Andres Palomino
Business Analyst, Crewmember Technology @JetBlue
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WORK HISTORY
Business Analyst, Crewmember Technology @JetBlue
Orlando, FL, US
Drive contact center platform enhancements across Amazon Connect, ASAPP, and Aspect, optimizing routing logic, system integrations, and customer experienceDesign and refine call flows and routing strategies to improve efficiency, reduce handle time, and enhance customer experienceSupport API-driven integrations between contact center platforms and internal systems to enable automation and seamless data flowDevelop and support AI-driven automation initiatives using ASAPP Generative Agent, enabling workflow automation across chat and voice channels to improve containment and reduce manual effortImplement solutions leveraging generative AI to enhance self-service capabilities (e.g, KTN updates, TSA FAQs), improving resolution speed and customer experienceIdentify process inefficiencies and implement automation solutions to streamline operations and optimize support workflowsPartner with product, engineering, and operations teams to deliver scalable, cloud-based contact center solutionsAnalyze operational data to generate insights that inform system improvements and performance optimization
EDUCATION
Thomas Edison State University
Bachelor of Business Administration - BBA
ABOUT ANDRES PALOMINO
I build and optimize contact center products and customer experience systems using APIs, automation, and AI. At JetBlue, I work as a Business Analyst driving contact center transformation across platforms like Amazon Connect, Aspect, and ASAPP. I focus on routing strategy, system integrations, and process optimization—identifying inefficiencies, automating workflows, and improving both customer and agent experiences at scale. I work closely with product, engineering, and operations teams to define requirements, prioritize initiatives, and deliver scalable solutions that improve customer experience and operational performance. My work sits at the intersection of technology, operations, and data—translating business needs into API-driven, cloud-based solutions and contributing to the evolution of modern, AI-enabled contact center platforms. Core focus areas: • Contact Center Platforms (Amazon Connect, Aspect, ASAPP) • APIs & System Integrations • Automation & Process Optimization • AI / Generative AI in CX • Product Development & Delivery • Data Analysis & Operational Insights I’m particularly interested in building and scaling AI-driven support experiences—leveraging automation, intelligent routing, and generative AI to redefine how customer operations perform.
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