Senior Solution Architect
Turning complex technology into decisions customers trust
Design and deliver large-scale cloud, hybrid, AI, and automation architectures for enterprise customers. Specializing in CCaaS, UCaaS, and API-driven integrations.
Deployed VA handling 1000+ calls per month for Cisco TAC, reducing average handling time by 40% while improving first-call resolution by 25%.
Architected secure, compliant payment system via CPaaS with tokenization. Increased collection rates by 65% while reducing manual billing by 80%.
Built lightweight cloud-native CRM with LLM API integration for omnichannel customer communication. 50+ SMB deployments with 4.8/5 satisfaction.
Developed autonomous agent framework using LLM APIs with function calling for sales workflows. Achieved 92% service matching accuracy with 40% more meetings scheduled.
Cisco Technical Assistance Center needed to optimize frontline support with limited agent capacity while maintaining SLA compliance. Manual agent handling was creating bottlenecks.
Architected and deployed secure, API-driven automation integrating virtual agents into Cisco TAC call flows. Virtual Agent now handles 1000+ calls per month, processing complex technical issues with intelligent call routing fallback to human agents, comprehensive call logging, and real-time monitoring dashboards.
APIs, Call Routing Logic, Event-driven Architecture, Real-time Analytics, Speech Recognition
Service provider needed PCI-DSS compliant automated billing without exposing sensitive payment data. Manual payment collection created security risks and was operationally expensive.
Designed end-to-end PCI-DSS compliant payment architecture using CPaaS. Generates secure, tokenized payment links with time-limited access and delivers via SMS/WhatsApp. Payment processing isolated from main systems using secure tokenization, automatic reconciliation via webhooks, and comprehensive audit logging for compliance requirements.
PCI-DSS Architecture, Tokenization, CPaaS APIs, SMS/WhatsApp, Secure Webhooks, Audit Logging
SMBs lacked resources for 24/7 customer engagement. Manual follow-ups were time-consuming, inconsistent, and delayed conversions. Email and chat channels required separate platforms with no unified intelligence.
Built lightweight, cloud-native CRM with integrated LLM APIs for omnichannel customer communication. Automated email and chat responses using prompt-engineered LLMs, intelligent customer context analysis, and dynamic service recommendations based on collected information.
LLM APIs, Prompt Engineering, Email/Chat Automation, Multi-tenant SaaS, CCaaS Integration
Large European telecom company needed to migrate mission-critical on-premises contact center to cloud with zero downtime while handling 500+ agents across multiple countries.
Architected phased migration strategy with parallel running of old and new systems. Implemented intelligent call routing fallback, comprehensive agent training, and structured cutover procedures. Managed complex integrations with legacy CRM and billing systems.
CCaaS Platform, IVR Workflows, CRM Integration, Multi-site Architecture, Change Management
B2B SaaS companies struggled with delayed sales responses and inconsistent service qualification. Manual meeting scheduling and service matching required constant human intervention, limiting scalability during growth periods.
Developed autonomous agent framework using LLM APIs with function calling capabilities. Agent analyzes customer inquiries in real-time, extracts requirements, matches appropriate services, schedules meetings via calendar APIs, and sends personalized service proposals. Integrated with CRM for customer history and communication logging.
LLM APIs, Function Calling, Prompt Engineering, Calendar Integration, Workflow Automation, Real-time Logging
End-to-end design across UCaaS, CCaaS, and automation platforms with focus on scalability and security.
LLM API integration, prompt engineering, autonomous agents, and LLM-driven workflows for enterprise customer engagement and automation.
Event-driven architectures, CRM/CCaaS connectors, and serverless patterns for modern enterprises.
Cross-functional team leadership, stakeholder alignment, and high-stakes transformation delivery.
Complex enterprise environment analysis identifying migration risks, dependencies, and modernization paths.
Full lifecycle oversight from discovery through rollout, parallel run, cutover, and stabilization.
Built secure, API-driven automation for Cisco TAC reducing handling time and improving accuracy
Reduced frontline agent utilization by 40% through automation and workflow redesign
Reduced escalations by 20% through redesigned flows and improved SLA ownership
Created structured onboarding programs and knowledge hubs improving delivery consistency
#37500
Cisco Certified Internetwork Expert
Enterprise networking and architecture expertise
Cisco Certified
AI/ML and LLM Implementation
Advanced proficiency in AI-driven solutions
AZ-900
Microsoft Azure Cloud Certification
Cloud architecture and deployment
Udemy | 2025
Large Language Model Engineering
Prompt engineering and LLM applications
2024 & 2025
Thought Leadership
Industry expertise recognized by Cisco
Certified
LLM & Prompt Engineering
Advanced LLM API integration and autonomous agents
Course Author
Contact Center Training Program
Designed curriculum for Cisco TAC support
2 Fluent
English (C2), Russian (C2), French (A2)
Multilingual communication capability
Email:
kvaksin@outlook.com
LinkedIn:
linkedin.com/in/kvaksin