Customer Experience Architect

STERLING ROSS

925-***-**** **************@*****.*** SARASOTA, FL LINKEDIN.COM/IN/STERLINGROSS

CX Transformation AI /Product Strategy Cloud Modernization Product Innovation Enterprise Delivery Leadership

Enterprise CX & AI Transformation Leader: Directs multimillion-dollar modernization initiatives that connect business strategy, design,

and technology to accelerate growth, improve NPS, and simplify complexity. Known for translating high-stakes enterprise challenges into

measurable business results by uniting executives, architects, and delivery teams around a shared vision.

Transformation Execution Leader: Trusted by Fortune 500, healthcare, finance, and federal organizations to rebuild operating models,

deploy AI-enabled ecosystems, and deliver transformations that scale with speed, precision, and impact. Directed 150-person global teams

completing $600M merger migration four times faster than industry standard while ensuring compliance and operational continuity.

Business & Technology Integrator: Converts complexity into clarity by bridging business strategy and engineering execution. Proven

record aligning executives and technical teams to design AI-enabled architectures and scalable CX ecosystems that improve profitability,

reliability, and customer loyalty. Known for servant leadership, empowering global teams to deliver transformation with speed, precision,

and purpose.

KEY IMPACTS

$1.5B revenue growth by transforming Specialty Pharmacy Customer Experience, cutting onboarding time from six weeks to five

minutes while improving NPS by 20%.

Directed 150-person global teams to deliver a $600M complex integration in 6 months under immovable merger deadlines. This

migration was delivered 4x faster than industry standard through agile sequencing and cross-disciplinary leadership.

$3M annual savings from secure wireless WAN product developed and deployed to 5,800 branches and 3,500 ATMs.

Blue-green deployment and BCP framework at Mastercard enabling 24x7x365 business continuity.

Standardized GxP compliance processes at Novartis reducing rework, accelerating delivery cycles, and ensuring audit-ready compliance.

Recognized by Optum leadership for innovation and collaboration in designing customer-centered architectures.

Preserved $3M contract that was in jeopardy by working with business leaders to redesign CX platform and deliver innovative features

and solutions.

PROFESSIONAL EXPERIENCE

CX Transformation Architect (Consultant) Mastercard Remote 03/2025 11/2025

Engaged at Director-level capacity driving enterprise CX transformation from strategy through execution.

CCaaS Architect and Customer Experience consultant partnering with Product Management and business stakeholders to design and

deliver Avaya-to-Genesys migration strategy.

Built blue-green deployment process and designed Hot BCP solution ensuring zero downtime and immediate failback capability.

Developed reusable configuration-based call flows and product documentation to streamline future migrations.

Tech: Genesys Cloud CX, CTI, Salesforce, Amazon Lex, Rally, ServiceNow, Figma, Figjam, Splunk

CX Solutions Architect (Consultant) Genesys at Novartis Pharmaceuticals Remote 04/2024 02/2025

CX Solutions Architect consulting on a GxP-compliant CX platform for Specialty Pharmacy, tailoring solutions to business and

compliance needs for Oncology including Nuclear Medicine, Cardiovascular, and Immunology therapies.

Streamlined development, design, and processes meeting strict FDA and internal quality standards. Automated GxP Audit reporting

resulting in reduction of 20 hours of work bi-weekly.

Onboarded four Oncology drugs under tight FDA timelines.

Tech: Genesys Cloud CX, Salesforce, Amazon Lex, AE Brain, Ortoo, Jira, ServiceNow

CX Program Manager (Consultant) U.S. Department of Labor Remote 07/2023 04/2024

Planned and directed enterprise contact center modernization from Genesys PureConnect to Genesys Cloud CX for all organizations

and offices under the Federal Department of Labor.

Managed four-person cross-functional team (architect, systems analyst, trainer, engineer) delivering enterprise CX modernization.

Collaborated with federal agency leaders to build CX modernization roadmap and governance model.

Tech: Genesys Cloud CX, Genesys PureCloud, Visio

Customer Experience Architect (Consultant) Servion / Genesys Remote 12/2021 03/2023

First person in the company to earn all eight Genesys Cloud CX certifications to enable Servion to achieve Genesys partner status and

win new customer contracts with Genesys.

Delivered Genesys Cloud CX modernization for Sirius XM, saving a $3M+ enterprise contract that was in jeopardy.

Managed developers migrating AAA to Genesys Cloud and trained Genesys, Verizon, and Sirius XM staff in Genesys Cloud CX.

Advised Servion leadership on sales, growth strategy, and innovation. Interviewed candidates and built a large bench of Genesys Cloud

CX consultants for Servion to prepare for partner contracts.

Developed an innovative logging system for SXM to assist the business and developers in rapidly troubleshooting customer facing issues.

Designed Google Dialogflow CX chatbots as a proof of concept for potential clients at Servion. Trained in Nice CXone.

Tech: Genesys Cloud CX, Salesforce, Afiniti, Call Miner, Google Dialog Flow CX, Visio, Nice CXone

Customer Experience Architect Lead (Consultant) Optum Remote 02/2020 07/2021

Directed eight voice and digital teams designing telecom and digital CX for a $10B+ business portfolio, including Optum Bank, Specialty

Pharmacy, Premier Specialty Pharmacy, Infusion, Hemophilia, External Payer groups, and five Alere-acquired business units.

Partnered directly with CIOs and executive sponsors across five acquired business lines to align CX strategy with revenue, compliance,

and patient outcomes, including 1-800-Quit-Now lines for 23 states, internal and white label Advice nurse lines, Cardio nurse lines, Rally

Health Coaches, and Employee Assistance Programs for a large part of the Fortune 500 companies.

Completed $600M Alere merger integration 4x faster than industry average, safeguarding acquisition against immovable timeline.

Partnered with Specialty Pharmacy leadership to redesign CX across Oncology, Cardiology, Gastroenterology, Hematology, and

Pulmonary, doubling revenue from $1.5B to $3B under 1 year, raising NPS 20%, and cutting onboarding from 2 months to five minutes.

Designed SMS-enabled platform for Hemophilia patients enabling direct access to life-saving medications.

Tech: Genesys Engage, Salesforce, Avaya, Cisco ICM, Rally, Splunk

Senior Project Manager (Consultant) EQ by Equiniti Minneapolis, MN 11/2018 06/2019

Migrated telecom systems from Wells Fargo Shareowner Services to Equiniti start to finish in under seven months.

Collaborated with vendors, engineering and operations teams across two countries to ensure successful migration and compliance.

Built e911 and emergency wire-line capabilities across two countries per Kari s Law and Ray Baum s Act.

Tech: British Telecom, Skype, Cisco, Verint, Verizon IVR, Nuance IVR, Genesys Cloud CX

Product Manager / Relationship Manager Wells Fargo Remote 08/2013 03/2018

Engaged CIOs across Consumer, Corporate, and Investment Banking, Wealth Management, and Commercial divisions to align

modernization with customer experience, functional, and compliance goals.

Guided vendors, business leaders, and engineering teams from proof of concept to launch, delivering secure cellular voice and data

WAN solutions across 5,800 retail sites and 3,500 ATMs, reducing connectivity costs by 87% and saving $3M annually.

Negotiated enterprise wireless connectivity pricing.

Tech: Cisco, AT&T, Verizon

EXECUTIVE LEARNING & CERTIFICATIONS

Committed to continuous learning and innovation across business strategy, AI, and process improvement. Certified with Google, Genesys,

and Zscaler; trained Genesys professional services engineers and delivered internal CX and feature presentations to business stakeholders.

Passionate about lifelong learning and Kaizen; continuously advancing knowledge across technology, leadership, and behavioral science to

drive better customer outcomes. Ongoing executive education across AI, CX, and process optimization.

Genesys Cloud CX (8 certifications): Advanced Architect, Professional (GCP), Developer (GCD), Scripting, Outbound, WFM, Quality

Management Salesforce Certified AI Specialist Google Contact Center AI (Dialogflow CX, CCAI) Lean Six Sigma Kaizen Continuous

Improvement ITIL Foundations Zscaler Zero Trust Architect Microsoft Certified Professional CISSP Training Complete Private

Pilot License (Physics, Navigation, Systems, Weather, FAA Regulations) Conflict Resolution & Mediation

TECHNOLOGIES & EXPERTISE

Genesys Cloud CX Amazon Connect Salesforce ServiceNow AI integration & Enablement CCaaS CX Design Digital

Transformation Process Automation Cloud Architecture & Migration Enterprise Integration Product Strategy Business Operations

Modernization Gemini Replit Vibe Coding Grok Ollama

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