Kamil Trojanowski

• Manage and grow a portfolio of key B2B accounts across core offering: custom software, data center services (cloud, backup & DR, SOC) and IT infrastructure.
• Identify upsell and cross-sell opportunities within existing accounts (incl. enterprise HPE, Dell, Fortinet, Extreme Networks, Lenovo) with clients' digital transformation goals.
• Own the full sales cycle for strategic clients — from identifying needs through solution design, negotiation and closing to short and long-term account development.
• Collaborate with pre-sales, delivery and technical teams to prepare tailored proposals and ensure smooth implementation.

• Managed full sales cycle for contact centre SaaS solutions Genesys Cloud CX including conversational AI chat and voicebots, omnichannel, speech & text analytics, workflow automation tools, task routing & case management and CRM integrations.
• Assisted in acquiring and developing B2B customer relationships within assigned market.
• Identified customer business needs and provided consultative CX solutions.
• Collaborated with pre-sales and customer success teams to deliver tailored proposals.
• Achieved sales targets while managing the pipeline and forecasts in CRM through active outbound prospecting.
• Built long-term client relationships and supported upsell and cross-sell opportunities.

Successes:

Conducted prospecting activities, consistently building a strong sales pipeline (3 x target) and effectively converting opportunities into closed B2B deals mainly in the SME market.

• Determining the direction of development of Ergo Hestia's CX systems.
• Supervision of customers systems development, including integrations with CX platforms, voicebots, AI, WFM (Genesys, ServiceNow Customer Service Management, SentiOne, MS Teams, Azure AI, ProScheduler, Alcatel Lucent).
• PMO, audit of ongoing infrastructure projects, including strategic projects: ServiceNow IT Service Management, network and hardware projects, security projects (Cisco, IBM, VMware, Microsoft Azure nad 365, CyberArk, Sailpoint, Forcepoint).
• Set clear goals and expectations for team members, ensuring alignment with organizational objectives.
• Planning, budgeting, reporting, procurement processes, cooperation with suppliers.
• Managing the team (9 people), setting goals, prioritizing, allocating resources and setting schedules, recruiting.

Successes:

• Launching innovative solutions (ServiceNow) that benefited the organization.
• Successful supervision of +40 projects per year, not exceeding the IT budget.

Responsibilities:

• Comprehensive care of Ergo Hestia's connectivity (telko systems, links, gsm).
• Collecting business requirements and leading development projects for Telko platforms, including (Genesys Dialer launch, new siptrunks, SBC).
• Maintaining Contact Center system, including ITSM processes (change, incident/problem, release, capacity). Participation in audits (internal and external).
• Full cooperation with business and suppliers (Genesys, Orange, T-Mobile, Netia, UPC, Polkomtel, AudioCodes).

Successes:

• Management and reduction of telco costs (-30%).
• Increase high availability of telco infrastructure (migration and duplication of services: no incidents).
• Quick adaptation of telko systems for remote work of agents (COVID-19).

• Implementation of telco systems (Contact Center and supporting solutions).
• Care of IT systems (Contact Center, WFM) in terms of security, performance, capacity, upgrades, permissions, changes.
• Procurement, billing, and budgeting. Cooperation with operators, suppliers, resellers.

Successes:

• Adaptation of contact centre mechanisms to the back office (claims settlement), thereby increasing the efficiency of service.
• Executing a successful implementation of the WFM ProScheduler system as project manager.
• Work as part of the project team conducting the transition from Alcatel to Interactive Intelligence.

• Provide telephone and email customer service for claims intake and processing.
• Manage of a team of 12-20 people, managing task allocation, control and accountability. Operational management of the Call Center and recruitment.