Eduardo Ortiz

Systems Engineer and Master in Information Security with a solid international track record leading critical infrastructures in high-availability environments (USA, Mexico, and Central America).

I specialize as a Lead Genesys Cloud Architect, combining the design and hardening of mission-critical Customer Experience (CX) ecosystems with Generative Artificial Intelligence innovations. I have extensive experience integrating Language Models (LLMs), serverless orchestration on AWS (Lambda), and platform security under international regulations such as ISO 27001 and ISO 31000.

What I bring to your projects:

• CX Core Architecture: Advanced configuration of Inbound/Outbound flows, mass campaigns, and Architect environments (voice, email, chat) on Genesys Cloud and Genesys Engage.

• Automation with Generative AI: Creation of intelligent virtual agents using Genesys Bot/Digital Flow, conversational AI, and advanced Prompt Engineering.

• Integrations & AWS Backend: Development of robust custom integrations via API, AWS Lambda, Amazon Bedrock, Amazon DynamoDB, and webhooks with secure authentication schemes (OAuth, OAuth2).

• Applied Cybersecurity: Mitigation of technological risks and implementation of "Security-by-Design" policies.

I hold Genesys Orchestrators certifications - Tier 2: Conductor and Tier 1: Producer, as well as AI Fundamentals and Cloud Certified Partner. Available for strategic consulting and high-impact global remote projects.