# Frederick Parkinson > CX Transformation Leader | Contact Center & AI Strategy | Enterprise Solutioning | Tech Mahindra Location: San Francisco, California, United States Profile: https://flows.cv/frederickparkinson Here's the revised About section with a line added that signals genuine interest and emerging fluency without overclaiming: I design and deliver CX transformation initiatives that translate complex business problems into orchestrated workflows, intelligent automation, and scalable service experiences. As Global Practice Lead at Tech Mahindra, I lead enterprise discovery, current-state assessments, and strategic roadmap development across contact center and customer experience environments. My core strength lies in mapping operational pain points to platform capabilities, designing end-to-end workflows, and guiding organizations toward measurable outcomes in adoption, efficiency, and customer satisfaction. I specialize in the layer between strategy and execution — designing solution-level architectures, interaction patterns, and orchestration flows, and partnering closely with delivery engineers and architects to translate designs into production implementations. In pre-sales and professional services contexts, I have supported enterprise solutioning, demos, and proofs of concept for AI-driven and automation-led CX initiatives. I also bring deep experience in voice and conversation design, crafting natural, goal-oriented interactions across voice and digital channels. This background allows me to design agent and automation experiences that are not only technically sound, but intuitive, human-centered, and aligned with real customer behavior. I am actively exploring how GenAI and agentic AI are reshaping customer service delivery — from intelligent virtual agents to autonomous workflow orchestration — and how organizations can adopt these capabilities in ways that are practical, governed, and aligned with real business outcomes. ## Work Experience ### Global Practice Lead, CX Transformation — Tech Mahindra @ Tech Mahindra Jan 2020 – Present | San Francisco, CA Experienced leader of CX consulting teams dedicated to helping clients enhance their customer experience strategies, optimize technology solutions, and drive successful transformation initiatives. Skilled in guiding teams to assess current-state CX operations, identify improvement opportunities, and develop strategic roadmaps that align with business goals. • Leads customer experience transformation engagements involving gathering and analyzing voice of the customer data, customer journey mapping, and defining strategies and solutions to drive customer engagement and satisfaction • Performs Capability Assessments including an audit of client platforms, productivity tools, people, and processes, authors actionable recommendations, and presents findings to guide clients on where to make changes based on anticipated benefits. • Develops technical and strategic roadmaps consisting of prioritized and sequenced projects aligned to levels-of-effort, cost, benefits, and metrics comprising a transformation program Leads customer experience transformation engagements involving gathering and analyzing voice of the customer data, customer journey mapping, and defining strategies and solutions to drive customer engagement and satisfaction • Directs a team of consultants in executing CX transformation projects, overseeing staffing, hiring, and professional development to drive team excellence and client success. ### Senior Solution Consultant @ PTP Jan 2018 – Jan 2020 | San Francisco Bay Area Supports Account Executives pre-sales to set win strategy, identify best-of-breed solutions, prepare proposals, design prototypes, and deliver demonstrations. Post-sales, delivers solutions, drives for customer success by ensuring implementation is aligned to business drivers, managing change, and conducting knowledge transfer. • Works with Sales to set a win strategy, build use cases and other supporting collateral, and presents proposals to prospects. Demonstrates a clear understanding of the prospect’s business needs and how the proposed solutions can deliver measurable benefits. • Designs and delivers self-service solutions to meet business needs and satisfy functional requirements adhering to best practice and reflecting user-centered design. These solutions include Natural Language, ASR, multi-modal, and messaging interfaces conforming to industry best practices as well as customer-centric design. • Designs custom demos to showcase the features, capabilities, form-factor, and benefits of proposed solution and presents to key executives, stakeholders, and influencers. • Performs Capability Assessments including an audit of client platforms, productivity tools, people, and processes, authors actionable recommendations, and presents findings to guide client on where to make changes based on anticipated benefits. • Teams with stakeholders across the enterprise to elicit business drivers and requirements, devise solutions involving people, process, and technology to address business needs, and map the value of the solution to benefits and KPIs. • Leads customer experience transformation engagements involving gathering and analyzing voice of the customer data, customer journey mapping, and defining strategies and solutions to drive customer engagement and satisfaction. • Develops technical and strategic roadmaps consisting of prioritized and sequenced projects aligned to levels-of-effort, cost, benefits, and metrics comprising a transformation program. ### Director, Interaction Design @ [24]7.ai Jan 2015 – Jan 2018 | Alameda, CA Manages a team of Interaction Designers who deliver speech recognitions, Natural Language, multi-modal, and IVR-to-Chat solutions for Enterprise clients. Leverages experience in interaction design, usability research, information architecture, linguistics, and data to craft effective user-centered experiences. • Directed interaction design team with overall responsibility for their productivity, career growth, retention and compensation. Direct reports included managers and individual contributors. • Hired, trained, and retained talent, mentoring and developing team members to support their ongoing skills and career development. • Established and trained a team to categorize natural language data for the training of statistical models, creating and refining processes to improve the quality and efficiency of these efforts. • Acted as client’s escalation path, interacting with senior management, internally and externally. Responsible for client satisfaction with engagement, deliverables, and staff. ### Senior Manager, Interaction Design @ [24]7.ai Jan 2015 – Jan 2017 | Alameda, CA Manages a team of Interaction Designers who deliver speech recognitions, Natural Language, multi-modal, and IVR-to-Chat solutions for Enterprise clients. Leverages experience in interaction design, usability research, information architecture, linguistics, and data to craft effective user-centered experiences. ### Senior Solutions Consultant @ Performance Technology Partners Jan 2011 – Jan 2015 | San Francisco, CA PTP partners with organizations to provide innovative customer experience (CX) solutions that transform how they engage their customers across marketing, sales, and contact center. As a Solution Consultant, I work with clients pre- and post-sales to identify opportunities, design solutions, set strategy, and execute on Strategic Roadmaps to transform the CX our clients deliver to consumers. • Formed and led Strategic Services team to work with pre and post-sales to uncover key business drivers and operational needs, mapped technical and process-oriented solutions to meet those needs and developed strategic roadmaps to transform the customer experience those clients were providing to their end-customers. • Redesigned confirmation strategy of a 16-character serial number collection improving automation rates by more than 5% across multiple locales. • Collaborated with clients to analyze performance of delivered solutions, identify opportunities for additional services and solutions driving retention and growth. • Tracked changes within client organizations to effectively manage the change, develop new relationships, an identify new resultant opportunities. • Redesigned the confirmation strategy of a 16-character serial number collection improving automation rates by more than 5% across multiple locales. ### Solutions Manager @ Nuance Communications Jan 2008 – Jan 2011 | San Francisco, CA • Supervised team of seven employees with overall responsibility for their productivity, career growth, retention, and compensation. • Performed employee performance evaluations and advised senior management on opportunities for employee career advancement. • Responsible for UI staffing within practice working with leaders of other practices to prioritize staffing requests, find create solutions to staffing challenges, and find the best match of talent and experience to projects. Lead bilingual UI staffing for all of professional services. • Monitored all design efforts within practice to ensure that best practices and outcomes are sought, working with project managers to address concerns and communication to executive team concerning issues on key accounts in preparation for client escalation. ### Project Manager @ Nuance Communications Jan 2006 – Jan 2007 • PMP certified and established a PMO to drive consistency and repeatability of project deliverables. • Eleven years of project management experience in software implementation with large and small engagements. Drove projects from conception through completion. Worked with customer stake holders at the executive level to communicate account status, present opportunities for additional work, and advise them on solution strategy. • Created forecasts and work plans, managed change, and coordinated cross-functional teams. • Led customer meetings pre and post sales, presented project methodology and best practices, able to adapt a waterfall methodology to be more Agile in response to a key customer’s needs. ### Senior User Interface Designer @ Nuance Communications Jan 2004 – Jan 2006 Created innovative UX solutions for voice recognition by employing leading technologies including statistical language modeling and multi-modal interfaces across several verticals. • Leveraged deep experience in interaction design, usability research, information architecture, linguistics, and data-driven design techniques to craft effective user-centered experiences. • Led the development and tuning of Natural Language Understanding solutions including the collection, transcriptions, and classification of data to train and optimize NL models. • Collaborated with teams of Designers, Researchers, Engineers, Data Scientists, and Product Managers throughout the project life cycle to design effective omnichannel, voice recognition, and multimodal solutions that delivered value to clients while serving consumers. • Directed voice talent, processed audio, and created a prompt management system for storing recorded prompts, identifying audio needs, and ensuring consistency in quality and tone across the entire prompt corpus. Used SSML to optimize TTS playback when pre-recording audio was impractical. • Led UX in the Engineering department as the sole designer, establishing advocating for processes, guidelines, and standards for the Design Practice. Evangelized user-centered design and advocated for the user in the design process. • Designed applications for enterprise clients as well as in-house products owning all aspects of the project lifecycle both for their initial deployment as well as on-going maintenance and enhancements thereby conceiving and iterating on product experiences. ### Voice User Interface Architect @ Jacent Jan 2002 – Jan 2004 | Sunnyvale, California, United States Led UX in the Engineering department as the sole designer, establishing advocating for processes, guidelines, and standards for the Design Practice. Evangelized user-centered design and advocated for the user in the design process. • Redesigned a user interface for taking complex orders by phone replacing a multi-step collection with a single, multi-slot collection and a dialog manager increasing automation rates by 12% and reducing call length by 16%. • Created tools to support the Design Practice with prompt management, call analysis, application performance, and grammar testing as the sole designer on an Engineering team. Leveraged usage data to optimize the design of ASR and NLU interfaces. ### Voice User Interface Developer @ General Magic Jan 2002 – Jan 2002 ### Voice User Interface Designer @ Televigation Jan 2000 – Jan 2001 ### Senior Business Analyst @ Nationwide Jan 1998 – Jan 2000 ## Education ### PhD in Linguistics The Ohio State University ### BA in Interdisciplinary Studies University of Maryland Baltimore County ## Contact & Social - LinkedIn: https://linkedin.com/in/frederickparkinson - Portfolio: http://www.ptpinc.com --- Source: https://flows.cv/frederickparkinson JSON Resume: https://flows.cv/frederickparkinson/resume.json Last updated: 2026-04-13