Jaime Valle
Sr IT Solutions Architect
San Salvador,San Salvador
Summary
Proven IT Solutions Architect with a track record of driving technology innovation and optimizing solutions for customer service at Concentrix. Excelled in cross-functional team collaboration and critical thinking, significantly enhancing client relations and project delivery. Expert in technical architecture and IVR development, adept at translating complex solutions into client-friendly language.
Excellent communication skills and extensive experience working with clients and partners.
Overview
21
21
years of professional experience
Work History
IT Solutions Architect Lead
Concentrix (Transition From Webhelp by Adquisition
San Salvador, Departamento de San Salvador
05.2024 - Current
- As member of Global Team, constantly evaluating emerging technologies to stay current on industry trends, making informed decisions for technology adoption and how drive their implementation to regional markets or clients.
- Developed comprehensive documentation for technical and non-technical specifications, project plans, and user guides, streamlining communication across teams.
- Some of cloud technologies and microservices architecture as well as new AI technologies related to customer service are introduced as part of a highly updated and innovative portfolio.
- Promoted collaboration between cross-functional teams by serving as a liaison between developers, product managers, and stakeholders during all phases of projects, this function is additional to what was already done as a delivery of value as IT Solutions. The transition process is broader and encompasses the early stages of customer implementation through additional deliverables and validations that ensure that the solution described in the initial proposal or design phase is implemented.
IT Solutions Manager
Webhelp (Transition From Onelink by Acquisition)
11.2022 - 04.2024
- As it is a new role within the organization, part of the work has been to develop the main guidelines of the role, focused on being an area of
direct support for our commercial teams. and give an appearance and technical validation to the proposals towards our clients. Most of the work is representing all areas of technology to our potential clients. - Maintained strong relationships with key stakeholders and Clients through consistent communication regarding project status updates and issue resolution efforts. This include all IT teams to provide the best-in-class solutions for our potential clients (IT Ops, IT Apps (development), CX/UX, Digital Services, InfoSec)
- Evaluated emerging technologies for potential integration into existing systems, driving continuous improvement in technology infrastructure.
- Provide budgets or their validation for all commercial opportunities in which it is required to provide technology at the service of our clients (Contact Center, Q&A software, WFM software, Custom made applications)
- Prepare graphic material that is included in the proposals to potential clients, resolve all requirements, doubts and support the support of said proposals with clients remotely or in person. (requires presentation with direct clients)
Core Applications Manager
OneLink BPO
10.2018 - 10.2022
- Negotiated contracts with vendors, ensuring cost-effective solutions while maintaining high standards of quality and service delivery.
- Championed best practices in software development methodologies such as Agile and secure coding, applied to BPO services. This had a huge impact because this requirements drives the core bussines for the organization.
- Collaborated with cross-functional teams to develop and implement custom applications tailored to business needs.
- Fostered strong relationships with clients by consistently delivering high-quality results and exceeding expectations.
- Lead a multi-national team (El Salvador, Guatemala, Colombia and Peru) of up to 35 people, to carry out the design, implementation, start-up and maintenance of all initiatives coming from our operations (more than 80 different clients, in different locations of the American continent).
- Within my responsibilities, in collaboration with the Digital Services and User Experience Center areas was the delivery of key metrics to C-Level on the digital transformation products we enable for our customers, such as conversational chatbots, digital add-ons, operational efficiency tools, new technologies and new technology products.
Contact Center System Administrator
OneLink BPO
06.2015 - 09.2017
- Facilitated end-user training sessions on contact center software, promoting user adoption and proficiency.
- Developed custom reports using SQL queries for management review, providing valuable insights into key performance metrics.
- Coordinated closely with IT support teams to resolve any hardware or software issues affecting contact center operations promptly.
- Monitored system performance regularly, proactively addressing potential bottlenecks before they impacted users or customers.
- I actively collaborated with the contact center manufacturer to develop a multi-node version of the system, in order to increase capacity and scalability in an on-premise system. This work was recognized by the manufacturer and they implemented this same model in other BPO clients in Latin America and Europe.
- Being a start-up company (previously Getcom served only 1 client) I helped to define and design some of the improvement processes in terms of taking requirements, improving the management of controlled changes on production systems and building a team to manage the system.
- During the first phase in this role, I was in charge of the corporate telephony systems, i.e. office phones, operator, international lines for cost savings and the management of the local telephone infrastructure in El Salvador, Guatemala, Nicaragua and Colombia.
Contact Center System Administrator
Digicel Group
10.2007 - 05.2015
- Managed vendor relationships effectively, negotiating contracts for cost savings and better service delivery.
- The scope of the administration was over 3 independent contact centers, one for each market in El Salvador, Honduras and Panama. At the beginning they were all using the same technology, however during this period different resources were activated in each of the countries. Each Operational Leader had independent requirements, resources and budgets.
- Enhanced customer satisfaction by troubleshooting and resolving complex technical issues in a timely manner.
- Understand functional requirements to design, develop and deploy IVR solutions for inbound or outbound calls, using different voice-technologies and integrate with different resources (API, DB, Socket type connection, etc)
- Developed custom reports using SQL queries for management review, providing valuable insights into key performance metrics.
- Develop an tailor-made Outbound Dialer based in PHP, Pearl and asterisk telephony solutions, providing exceptional result in combination of a robust Edge-Tech voice infrastructure based on SS7-E1 and Audiocodes devices (SBC). This project handle at least 16 E1 replacing a legacy Siemens-SER system.
- I was in charge of the complete administration of the systems, from operating system, patching, security, the network was independent for the callcenter services, At each stage I led other technical teams in the resources and services that had to be implemented or managed from IT, in order to obtain the maximum benefit from the platforms.
Operations Supervisor
Compu Accesorios
04.2003 - 09.2006
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Evaluated team member performance and productivity, provided
- feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Provide training to customers on specific topics such as devices or new technologies, as well as renewable technologies such as remanufacturing of laser printer cartridges and specialized maintenance of printing equipment.
- Ensure the fulfillment of sales goals of the team located in El Salvador (Guatemalan company).
- Instructor of the Dale Carnegie service model or Disney-style customer service (received training in Guatemala).
- Technical leader for the maintenance of computer equipment of the organization (two branches in El Salvador).
- Personalized attention to the organization's high value customers, oriented to exceptional service and wholesale sales.
Education
Diploma - Avaya Aura Communications (Admin)
Datacom
San Salvador, El Salvador07.2014
Certification - Avaya Aura Communications (Dev & Admin)
Avaya APS Colombia
Bogota, Colombia06.2014
Diploma - Java EE Development (Level 1, 2 & 3)
Universidad Don Bosco
Antiguo Cuscatlan, El Salvador12.2014
Diploma - VOIP Fundamentals
Universidad Don Bosco
Antiguo Cuscatlan, El Salvador11.2012
Diploma - Cisco Entry Networking Technician + Voice
GBM El Salvador
San Salvador10.2010
Diploma - Database Administrator - SQL 2005
Universidad Politecnica De El Salvador
San Salvador, El Salvador09.2009
Diploma - Siemens SER Outbound Autodialer Administration
Siemens
San Salvador, El Salvador2009
Diploma - Cisco Contact Center Express (admin)
Multitek LTDA
Panamá04.2008
Bachelor of Computer Science - Computer Networking And Telecommunications
Universidad Don Bosco
Soyapango, El SalvadorHigh School Diploma -
Colegio De España Padre Arrupe
Soyapango, El SalvadorSkills
1 Improving processes within the organization and different teams involved in the Solution creation for possible Clients
2 Solution Optimization focused on Customer Service
3 Customer Relations, using not-so-technical language suitable for understanding our value propositions for potential clients
4 Business Process Analysis, in conjunction with the digital services, digital transformation and user experience teams
5 Automation understanding As a former leader of an RPA development team, have the experience analyzing those processes that are viable to automate, providing real benefits and aimed at solving business problems
6 Team Collaboration and Team Builder
7 Critical Thinking
8 Interpersonal Communication
9 Technical Analysis
10 Technical Architecture oriented to the possible client's business
11 Advanced technical knowledge and experience in IVR Development
12 Advanced telephony & VOIP knowledge and experience
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
IT Solutions Architect Lead
Concentrix (Transition From Webhelp by Adquisition
05.2024 - Current
IT Solutions Manager
Webhelp (Transition From Onelink by Acquisition)
11.2022 - 04.2024
Core Applications Manager
OneLink BPO
10.2018 - 10.2022
Contact Center System Administrator
OneLink BPO
06.2015 - 09.2017
Contact Center System Administrator
Digicel Group
10.2007 - 05.2015
Operations Supervisor
Compu Accesorios
04.2003 - 09.2006
Diploma - Avaya Aura Communications (Admin)
Datacom
Certification - Avaya Aura Communications (Dev & Admin)
Avaya APS Colombia
Diploma - Java EE Development (Level 1, 2 & 3)
Universidad Don Bosco
Diploma - VOIP Fundamentals
Universidad Don Bosco
Diploma - Cisco Entry Networking Technician + Voice
GBM El Salvador
Diploma - Database Administrator - SQL 2005
Universidad Politecnica De El Salvador
Diploma - Siemens SER Outbound Autodialer Administration
Siemens
Diploma - Cisco Contact Center Express (admin)
Multitek LTDA
Bachelor of Computer Science - Computer Networking And Telecommunications
Universidad Don Bosco
High School Diploma -
Colegio De España Padre Arrupe
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