David Matthiesen

About David Matthiesen

I lead enterprise-scale technology programs that modernize customer experience and contact center operations for global organizations. My focus is on delivering structured, measurable outcomes through disciplined program management, clear communication, and alignment across business and technology stakeholders.Over 15+ years, I have managed multi-phase transformation projects integrating platforms such as Genesys Cloud, Amazon Connect, NICE CXone, and Five9, along with AI and IVA automation strategies that reduce cost-to-serve and improve operational efficiency. My background includes project delivery leadership, product lifecycle ownership, customer success management, solution architecture, and pre-sales strategy.I am comfortable operating at every level of an organization, from hands-on delivery coordination with engineering teams to executive decision-making with CIO and CFO sponsors. I prioritize building strong stakeholder relationships, simplifying complexity, and driving clarity of scope, timelines, and success criteria.Core strengths:• Enterprise Program and Project Management• Product Strategy, Roadmapping, and Feature Prioritization• CCaaS and CX Modernization• Governance, Risk, and Financial Reporting• Cross-functional Leadership and Stakeholder AlignmentI am interested in opportunities where I can:• Lead large-scale CX, CCaaS, or cloud transformation programs• Shape product direction based on customer outcomes and market needs• Bring structure, accountability, and predictability to complex execution environmentsIf your organization is exploring CCaaS modernization, AI-driven customer experience improvements, or program delivery support, I am open to connecting.

Experience

1. Technical Project Manager

   Caylent

   Nov 2025 — Present · Edmond, OK, US

   I lead and deliver enterprise customer experience and contact center modernization programs at Pronetx, to help organizations unlock the full potential of Amazon Connect. JoiningCaylent gives us the delivery engine, the AWS depth, and the AI-first approach to bring thatvision to a much larger scale. My responsibilities include program governance, delivery execution, stakeholder coordination, and financial and risk management for large-scale Amazon Connect implementations supporting Fortune 100 companies and government clients. I work closely with AWS, engineering teams, and customer leadership to plan and execute complex CX transformations, including cloud contact center migrations, AI-enabled automation, and analytics solutions, ensuring secure, compliant, and measurable outcomes.

Education

• Oklahoma City University

  BA, Communications

  1992 — 1996

Skills

• Pre-Sales Technical Consulting
• Solution Architecture
• Contact Center Consulting
• Contact Center Design
• Multi-Channel Contact Center
• Solution Selling
• Ivr
• Acd
• Outbound
• Sip
• Cti
• Avaya
• Unified Communications
• Human Factors
• Voip
• Avaya Aura Contact Center
• Avaya Experience Portal
• Call Centers
• Cloud Computing
• Telephony
• Sip Trunking
• Managed Services
• Telecommunications
• Contact Centers
• Ip
• Professional Services
• Video Conferencing
• Sales Engineering
• Mpls
• Isdn
• Call Logging
• Hosted Services
• Cisco Call Manager
• Telepresence
• Wan
• Voice Mail
• Ip Pbx
• Ethernet
• Lan-Wan
• Inbound Marketing