Hire the Best Omnex Systems Problem Solver Specialists

I help ecommerce and DTC teams run smoother customer operations by building scalable systems, standardizing processes, and keeping support teams accountable to measurable outcomes. Most recently I was CS Operations Manager for a US-based ecommerce operation running 20+ consumer gadget brands on a shared Zendesk Enterprise instance. I owned Zendesk configuration, macro standardization, SLA monitoring, agent performance and QA, omnichannel routing, knowledge base and AI agent setup, and workflow automation across CS and ops. Before that, two years at Amazon processing 500-1,000 investigation cases weekly under strict SLA and accuracy standards, plus an Operations Manager role at an AI content brand where I built workflows, SOPs, ManyChat automations, and social listening systems. What I can help you with: - Zendesk setup: macros, triggers, views, SLA config, omnichannel routing - SOP creation and documentation (Notion, Google Docs) - Agent performance tracking and QA systems - Workflow and email automation (Google Apps Script, Zapier, Klaviyo) - Knowledge base and AI agent setup - CRM cleanup, data QA, reporting dashboards - Process documentation and clean handoffs Typical deliverables: Zendesk audit reports, macro libraries, SOP docs, agent performance dashboards, workflow maps, automation scripts, cleaned data sheets with change logs. How I work: - Clarify scope and success criteria first - Accuracy-first with QA notes and change logs - Structured documentation and clean handoffs - Reliable async communication in remote teams

I help SaaS companies, agencies, and government teams deliver complex technical projects on time — without the chaos. 15 years across Fortune 100 (Hewlett Packard Enterprise) and US government digital transformation (Granicus). At HPE I ran a multi-billion-dollar global portfolio across 150+ countries and cut deployment timelines by 20%. At Granicus I led public-sector digitization that changed how citizens reach essential services. On UpWork: 22+ projects · 5,000+ hours · 100% Job Success. I now operate as SOTO⟂DEV — a doctrine-driven technical practice for businesses that have outgrown chaos. Most automation and software breaks within a year because it was built to demo, not to last. I work the opposite way: documentation-first, maintainable by your team, designed to outlive the technology it runs on. What I deliver – End-to-end project management (discovery → UAT → rollout) for SaaS and public-sector engagements – Custom software & web apps — SaaS products, internal tooling, operational dashboards – Automation architecture (n8n, Make, custom) with runbooks your team can actually maintain – AI-assisted workflows (OpenAI, Anthropic) wired into your real CRM, not a toy demo – Chatwoot deployments — multi-inbox, multi-agent, white-label-ready – CRM optimization, SaaS operations, agile/sprint planning, cross-functional coordination – Fractional technical operator engagements for founders and ops leaders who need a steady hand How I work – Written scope before any code. Written handoff after. – Every system ships with a runbook, a recovery procedure, and a change log. – Stakeholder communication tuned for both engineering teams and executive audiences. – I optimize for the third year of the system, not the first week. Who I am Bilingual EN/ES, based in San José, Costa Rica (GMT-6). Available for US and EU time zones. Operating under a written doctrine — clients see it on day one, because the same standards that govern my code govern the engagement. If you need a senior operator who's done this at Fortune 100 and government scale, won't disappear on you, and ships systems built to last — let's talk.

Most organizations don't have a technology problem. They have an execution problem. Critical work is spread across spreadsheets, email, CRMs, project management tools, disconnected automations, and manual processes. Teams spend more time coordinating work than completing it. I help organizations design and implement operational systems that eliminate bottlenecks, automate execution, improve visibility, and create scalable workflows that teams can actually run on. My work sits at the intersection of operations, workflow design, automation, AI, and systems implementation. I don't deliver recommendations that end up in a slide deck. I build production-ready systems that improve how work gets done. What I Help Organizations Build • AI-powered operational workflows • Business process automation systems • Workflow orchestration platforms • Internal business operating systems • Operational dashboards and visibility layers • Knowledge management and document intelligence solutions • CRM and HubSpot automation • SharePoint and Microsoft 365 workflow solutions • AI copilots and retrieval-augmented knowledge systems (RAG) • Cross-functional workflow and approval systems • Resource, capacity, and operational planning tools Typical Engagements Organizations usually hire me when they are experiencing one or more of the following: • Teams are overwhelmed by manual processes • Work is falling through the cracks between departments • Existing automations are fragmented and difficult to maintain • Leadership lacks operational visibility • Growth is creating coordination challenges • AI initiatives have stalled at the pilot stage • Critical processes depend on tribal knowledge How I Work Every engagement starts with understanding the operational workflow underneath the problem. From there I design and implement systems that support execution through: • Workflow mapping and redesign • Operational data architecture • Workflow state management • Routing and escalation logic • API-driven orchestration • AI-enabled workflows • Human-in-the-loop governance • Operational reporting and visibility • Cross-functional process coordination The result is a system your team can operate confidently long after deployment. Experience Before consulting, I spent 16 years with Brother International in senior operational leadership roles with P&L responsibility across B2B wholesale, direct-to-consumer operations, channel management, and large-scale partner execution. Today I work with founders, leadership teams, agencies, consultancies, healthcare organizations, real estate operators, professional services firms, and growing businesses that need practical operational systems—not more software. Technology & Platforms AI & Automation • OpenAI • Claude • Gemini • AI Agents • Retrieval-Augmented Generation (RAG) • Workflow Automation • Prompt Engineering Operations & Workflow • Business Process Design • Workflow Orchestration • Operational Systems Architecture • Operational Dashboards • Governance & Approval Workflows • Knowledge Management Systems Development & Data • React / Next.js • TypeScript • Node.js • PostgreSQL • Supabase • REST APIs • Vector Databases Integrations • HubSpot • Microsoft 365 • SharePoint • Slack • Google Workspace • Salesforce • ClickUp • Asana • Jira • Notion • Zapier • Make • n8n Engagement Model • Discovery & Operational Assessments • Fixed-Scope Implementations • AI & Automation Projects • Workflow Modernization Initiatives • Fractional COO Support • Embedded Delivery Partnerships If your team is struggling with fragmented workflows, manual processes, operational bottlenecks, or AI initiatives that haven't reached production, let's discuss how we can build a system that delivers measurable operational results.

I specialize in VoIP solutions with a focus on RingCentral (EX & CX) and Zoom (Phone & CC) project implementation and ongoing support. As a subject matter expert in the field, I work with businesses of all sizes to streamline communication systems, resolve complex technical challenges, and deliver seamless transitions to cloud-based telephony. Here's what you can expect when working with me: Deep Roots in VoIP: I'm not just certified; I'm passionate about what I do. With experience in RingCentral, Avaya, Zoom and Vonage, I'm well-versed in the intricacies of these platforms both in its UCaaS and CCaaS versions. Your Time Matters: I understand that every second counts in your business. That's why you can rely on me for prompt responses and effective solutions. Who I Serve: From small startups to large enterprises, I've had the privilege of assisting businesses of all sizes. My expertise spans various industries, including law firms, universities, fitness, and finance, to name a few. Here is a list of the most common tasks I perform within a VoIP platform: Call queues / Auto Attendant - IVR Call Forwarding / Call Routing Voicemail Setup / Custom Answering Rules Porting / User setup / Limited extensions SMS Automation** (10DLC) Multi Site Call logging expert / Audit trail Announcement / Audio greetings - Voice over Desk Phone Provisioning I'm here, ready to be your partner in enhancing your communication systems. Reach out to me here on Upwork and let's start a conversation, looking forward to understanding your unique needs and finding the perfect solution for you!

I specialise in translating a company's vision into operational reality. Drawing extensively on and working within the EOS framework and process - bringing the rocket fuel that happens when Integrators (me) and Visionaries (probably you) combine forces! With 7 years of experience across Tech and SaaS businesses, global brands, and growth-stage startups. Structuring teams, aligning accountability, and eliminating the chaos that causes momentum, and customers, to quietly stall. I don't hand back open-ended problems: I own execution end-to-end, make the calls that need making, and turn confusion into clear, structured plans the team can actually run on. Scale-up and growth-stage businesses are my wheelhouse: usually filled with well-intended tool stacks, systems, and workflows that have become redundant and need a refresh to match the phase the business has actually evolved into. For a B2B SaaS retention context, this means I can audit your entire customer lifecycle, identify where value perception erodes, and design recovery and upsell workflows that account managers can actually execute. So often the golden thread of sales to service gets dropped and lost simply due to a lack of end to end process design that is actually then implemented. I work across all major platforms - Google Workspace, Microsoft 365, ClickUp, Monday, Slack, HubSpot, Notion, and engage AI to elevate all I do. Building SOPs, reporting cadences, and cross-team workflows that hold up under real use, not just look good on paper. AI is core to how I work, not an add-on. I'm proficient across today's leading AI tools and actively build them into the systems I design - speeding up SOP development, surfacing bottlenecks faster, running smarter reporting, and keeping workflows adaptable as the business scales. I invest time staying ahead of how AI is reshaping operations, so what I deliver elevates how an organization runs, not just what it runs on. Based in Cape Town, South Africa and worked extensively with global businesses - working hours overlap closely with UK/European teams and cover US East Coast mornings, so you get real-time collaboration, not a communication lag. If your business has outgrown its current systems, I'd love to see what you're working with.

I help businesses build, optimize, and manage enterprise-grade contact center solutions using RingCentral and NICE CXone. With 8,000+ hours worked and $100K+ earned on Upwork, I specialize in designing reliable IVR systems, intelligent call flows, routing logic, and customer support automation for both small businesses and large enterprises. What I Can Help You With: ✔ RingCentral UCaaS & CCaaS setup and administration ✔ NICE CXone / InContact development and support ✔ IVR and call flow design ✔ Studio scripting and automation ✔ Omnichannel customer support solutions ✔ API integrations and workflow automation ✔ Technical troubleshooting and platform support ✔ Contact center optimization and reporting ✔ Post-implementation support, maintenance, and system optimization Why Clients Work With Me: ✔ Certified and experienced contact center engineer ✔ Strong communication and project ownership ✔ Fast problem-solving and reliable delivery ✔ Able to manage projects from planning to deployment ✔ Ongoing support available after implementation I focus on building scalable, user-friendly customer experience solutions that improve efficiency and customer satisfaction. Let’s discuss how I can help your business.