# Mohammed HussAIn

> Tech Executive (Aussie in Silicon Valley)
We put the AI in You.

Location: United States, United States
Profile: https://flows.cv/mohammedhussain

Seasoned Technology Executive with 25+ years of experience leading complex, enterprise-scale transformations across Sales, Service, and Contact Center domains. I specialize in driving customer experience innovation through technology, empowering teams, and aligning IT strategies with business outcomes.

My career spans across IT&T, Cloud, Payments, Security, and Contact Center platforms—with a consistent focus on delivering measurable results through collaboration, insight, and execution. I’ve successfully led large-scale migrations, integrated legacy platforms with modern CX technologies like Genesys, Salesforce, NICE, and Verint, and optimized customer journeys to increase engagement and retention.

People are at the heart of everything I do. Whether mentoring future leaders, managing diverse stakeholders, or building customer trust, I believe leadership is about empathy, clarity, and continuous growth.

🔹 Executive Strengths:
• Visionary leadership across Tech, Sales & Service
• Contact Center & CX transformation (Genesys, CRM, Call Recording)
• IT & Service Delivery Management (ITIL, BCP/DR, PCI-DSS, GDPRC)
• Program/Project Management (Agile & Waterfall)
• Strategic stakeholder engagement across enterprise & vendor ecosystems
• Customer journey mapping, analytics & optimization
• Entrepreneurial mindset with retail & SMB ownership experience
• Passion for building high-performing, purpose-driven teams

I bring a human-centered approach to technology leadership—where strategy, service, and empathy come together to drive innovation and impact.

Let’s connect if you're building something meaningful in Customer Experience Architectures or if you are reviewing Current State to determine the right future state? 

I'm always about doing the right thing by the customer and uplifting people from their current state. Growth is key and your partnership with me will lead you to success.

## Work Experience
### Senior Manager @ Cognizant
Jan 2023 – Present | San Francisco Bay Area
Delivered successful migration of legacy Avaya systems to Genesys Engage Omnichannel across United Health Care and Optum, enhancing service delivery for Member, Provider, and Government programs, including PBM and medical claims—impacting millions of customer interactions annually.
Developed and executed enterprise cloud transformation strategies, driving adoption of Genesys Cloud, NICE Cx and Amazon AWS Connect on Microsoft Azure, and Google Cloud infrastructure to modernize customer engagement and reduce infrastructure overhead.
Elevated customer experience by implementing Adobe Experience Manager (AEM) to orchestrate and optimize omnichannel journeys, resulting in improved personalization, digital engagement, and NPS growth.
Spearheaded seamless CRM integrations, linking various Agent layer interfaces (Genesys Cloud, NICE CxOne, AWS CCP) with Salesforce and Pega to improve agent efficiency and unify customer data across support and operations platforms.
Led Agile transformation and delivery practices using Broadcom Rally, driving the creation of scalable features and user stories aligned with business value, accelerating time-to-market for key initiatives.
Orchestrated cross-functional go-lives and production cutovers by aligning with Product Owners, Scrum Masters, RTEs, QA, DevOps, and business stakeholders to ensure first-day-of-business (FDOB) readiness and post-launch stability across critical healthcare program

### IT Architecture Analyst Specialized @ American CyberSystems Inc
Jan 2022 – Jan 2023 | San Francisco Bay Area
Providing legacy Avaya migrations to Omnichannel
Genesys Engage for the business stakeholders for United Health Care and Optum for Member, Provider and Government programmes including Pharmacy Benefits Management and Medical Benefits Eligibility/Claims etc
Strategy and Roadmap for the future to the Cloud (Genesys, Nice, Google and Microsoft)
Customer Journey experience using Adobe Experience Manager (AEM)
Integrations to CRM (desktop wde to Salesforce and Pega)
Using Broadcom Rally app to created Feature/capability/user stories for agile practice
Work with Product Owners, Scrum Masters, RTE, PM, Testers not limited to DEV/QA/UAT for Production cutover and Go live and First day of business(FDOB).

### Solutions Architecture @ Sutherland
Jan 2022 – Jan 2022 | San Francisco Bay Area
Acted as a strategic technology partner to enterprise clients, translating complex business needs into actionable solution strategies by engaging directly with stakeholders to shape their digital transformation vision.
Led pre-sales strategy and engagement efforts, orchestrating cross-functional collaboration to deliver compelling, value-driven technology proposals aligned with client objectives and industry standards.
Unified internal and external delivery teams across technical, sales, and operational functions to ensure seamless execution of customized client solutions and accelerate time-to-value.
Advised C-level executives on emerging digital technologies, leveraging market intelligence and trend analysis to guide investment decisions and drive competitive differentiation.
Served as a trusted advisor on enterprise technology strategy, identifying optimal solutions that align with business goals, operational efficiency, and long-term scalability.
Delivered high-impact product and solution presentations to prospective clients, articulating value propositions that resonate with strategic business outcomes.
Responded to complex RFIs, RFQs, and RFPs with tailored, outcome-driven responses that contributed to a high win-rate and client confidence.
Supported the sales lifecycle end-to-end, ensuring alignment between client expectations, solution design, and delivery capabilities.

### Principal Architect at Verizon @ Randstad Technologies US
Jan 2020 – Jan 2022 | San Francisco Bay Area
Led the strategic review and stabilization of Sirius XM’s Verizon-hosted Genesys solution, enhancing system reliability through improved network architecture, redundancy, and high availability.
Directed customer and agent experience (CX/AX) optimization efforts, identifying key friction points and recommending actionable improvements in contact center performance and user satisfaction.
Conducted enterprise technology assessments, evaluating integration gaps between client-deployed platforms (Avaya CM/AES, SBCs) and Verizon’s hosted solution to improve interoperability and system cohesion.
Delivered secure payment processing capabilities through Semaphone integration, enabling credit card masking aligned with PCI-DSS compliance, significantly enhancing data protection and regulatory adherence.
Provided strategic consulting for Afiniti integration with Genesys Engage, driving advanced AI-powered call routing capabilities to improve customer engagement and operational efficiency.
Supported Nuance IVR platform modernization, overseeing the upgrade from Nuance 9 to Nuance 11 to improve voice self-service functionality and platform stability.
Proposed a Contact Center Managed Services (CCMS) model, positioning Sirius XM for streamlined service management, reduced operational overhead, and improved SLA governance.
Developed and presented a forward-looking contact center strategy and roadmap, advocating for a transition to Genesys Cloud as part of Sirius XM’s digital transformation and future-state vision.

### Principal Consultant @ Optus
Jan 2019 – Jan 2020 | Melbourne, Australia
Partnered with Sales and Operations leadership to drive complex enterprise solution sales, supporting qualification, discovery, solution architecture, and full-cycle sales execution across a broad technology portfolio including Voice, Video, Data, SDN/SD-WAN, Mobility, Cloud, Cybersecurity, Payments, and Contact Center solutions.
Led strategic sales pipeline management, collaborating with account teams to review and optimize pipeline health and forecast accuracy in alignment with quarterly revenue targets and organizational growth objectives.
Directed cross-functional solution development by aligning internal stakeholders—Domain Architects, Project Managers, Proposal Teams—with leading technology vendors (Singtel, NCS, Cisco, Genesys, NICE, Verint, Avaya) to craft tailored solutions for strategic clients.
Oversaw the development of comprehensive Statements of Work (SOWs) by consolidating input from internal contributors, defining clear requirements, estimating solution cost, and aligning value propositions with client objectives.
Engaged C-level executives within strategic client organizations, presenting end-to-end enterprise solutions with strong technical fluency and vendor ecosystem expertise to influence technology adoption and investment decisions.
Cultivated and negotiated strategic partnerships with third-party technology vendors to co-develop and enhance solutions that align with the long-term goals of high-value clients.
Led complex sales engagements as a Managed Services Provider (MSP), navigating extended sales cycles and coordinating high-touch service delivery models tailored to large enterprise environments.
Chaired the Architecture and Governance Forum for Singtel Optus NCS, ensuring all proposed solutions adhered to enterprise standards, regulatory requirements, and architectural best practices.

### Technology Relationship Manager - Infrastructure/Application/Network @ Modis Australia (formerly Ajilon)
Jan 2015 – Jan 2019 | Telstra Corporation, Level 17, 150 Lonsdale Street Melbourne VIC 3000
Led the strategic migration of Telstra’s corporate enterprise network by overseeing the transition from legacy Juniper Nexus SSL VPN to F5 SSL VPN and F5 Reverse Proxy, enhancing end-user access and security for Virtual Desktop Infrastructure (VDI) environments.
Spearheaded the upgrade of critical security infrastructure, guiding the successful transition of SecureAuth from version 8.x to 9.x, and Nexus firewall from Release 77.x to 80.x, ensuring ongoing supportability and alignment with evolving security standards.
Enabled global contact center technology transformation for Telstra’s industry partners by providing architecture oversight and governance to drive seamless delivery and operational excellence.
Collaborated with leading Business Process Outsourcers (BPOs) in the Philippines (Teletech, Teleperformance, Convergys) and India (Wipro, TCS, Infosys, Accenture), optimizing customer service delivery through strategic engagement and operational oversight.
Liaised with Telstra Global and industry partners to ensure service delivery alignment with agreed-upon SLAs within the BPO framework, managing a multi-technology solution spanning partner networks, Telstra Global International MPLS, and IPMAN for both voice and data services (BGP, BFD, LAN/WAN, subsea cable systems).
Worked closely with internal stakeholders, including Project Managers and Application Owners, ensuring that all technology and operational services adhere to Telstra’s IT Global Contact Centre (IT GCC) technology standards.
Served as the Single Point of Contact (SPOC) for end-to-end contact center architecture and delivery, bridging business and technology teams to ensure comprehensive solution compliance, regulatory adherence, and security approvals.
Drove the successful deployment of Office 365 and Microsoft Teams, enabling enhanced collaboration and productivity across Telstra’s

### Manager - CTI Design Build and Assurance @ Telstra
Jan 2013 – Jan 2015 | Melbourne Area, Australia (Most liveable city)
• Team leadership of up to 15 people providing Operational Support to Telstra Contact Centre products and services (onshore and offshore)
• Manage Relationships with Third party Vendors including Fujitsu, IBM, Genesys, Cisco, Nice and Verint
• Stakeholder Management including C-Level executives
• People Management and Staff Development for better Service Assurance to Customers
• Review and Improve cost estimates for Telstra products and services for the Contact Centre
• Customer Interface for Telstra products and services for the Contact Centre Enterprise customers
• Managed Service Providers with Complex Selling
•Interface with clients to deliver security assessments (penetration testing, vulnerability scans and results with recommendations and heat maps)
•Deliver Business Continuity and Disaster Recovery Plans to clients in line with their IT&T Frameworks including GDPRC

### Senior Solutions Consultant @ Telstra
Jan 2007 – Jan 2013 | Melbourne, Australia
•	Evaluation of Contact Centre Technologies as Genesys SME i.e Cisco, Genesys and Call Recording products and provided recommendations
•	Providing ongoing CTI consulting for Telstra Customers Hosted Customers - Australia Post, Department of Human Services (including Centrelink, Medicare and CSA), Energex and Westpac
•	Managed Service Provider (MSP)
•	Design and Delivery of new Customer Projects including handover to Operations for Business As Usual (BAU)
•	Rack/Stack/Install/Configure Genesys suite of products including Micrcosoft SQL Server (Enterprise) and Oracle Developer Studio) databases
•	Provide support and maintenance for all Telstra CPE Customers - Medibank Private, Australia Post and Red Energy 
•	Guide and mentor technical staff and Field Engineers up to 15 people
•	Manage Relationships with Service Providers and Vendors including Fujitsu, IBM and Genesys
•	ITIL compliance through Telstra and/or Customer interface systems (ITAM Remedy, HP OpenView, ITO, SolarWinds, IBM Clear Quest) Service Management
•	PCI DSS compliance

### Director (Retail) @ The Dreamland Fantasies Pty Ltd t/a Fairies of South Yarra
Jan 2004 – Jan 2013
Fairies of South Yarra provides lifelong memories of kids parties.
Imagine the look on your child's face when their dreams come true in a magical fairy world. At Fairies of South Yarra we have created a unique world and called it "Children's Fairy World" to host boys and girls parties. Fairy parties for girls and Pirates for boys or any theme of your wish....magic happens!

### Customer Interaction Solutions Consultant @ Dimension data
Jan 2000 – Jan 2007 | Melbourne, Australia
•	Resolving all CTI and IVR software and hardware faults logged by Customers to Operation Centre either by internal investigation or through Vendor Escalation to Genesys, Sun Microsystems and Nortel Networks
•	Installation, Support and Maintenance of Genesys Suite of Products including Microsoft SQL Server (Enterprise) and Oracle Developer Studio databases
•	Installation of Sun / Compaq hardware and Unix/Windows software
•	ESX VSphere V3-5x
•	Customer engagement through Professional Services on site.
•	Managed Services background

### Communications Analyst @ Focus Capital Group
Jan 2000 – Jan 2000
•	Manage and administer the NT Servers, Network Devices including Firewall, Switches and Routers.
•	Analyse, design and implementation of methods to use new and existing technologies
•	Maintaining voice and data communications systems and Voice and Data Integration systems
•	Delivering all forms of IT services to the various departments within the organization and providing consultancy to customers and business partners.
•	Communicate technical concepts to Senior Management and demonstrate leadership role in various projects

### Network Systems Engineer @ Shell
Jan 1997 – Jan 1999 | Melbourne, Australia
•	Responsible for SAP/R3 helpdesk function involving answering user queries for all SAP/R3 applications and maintaining SAP/R3 user authorisation levels including system administration.
•	Overall responsibility of performing system backups in accordance with the companies backup strategy
•	Managing and administering Octel Voicemail System and coordinating work on NEC PABX System including maintenance and upgrades.
•	Provide PC hardware and software consulting services to users as well as procurement using SAP/R3
•	Administering and supporting Microsoft NT Server in a clustered environment (Microsoft Cluster Server) , Work station,  and Microsoft Exchange Server
•	Manage Service Level Agreements with business suppliers in conjunction with Law Specialist
•	Providing UNIX/AIX 4.2.1 Systems Administration 
•	Design and develop disaster recovery policies and procedures and implement strategies

### Analyst Programmer/System Administrator @ Victorian Institute of Forensic Medicine
Jan 1997 – Jan 1997
•	Providing PC support to about 100 users including hardware and applications support.
•	Designed and maintained graphical user interface in Ingres 4GL for inhouse management system.
•	Provided system administration on HP-UX including user management and system shutdown and maintenance. 
•	Assisted in system administration on Sun Unix (SunOS/Solaris).


## Education
### Bachelor of Applied Science in Computer Science
RMIT University

### College in Science
Labasa Muslim College - Fiji Islands


## Contact & Social
- LinkedIn: https://linkedin.com/in/msaiyazhussain
- Portfolio: https://www.priceline.com/partner/v2/refer-a-friend-tracker?smartlink=https://smart.link/q2u6lq1azz5ud?PAGEID=RAF_MYTRIPS_IOS&REFCLICKID=RAF_IOS&REFID=DTRAF&creative_id=ffc6212d20df48f836aa71e852b87a05&device_id=device_id&site_id=DF15BFDB720140BE9C2E527F56B75C07

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Source: https://flows.cv/mohammedhussain
JSON Resume: https://flows.cv/mohammedhussain/resume.json
Last updated: 2026-04-13