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Andy Turner

CCaaS implementation Architect & CX Consultant

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Designing and delivering AI-enabled contact centre platforms across voice & digital, with integration architecture, service blueprints, workflow automation, and WFM optimisation.

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  • CCaaS Implementation Architect (Voice & Digital) (Sprinklr, Genesys + Others)

  • Operational Service Designer (JTBD, Journeys, Blueprints)

  • Platform & Integration Architecture (CRM / CTI / WFM / Analytics)

  • AI & Automation Enablement (Conversational AI, Bots, Guardrails)

  • Delivery Governance (Agile / Programme Delivery / Adoption)

  • Workforce Optimisation (Forecasting, Scheduling, WFM/WEM)

  • Product-minded delivery (backlog, value, outcomes)

ABOUT ME

Omnichannel Service Architect & CX Consultant with 18+ years’ experience helping organisations design and rationalise complex customer engagement and contact centre environments. Specialises in analysing fragmented service and platform ecosystems, defining clear system roles and ownership boundaries, and shaping operating models that support coherent, scalable customer and agent experiences across voice and digital channels.I’m a Senior CCaaS Solution Architect and Operational CX Design consultant with 18+ years’ experience modernising contact centre operations across enterprise and regulated environments. I translate customer and agent needs into target-state architectures and production-ready CCaaS solutions—covering voice, digital, WFM, and AI-enabled self-service.

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  • Architecture & integration: CCaaS platform design, routing patterns, CRM/CTI integration, data/MI, and non-functional requirements (resilience, scalability, security).

  • AI-enabled operations (governed): conversational AI design, bot/chat integration, prompt engineering, escalation and guardrails for live contact centre environments.

  • Service design → build-ready requirements: JTBD, current/future-state mapping, service blueprints, and workflow definitions that reduce duplication and improve agent effectiveness.

  • Delivery that lands: governance, stakeholder alignment, vendor management, and operational readiness to ensure solutions are adoptable in BAU.

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Sectors delivered:

Telecoms | Financial Services | Public Sector | Utilities | E-commerce | Travel | Media | Insurance I Retail & FMCG
Technology & SaaS

CONTACT

Phone

Linked In

Location

Available for contract / interim consulting (UK, EU, global remote)

+44 (0)7734656971

www.linkedin.com/in/andyturner4

​Peterborough  Cambridgeshire UK

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