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Enrique Del Villar LopezED

Enrique Del Villar Lopez

CTI & Genesys Cloud Manager

€445/day
Madrid, ES
8-15 years
Genesys Cloud
CTI
Agent AI
REST API
Salesforce

Average response time: 1 hour

Freelancer profile translated to English.
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About Enrique

Professional with extensive experience in the design, management, and evolution of solutions in Genesys Cloud, specializing in the strategic selection of technological architectures and the integration of Contact Center platforms with CRM systems and complex enterprise ecosystems.

I have a solid track record as a Genesys Architect and Solutions Architect, leading initiatives focused on process optimization, platform scalability, and customer experience improvement. I have a deep understanding of technical implementation and strategic decision-making in Genesys Cloud environments, always aligned with business objectives.

I have actively participated in innovative projects based on Artificial Intelligence, utilizing both native Genesys Cloud capabilities (conversational AI, bots, advanced analytics, automation) and integrations with Microsoft Azure and Google Cloud solutions, including speech, NLP, analytics, and AI services applied to the Contact Center.

I work closely with clients and teams to understand needs, define strategies, and design tailor-made solutions. As a Genesys Manager, I ensure high technical standards, leadership of multidisciplinary teams, and execution aligned with business strategy.

💡 Specialties:

Genesys Cloud (Architecture, Integrations, Optimization, Telephony, TrunkSip(SBCs..))

Strategic selection of technological solutions

Artificial Intelligence applied to Contact Center

Integration with CRM

Azure & Google Cloud

Technical leadership and team management
Consulting and Audits

  • Catalan

    Native or bilingual

  • Spanish

    Native or bilingual

  • English

    Basic

  • Portuguese

    Basic

Remote only
Primarily works remotely

Experience

  • Universidad Europea
    CTI & Genesys Cloud Manager
    April 2024 - Today (2 years and 3 months)
    Madrid, Spain
    Looking for a technical leader who understands your infrastructure as much as its business purpose? As a Technical Manager with 100% technical involvement, I offer specialized consulting in Genesys Cloud for companies that require an expert capable of managing the project and simultaneously executing the most complex architecture.

    Why collaborate with me?

    Manager with a Developer Mindset: I manage the complete solution lifecycle (Roadmap, requirements, stakeholder management) but maintain technical control of flows, APIs, and advanced configuration.

    Technical Specialization: Deep expertise in SOQL/SOSL (Salesforce) integrations, process automation, and customer experience platform optimization.

    Direct Resolution: I bridge the gap between design and implementation. If there's an architectural bottleneck or a technical challenge, I'm there to solve it directly.

    Ideal for projects where technical quality, security, and scalability are non-negotiable. I bring autonomy, business vision, and immediate technical execution capability.
    Genesys Cloud Agent AI Salesforce REST API System and API Integration
  • Genesys Cloud CTI & Contact Center Baoss
    Architect
    April 2023 - April 2024 (1 year)
    Madrid, Spain
    Senior IT Solution Architect | Specialist in Genesys Cloud & CX Transformation

    I help companies scale their Contact Center operations by designing and implementing advanced solutions in Genesys Cloud. With over 10 years of experience in the industry, my focus is on the architecture of intelligent workflows, omnichannel integration, and automation using APIs (REST/JSON).

    My specialty lies in translating complex business problems into robust technical architectures, optimizing platform performance, and ensuring seamless integration with ecosystems like Salesforce.

    Core Skills:

    Genesys Cloud Architecture (Architect, Routing, Admin).

    Advanced integrations and middleware development.

    CX Analytics, Speech Analytics, and workflow optimization.

    Scalability and security strategy.

    Focused on delivering high-impact solutions that maximize operational efficiency and enhance the end-customer experience.
    System and API Integration Salesforce Genesys Cloud REST API Generative AI
  • Evolutio Empowering the cloud
    Technical Lead Genesys Cloud & CTI Contact Center
    February 2022 - April 2023 (1 year and 2 months)
    Madrid, Spain
    • End-to-end implementation of Genesys Cloud services, custom development, IVR creation and development, CRM integration (Salesforce, Microsoft Dynamics CRM, Zoho CRM, Zendesk etc.) Custom development of reporting via API
    • Integration with BI
    •
    • IVR flow development
    • SBCs, TrunkSip, IPPBX Chat Bot implementation and configuration
    •
    • Inbound ChatBot, SMS, chat integration with Google Dialogflow, Dialog Engine, Amazon Lex
Check out Enrique's experience

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Education

  • Higher Technical Vocational Training Cycle | Information Management Systems
    Ies Velez de Guevara
    2024
    Ciclo Formativo de Grado Superior | Sistemas de Gestion de Información
  • VOICE AND DATA COMMUNICATIONS SYSTEMS OPERATION
    Ministry of Education and Vocational Training Informatics and
    OPERACIÓN EN SISTEMAS DE COMUNICACIONES DE VOZ Y DATOS
Check out Enrique's education

Skill set

Genesys Cloud
Salesforce
IVR
CTI

Categories