the business.
• 30% Year on Year Growth of Revenue.

New Zealand

• Co-founded a successful analytics joint venture, generating $1M in revenue within 5 years.
• Integrated 130+ data sources and CX CCAAS data for comprehensive customer insights and journey mapping.
• Delivered a 95% reduction in processing time: Analysed voice, speech, and sales data for 300K users daily (previously 1 day).
• Increased sales by 40%: Developed a scalable, cloud/on-premises solution for diverse customer needs.
• Boosted revenue by 75%: Implemented modular pricing with data access and managed services.
• Bootstrapped to profitability and successful acquisition: Achieved $1M+ revenue and secured a sale in March 2022.

Auckland, New Zealand

• IT Transformation Leader: Streamlining Infrastructure and Empowering GrowthSpearheaded the virtualization of aging IT infrastructure, migrating ancillary services to the cloud for increased efficiency and scalability..
• Reduced password complexity: Implemented cloud-based Single Sign-On (One Domain), eliminating 10-15 passwords per user.
• Negotiated cost-effective contracts: Secured improved supplier deals and optimized resource allocation.
• Boosted application uptime: Increased on-premise application reliability to 99.999% (5 nines).
• Enhanced IT governance: Introduced ITIL-based processes for ticket management, change control, BCP, DRP, and metric/financial reporting to the executive team.
• Reduced service deployment complexity: Replaced aging hardware with Azure services, achieving cost savings and flexibility.

Sydney, Australia

• Played a pivotal role in the Telstra acquisition of NSC (2013), driving seamless integration across IT, facilities, and operations.Key Achievements:
• Due diligence: Led the IT and facilities due diligence, ensuring NSC's integrity while aligning with Telstra's goals.
• Remote contact center: Designed and implemented a virtual desktop-powered contact center (Avaya, Citrix, Broadsoft TIPT, Microsoft), enabling faster staff integration and significant cost savings.
• Multiple acquisitions: Supported data center provisioning, staff relocation, and network security improvements for two additional acquisitions.
• Custom application development: Filled system gaps with custom.NET applications, conducting requirement analysis, design, programming, testing (Nunit), and user acceptance testing. Secured deployment and maintenance.
• Private cloud management: Maintain a private cloud for legacy NSC platforms (telephony, hypervisors), ensuring customer assurance application functionality

North Ryde, Sydney Australia

Working on projects to increase automation, revenue and reducing costs, whilst maintaining the size of the IT team during a period of rapid growth. The first Alarm automation project rolled out in January 2011, and achieved significant cost savings over a 12-month period in overtime costs alone. Redesigned the Wide Area Network, moved the data centre from.

North Ryde, Sydney, Australia

Looked after the Services Operations team in Sydney and a number of on site staff. Liaising with other departments and the Service Engagement managers to provide the best in class service for our Managed Services Customers in NSW and Canberra. Re-organised the team and worked with the HR team on the promotion of several staff. Took personal interest in the.

Auckland New Zealand

Pre-Sales, Support and Implementation of Avaya Equipment, including Communication Manager, Call Management Systems, Session Manager and System Platform along with all their associated hardware. Working as part of a small team assisting NSC in breaking into the New Zealand Market.

Supported the Lucent/Avaya range of Contact Centre Products, primarily focused on CMS. Work with Labs to improve the stability of the products. Worked as Lab manager to develop a comprehensive lab for all Tier 3 to use. Worked closely with Tier on high profile and critical escalations. Worked as part of the UK team for New Product Introduction. This is.