Rafael M.
Snr Contact Center Admin Developer, Cxp Global Operations @SumUp
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WORK HISTORY
Snr Contact Center Admin Developer, Cxp Global Operations @SumUp
Berlin, DE
Senior global technical role focused on scalable architecture, integrations, and end-to-end delivery of Contact Center solutions across multiple regions.Key responsibilities & impact-Global ownership of Contact Center platform operations across Europe, US, LATAM, Brazil, and Australia-Design and evolution of scalable Five9 architectures (Inbound, Outbound, IVR, automations, call routing)-Deep integration with Salesforce (case management, CTI flows, data sync, screen pops, reporting, and automation triggers)-End-to-end solution delivery: from business requirements and technical design to implementation, rollout, and stabilization-Development of complex business logic using JavaScript within Five9 to support advanced routing, validations, and decision trees-Advanced integrations with Gong, LeanData, NICE WFM, Snowflake, Tableau, and LLM-based solutions-Definition of global standards, best practices, and governance for voice channel and CRM-integrated solutions-Technical reference point for stakeholders, operations, and vendors in global initiatives.
EDUCATION
FIAP
Analysis and systems development
Pontifícia Universidade Católica de São Paulo
Bachelor of Business Administration (BBA), Business Administration
Northwestern University
Specialization, People management with emphasis on organizational leadership
ABOUT RAFAEL M.
I am a technology professional with over 10 years of international experience designing, implementing, and leading Contact Center solutions for global enterprises. Having lived and worked in Canada, Japan, Germany, and Ireland, I bring strong cultural adaptability, a global mindset, and fluency in Portuguese and English, with a good working knowledge of Spanish.My career is built on a solid foundation in Business Administration (PUC-SP), complemented by studies in Systems Analysis and Development. This combination allows me to effectively bridge business strategy, solution design, and technical execution.Over the years, I have specialized in Contact Center architecture and solution delivery across platforms such as Genesys Engage / Genesys Cloud, Five9, and Salesforce. My experience spans IVR and IVA design, CRM and system integrations, API-based solutions, data flows, reporting, and workforce optimization, always with a focus on scalability, reliability, and customer experience.At Orange Business Services, I played a central role in a large-scale Genesys Contact Center environment supporting global agents, and later contributed to an international MVP team delivering a multi-tenant platform for more than 40 global clients. These initiatives strengthened my expertise in enterprise architecture, global delivery models, and complex stakeholder environments.Currently, at SumUp, I work in a senior global role driving the design, development, and operation of the Voice channel through Five9 and Salesforce. My responsibilities include solution architecture, IVR/IVA design, stakeholder alignment, and end-to-end technical delivery across multiple regions.In parallel, I am expanding my focus on cloud architecture, having achieved the AWS Certified Cloud Practitioner certification and actively progressing toward deeper specialization in AWS solution design. This cloud foundation complements my Contact Center background and supports the design of modern, scalable, and resilient platforms.I combine deep expertise in Contact Center technologies with a growing focus on cloud architecture, enabling me to design solutions that are not only technically robust and secure, but also aligned with business goals and customer experience excellence.
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