Experienced in managing technology projects and optimizing customer journey initiatives, including the implementation of voice portals and web applications. Collaborated with multidisciplinary teams within sectors such as finance, insurance, and contact centers. Employed agile methodology to oversee the entire project lifecycle, from initial planning through to implementation.

Responsibilities included gathering requirements, drafting specifications, executing tests, managing schedules, evaluating architectural designs, overseeing the development and technical implementation of new applications—encompassing environment preparation and configuration—and tracking change management (GMUD). Additionally, contributed to the resolution of production environment incidents to enhance customer experience success.