Jemma Medrano
Senior Technical Lead @ HCLTech | Microsoft Partner Solutions | Dynamics 365 Voice & Contact Solutions
- Role
- Senior Technical Lead at HCLTech
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Jemma Medrano
Senior Technical Lead at HCLTech driving innovation with Dynamics 365 Contact Solutions…
Experience
Senior Technical Lead
Mar 2025 — Present
Serve as a Subject Matter Expert (SME) on the D365 Voice and Contact Center implementation team, specializing in voice routing, omnichannel configuration, SLA setup, and virtual agent integration • Lead and contribute to full-cycle solution implementations — from requirement gathering to configuration, deployment, testing, and customer onboarding • Co-contributor to the creation of technical documentation as a Documentation Expert, delivering client-facing implementation manuals, internal configuration guides, and reusable templates that support scalable deployments • Conduct demos and workshops for showcasing key features and customizations in Dynamics 365 Customer Service, Contact Solution, and Omnichannel • Collaborate with engineers, architects, and project managers to ensure delivery aligns with Microsoft best practices, business requirements, and client expectations • Develop and maintain internal knowledge base articles, deployment checklists, and configuration walkthroughs to support both technical and non-technical users
Education
California State University-Northridge
Bachelor's Degree
2012 — 2019
Van Nuys Senior High School
High School
2008 — 2012
UCLA Extension
Full-Stack Computer Science Coding Bootcamp
2016 — 2017
Eastern University
Master of Science - MS
2023 — 2024
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