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Michael Boechat Cunha

@michaelboechatcunha

Salesforce Solution Architect at Mr. Hewbuc. delivering Service Cloud Voice and Amazon Connect, including a real-time LWC wallboard.

Portugal

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What I'm looking for

I'm open to Salesforce Architect and Service Cloud Voice / Amazon Connect consultant roles, as well as contract engagements.

At Mr. Hewbuc., I work on Salesforce CRM programmes across Service, Sales and Experience Cloud, with a focus on contact-center and integration solutions. For a Belgian financial institution, I led the Amazon Connect and Service Cloud Voice CTI integration, redesigned agent skill sync, and built a real-time LWC wallboard with live queue KPIs.

I’ve delivered Amazon Connect contact flows using AWS Lambda and Salesforce REST APIs, and configured Omni-Channel Unified Routing for voice and digital channels. I also co-created Mr. Flow, an open-source framework for agentic AI flows in Salesforce with OpenAI.

Before focusing on Salesforce, I worked on Siebel architecture and CRM delivery at Celfocus, OnRising and Accenture. At Accenture, I led an order-to-market delivery team and helped merge two product catalogs for Brazilian telecom operators; at OnRising, I delivered solutions that reduced the order error rate by 10%.

Experience

Work history, roles, and key accomplishments

Current

Salesforce Consultant

Current

Mr. Hewbuc

Mar 2021 - Present (5 years 8 months)

Worked as Salesforce Consultant at Mr. Hewbuc.

Current

CRM Specialist

Current

Mr. Hewbuc

Mar 2021 - Present (5 years 8 months)

Salesforce consultant and technical lead on CRM programmes across Service, Sales and Experience Cloud, specialising in contact-center and integration solutions. Client names withheld.

• Belgian financial institution: lead consultant on Amazon Connect + Service Cloud Voice CTI integration. Redesigned agent skill sync between Salesforce and Amazon Connect; built a real-time LWC wallboard with live

CRM specialist

Celfocus

Aug 2019 - Dec 2021 (2 years 4 months)

Second-year:

Siebel architect responsible for measuring quality and designing the solution for Celfocus clients in different geographies, doing roles as an Architecture Reviewer, and designing solutions.

Siebel

As a Solution architect:

The custom bulk solution, reducing time to prod when building several workflows
Create a high availability external framework, exposing all entities in Siebe

Siebel Expert Partner

OnRising

Nov 2018 - Aug 2019 (9 months)

CRM consultant creating solutions to a multinational telecom operator's operations across Africa and the Middle East. As a technical lead was sharing the responsibility to manage and analyze Siebel environments and propose all possible improvements to increase productivity and reduce the Orders error rate and deliver new products and features in Siebel. Some of the biggest achievements:

• Reduced

Siebel Expert Partner

Accenture

Jan 2016 - Aug 2019 (3 years 7 months)

AD - Siebel 6.3 / 7 / 8 - Architect

Moved to Recife to lead an order-to-market delivery team with 10 team members, creating a technical solution to 5 clients in different Siebel Versions. After training 10 juniors developers and defining patterns to deliver the solutions with the same output documents and quality. Some of the biggest challenges from that project:

• Merge two product catalogs aft

Siebel Senior Architect

Accenture

Sep 2013 - Jan 2016 (2 years 4 months)

Maximo

During one year, I was assigned to a position in part-time to develop a project using an ERP by IBM called Maximo. Some deliverables to the client were:

• Creating the integration layer to the billing system, creating a briefing and developing the technical solution that was approved.
• Activated the Golden Gate solution, to synchronize 6 different database instances that were running rem

Siebel Junior DEV

Accenture

Aug 2012 - Sep 2013 (1 year 1 month)

Architect designing technical/functional solutions to projects with less than 1000 hours of development and building the solution for complex products. In the same project, was the owner of a Java system do manage all order errors and report dashboard used by Accenture to report the team performance and future fix. Goals that were completed in that project:

• Create a loyalty custom solution in S

Siebel AM

Accenture

Jan 2010 - Aug 2012 (2 years 7 months)

Team member of the AM team, in charge of Goals, to make CRM stable and reduce the know issues that were happening in prod environments. Some of the achievements of that year:

• Reduce 80% of EAI errors that were linked to Orders errors and migration mismatched data.
• Analyze all possible fix to avoid performance issues, code bugs and functional changes related to CRM and all related backends.
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