Duane Benson

About Duane Benson

I help enterprises modernize customer experience and contact center platforms by leading cross‑functional solution architecture, scaling partner ecosystems, and translating analytics into executive‑ready insights. With 15+ years across Five9, NICE, Aspect, and Bank of America, I’ve operated as both a Director of Sales Engineering and a senior architect, guiding global programs and mentoring teams to deliver measurable business outcomes.Career highlights include:Five9: Partnered with the CTO and 35 engineering teams to architect the next‑gen CCaaS platform. When Jira and Jellyfish couldn’t track velocity across dozens of teams, I built a custom executive dashboard adopted by the CTO to drive accountability and progress.Kyndryl: Delivered a 60‑day global migration (NA/UK/EU/India/China) with 80+ workflows, GDPR/PIPEDA compliance, and full cutover/UAT; integrated mixed‑version ServiceNow.Quest Diagnostics: Designed outbound strategy with Five9 + API to homegrown C4 database.Wells Fargo: Solved dialer limits for Home Loans collections by sourcing a modern list‑management platform, running live demos, and helping secure ~$104M in Y1 revenue; later aligned with Acqueon acquisition.What I’m known for:Building repeatable frameworks that scale across teams and clientsMentoring and coaching solution engineers and consultantsUntangling complex integrations and making tradeoffs explicitDriving executive alignment and landing go‑lives on tight timelinesI thrive at the intersection of strategy, architecture, and partner enablement, whether that’s leading pre‑sales teams, shaping CX transformation programs, or building analytics workflows that turn raw data into boardroom‑ready insights.If you’re scaling Partner Solution Architect or Pre‑Sales/SE leadership teams that value execution, mentorship, and measurable impact, let’s connect.

Experience

1. Ai Cx Advisor

   Zoom

   Mar 2026 — Present

   I guide customers in implementing AI solutions that transform their service workflows.• Conduct deep-dive workshops to uncover true business problems and identify automation opportunities.• Develop high-level AI strategies that prioritize customer goals and outline clear implementation roadmaps.• Collaborate with cross-functional teams to ensure successful deployment and alignment from pre-sales to delivery.

Education

• Brigham Young University

  Bachelor of Science, Information Technology

• GCP

  Certified, Architecture

• University of Phoenix

  BS / IT, Information Technology

  2004 — 2008

• Five9

  Certified, Business Administration and Management, General

• University of Phoenix

  Bachelor of Science - BS, Information Technology

• Utah Valley University

  Information Technology

• Coursera

  Master of Business Administration, Data Science

• Aspect

  Master of Business Administration

• Brigham Young University

  Mathematics and Computer Science

Skills

• Network Design
• Vendor Management
• Pre-Sales
• IT Management
• Workforce Management
• Telephony
• Acd
• Troubleshooting
• Professional Services
• Customer Experience
• Software Documentation
• Call Center
• Solution Architecture
• Managed Services
• Integration
• Storage
• Unified Communications
• IT Service Management
• Testing
• Sharepoint
• Disaster Recovery
• Service Delivery
• Technical Support
• Sip
• Cti
• Networking
• Saas
• Software Project Management
• System Deployment
• Telecommunications
• Servers
• Crm
• Itil
• Project Management
• Security
• Enterprise Software
• Enterprise Architecture
• IT Operations
• Ivr
• Cloud Computing