Ismael User
@ismaeluser2
CX & contact-centre leader delivering agentic AI and enterprise adoption.
CanadaWhat I'm looking for
I’m a customer-experience and contact-centre practitioner with 10 years delivering CX, CRM and AI-driven solutions in enterprise environments across Canada, the United States and Europe. I bring hands-on Genesys Cloud administration (IVR design, skills-based routing, capacity) plus Amazon Connect (AWS) exposure, and I’ve led enterprise API and ERP integrations between customer IT teams and engineering. Increasingly, I deploy agentic AI in production—sentiment analysis, conversation intelligence, AI-assisted deflection and predictive intelligence—translating business KPIs (containment, CSAT, efficiency, revenue) into measurable outcomes and enterprise adoption.
I engage senior stakeholders directly and operate independently in high-ambiguity, compliance-sensitive industries (public sector, pharmaceutical, financial and energy). In my roles, I built and governed high-volume contact-centre performance with Genesys dashboards and workforce/quality programs, led bilingual teams, and drove measurable commercial and retention outcomes; more recently, I’ve deployed AI in production and aligned deployments to KPIs, including reduced inbound ticket volume, strong expansion results, and improved renewal forecasting accuracy.
Experience
Work history, roles, and key accomplishments
Enterprise Account Manager
AfterShip
Nov 2024 - Present (1 year 8 months)
Deployed AI capabilities for behavioural segmentation, predictive delivery intelligence, automated content generation, and SLA-breach detection to reduce inbound ticket volume via AI-assisted self-service and proactive notifications. Led enterprise API and ERP integrations between customer IT teams and engineering, driving $935K in expansion and recovering $600K in at-risk ARR.
Enterprise Customer Success Manager
Cision Canada
Jul 2021 - Nov 2024 (3 years 4 months)
Deployed conversational AI for sentiment analysis, media monitoring, competitive intelligence, and brand analytics across large datasets, building executive dashboards using SQL. Served as a trusted advisor for regulated enterprise accounts and directed 6–18 month renewal cycles, generating $700K+ in expansion pipeline; ranked #1 in NPS for two consecutive years.
Bilingual Retention & Commercial Lead
Distributel
Oct 2019 - Jul 2021 (1 year 9 months)
Led Genesys administration for a bilingual telecommunications/CCaaS contact-center queue, designing IVR flows and managing skills-based routing, capacity, and real-time dashboards. Managed a bilingual team of 10 and built QA/workforce programs while owning retention and expansion with pricing authority up to 40%.
Customer Retention & Revenue Specialist
MSI Corp
May 2016 - Oct 2019 (3 years 5 months)
Delivered bilingual customer retention and revenue results in telecommunications/contact-center operations, achieving 95% retention vs a 75% target and reducing early-life churn to 8% while handling 80+ bilingual contacts per day. Maintained quality and SLA standards while supporting contact-center performance.
Education
Degrees, certifications, and relevant coursework
University of Ottawa
Master's Degree, Development Economics and International Development
Master's Degree in Development Economics and International Development at the University of Ottawa (2020).
Temple University
Bachelor of Arts, Political Science
Bachelor of Arts in Political Science from Temple University (2015).
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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