ICD Operations Control Automation
Hired to establish Dell's contact center support team, then extended a limited ICD control into queue operations by connecting administrator variables, ICD server tables, and the existing operations application.
Forward Deployed Engineer · Applied AI Architect
I make enterprise AI work.
I take unclear operational problems from discovery to production. I scope the work, build across existing systems, deploy with users, and measure the result.
~$2M
Annual recurring cost removed
25 to 30M
Interactions supported each year
500K+
Privacy requests automated
57
Behavior tests for AI systems
01 / Forward Deployed Approach
Turn ambiguity into a working system.
Durable engineering isn't about using the newest tool. It is about understanding the fundamental mechanics of state, failure modes, and boundaries across distributed environments.
Find the real constraint
I work with operators, domain experts, and engineers to separate the stated request from the workflow, data, or governance problem that is actually blocking delivery.
Reconcile knowledge before generation
Reliable AI starts with reliable context. I map sources and relationships, resolve policy conflicts, and preserve provenance before a model generates an answer.
Build across the seams
Enterprise delivery crosses APIs, event queues, contact center platforms, knowledge stores, spreadsheets, and local model runtimes. I connect those pieces into one governed workflow.
Deploy, evaluate, and improve
I ship with behavioral tests, failure handling, rollback controls, and measurable adoption. Deterministic work stays in code. AI handles the work that requires language and judgment.
02 / Selected Deployments
Production systems built around real constraints.
Genesys WFM Consolidation
Redesigned queue naming, access roles, and skill routing across several BPOs so workforce operations could move from Alvaria into Genesys Cloud.
GraphRAG Knowledge Central
Enterprise reconciliation pipeline converting fragmented SOPs, CMS articles, and ticketing history into a structured graph for grounded retrieval with explicit provenance and conflict detection.
AdminLayers
Genesys Cloud administration tools built around temporary credentials, rapid operator workflows, and auditing across several organizations.
ModelMix
Orchestration engine that compares several model providers at once, normalizes structured outputs, and measures latency, quality, and token cost.
RepairLayer
Operations management system for busy repair shops that handles customer intake, work tracking, parts inventory, and invoice generation.
AI4NoCo
Applied AI delivery for regional businesses that need useful workflow automation, clear data boundaries, and freedom from vendor lock in.
MegaDash
Local execution environment for managing AI artifacts, building interface prototypes, and staging prompts without sending application data outside the controlled workspace.
03 / Delivery Method
A repeatable path from ambiguity to production.
01 / DISCOVER
Find the Real Problem
Work with users and domain experts to identify the constraint that blocks the outcome.
02 / SCOPE
Define the Path
Map the systems, data, risks, owners, and decisions required for delivery.
03 / BUILD
Create the System
Connect models, data, APIs, interfaces, and operational controls into one workflow.
04 / DEPLOY
Ship With Users
Roll out in stages, train operators, remove blockers, and protect continuity.
05 / MEASURE
Prove and Improve
Track adoption, behavior, cost, and failures to guide the next release.
Execution over theater.
Reconciliation before generation
Reliable retrieval is a data modeling and dependency challenge, not a prompting trick. I build intermediate structures that give systems explicit facts rather than unsupported guesses.
Deterministic failure budgets
Production systems must assume downstream timeouts and rate limits. Every architecture includes fallback queues, idempotent retries, and manual overrides.
Simple code with fewer dependencies
Fewer dependencies reduce attack surface and maintenance. I favor standard interfaces, clean APIs, and runtimes that fit the operational environment.
04 / Measured Impact
Production work should prove its value.
Good architecture is evaluated by operational uptime, team efficiency, and verified fiscal savings.
25 to 30M Annual CX Interactions
Architected resilient omnichannel routing, knowledge retrieval, and automated escalations for massive enterprise consumer volume.
$1M+ Privacy Automation Savings
Routed regulated privacy requests from Genesys through Google Sheets and into Jira using Google Apps Script. The production workflow processed more than 500,000 requests, reduced the targeted email workload by more than 70 percent, and removed more than $1M in annual overhead.
$500K WFM Platform Consolidation
Refactored queue naming, access roles, and skill routing across several BPOs to consolidate workforce operations into Genesys WFM. This removed approximately $500K in annual platform cost and avoided a projected 15 percent increase.
Dell: $480K ICD Operations Automation
Hired to establish Dell's contact center support team, then connected administrator variables to ICD server tables and exposed queue controls through the existing operations application. The solution eliminated a recurring holiday and operations task category valued at approximately $480K each year.
57 Golden Behavioral Benchmarks
Established automated evaluation suites to catch logic drift, unsupported answers, and unusual policy failures before code reaches production.
100+ Legacy Telecom Systems Rationalized
Sequenced fragmented telephony, ACD, and CTI infrastructure from several vendors into a modern governed cloud framework.
Direct Line
Have a difficult deployment?
Whether you need to untangle an enterprise data bottleneck, deploy a grounded knowledge system, or turn an expensive manual process into governed production automation.
charles@vento.cc ↗