Tomasz Mańkowski
Summary
Experienced IT Architect with over 20 years of expertise in designing and delivering scalable, innovative IT solutions. Specialized in cloud computing, AI-driven technologies, and customer experience (CX) architectures, with a proven track record in Genesys Cloud CX implementations, solution architecture, and technical team leadership. Adept at aligning business objectives with cutting-edge technological solutions, ensuring operational efficiency and measurable results. Skilled communicator and strategist, passionate about leveraging emerging technologies like LLMs, RAG, and AWS services to drive innovation and business success.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Change Manager for Contact Center & Backoffice Systems
T-Mobile Polska
06.2018 - Current
- Managed the end-to-end implementation of chat-based customer service solutions, achieving a 20% shift from voice to chat, enhancing customer engagement and operational efficiency
- Coordinated the integration of Genesys Cloud CX for multi-channel communication (Voice, Chat, Social Media)
- Oversaw a 20-person DevOps team, improving customer service capabilities through continuous integration and system upgrades
IT System Designer
Orange Polska
Warszawa
02.2012 - Current
- Delivered a Proof of Concept (PoC) for emotion analysis during voice interactions
- Led the deployment of NICE Speech Analytics/DPA/RTPO, enabling advanced data analysis and sentiment analysis
- Integrated BPMS with Genesys eServices to automate processes and optimize customer service workflows
- Spearheaded the migration from legacy (Alcatel TDM) to modern IP-based systems (Avaya IP), improving call distribution efficiency
IT Consultant (Freelancer: 4DREAM)
EuroZet sp. z o.o.
01.2007 - 12.2011
- Provided IT consulting services, focusing on system integration, infrastructure optimization, and custom solution development
System Administrator
Polkomtel S.A.
02.2001 - 11.2006
- Managed system administration tasks, ensuring optimal performance of network and server environments
Education
Postgraduate Studies - Computer Science
Polish-Japanese Academy of Information Technology
Master's Degree - Micro- and Optoelectronics
Warsaw University of Technology
Websites
Certification
- SAFe Scaled Agile Framework - Certification in Agile scaling.
- Agile Scrum Master - Advanced project management skills in Scrum methodology.
- ITIL Foundation - Certification in ITIL practices.
- Genesys Composer 8.1 - Routing Application.
- Genesys eServices 8.1 - Foundations/Deployment.
- NICE System (Speech Analytics, DPA, RTPO) - Installation and configuration.
Accomplishments
- Genesys Audit Assistance: Played a key role in the Genesys system audit, improving compliance and process optimization.
- Genesys Redundancy Implementation: Designed and implemented a redundant Genesys solution across two geographically independent locations, ensuring high availability and disaster recovery readiness. Designed and implemented Genesys redundancy, resulting in 99.9% uptime.”
- Chat Solution Implementation: Increased chat share to 30% of total contact center traffic by implementing a seamless chat-based solution.
Languages
English
Upper intermediate
B2
Timeline
Change Manager for Contact Center & Backoffice Systems
T-Mobile Polska
06.2018 - Current
IT System Designer
Orange Polska
02.2012 - Current
IT Consultant (Freelancer: 4DREAM)
EuroZet sp. z o.o.
01.2007 - 12.2011
System Administrator
Polkomtel S.A.
02.2001 - 11.2006
Postgraduate Studies - Computer Science
Polish-Japanese Academy of Information Technology
Master's Degree - Micro- and Optoelectronics
Warsaw University of Technology
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