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I'm Steven Cortes, a telecommunications leader with 15+ years of experience designing and managing large-scale VoIP, contact center infrastructure, and enterprise-level communication strategies. I specialize in building scalable telephony solutions, AI-enabled CX, and cross-functional team leadership to drive efficiency and reduce costs. I thrive on aligning technology with business goals, integrating CRM and automation, and mentoring teams to deliver measurable results. Fluent in English and Spanish, I communicate effectively across stakeholders and enjoy architecting data-driven strategies that improve performance and customer experience.…I'm Steven Cortes, a telecommunications leader with 15+ years of experience designing and managing large-scale VoIP, contact center infrastructure, and enterprise-level communication strategies. I specialize in building scalable telephony solutions, AI-enabled CX, and cross-functional team leadership to drive efficiency and reduce costs. I thrive on aligning technology with business goals, integrating CRM and automation, and mentoring teams to deliver measurable results. Fluent in English and Spanish, I communicate effectively across stakeholders and enjoy architecting data-driven strategies that improve performance and customer experience.

Steven Cortes

AI Engineer, Data Analyst, Data Scientist, +3

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I'm Steven Cortes, a telecommunications leader with 15+ years of experience designing and managing large-scale VoIP, contact center infrastructure, and enterprise-level communication strategies. I specialize in building scalable telephony solutions, AI-enabled CX, and cross-functional team leadership to drive efficiency and reduce costs. I thrive on aligning technology with business goals, integrating CRM and automation, and mentoring teams to deliver measurable results. Fluent in English and Spanish, I communicate effectively across stakeholders and enjoy architecting data-driven strategies that improve performance and customer experience.…I'm Steven Cortes, a telecommunications leader with 15+ years of experience designing and managing large-scale VoIP, contact center infrastructure, and enterprise-level communication strategies. I specialize in building scalable telephony solutions, AI-enabled CX, and cross-functional team leadership to drive efficiency and reduce costs. I thrive on aligning technology with business goals, integrating CRM and automation, and mentoring teams to deliver measurable results. Fluent in English and Spanish, I communicate effectively across stakeholders and enjoy architecting data-driven strategies that improve performance and customer experience.

Available to hire

I’m Steven Cortes, a telecommunications leader with 15+ years of experience designing and managing large-scale VoIP, contact center infrastructure, and enterprise-level communication strategies. I specialize in building scalable telephony solutions, AI-enabled CX, and cross-functional team leadership to drive efficiency and reduce costs.

I thrive on aligning technology with business goals, integrating CRM and automation, and mentoring teams to deliver measurable results. Fluent in English and Spanish, I communicate effectively across stakeholders and enjoy architecting data-driven strategies that improve performance and customer experience.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Spanish; Castilian

Fluent

Work Experience

AI Solutions Engineer at ConnexAI

January 1, 2024 - Present

Shaped the future of customer experience with an AI platform by designing and deploying AI voice and SMS agents to automate inbound and outbound workflows across multiple industries. Built agentic routing to classify real-time intent and trigger workflows (sales, emergency, billing, scheduling). Integrated Microsoft Graph, Google Sheets API, and CRM systems (Salesforce, Airtable, LeadDocket). Automated quality assurance and lead handling, increasing client revenue by up to 45%. Implemented omnichannel communications to reduce handle times and boost engagement. Led end-to-end deployments, client onboarding, and advised on scalable automation architecture, reducing workforce dependency by ~30%.

Call Center Director at Physical Rehabilitation Network

September 1, 2020 - January 1, 2024

Directed telecom restructuring for a 180+ site network, reducing call errors by 35% and increasing patient retention by 85%. Developed and maintained a cloud-based scheduling rules database for onboarding. Leveraged AI chatbots to support omnichannel communications. Collaborated with marketing on campaigns and seasonal trends. Managed a remote workforce of 50+ CSRs, 2 supervisors, and a QA team handling 15,000+ calls per month. Created career paths and incentive plans to improve retention. Led cross-functional teams to enhance patient experience and streamline referrals.

Call Center Manager at United Dental Partners

June 1, 2017 - September 1, 2020

Restructured call flow and IVR for multi-site customization using NICE CXone Studio; implemented NICE CXone omnichannel for calls, emails, and chat. Revamped new hire training to improve knowledge retention and scheduling accuracy. Conducted weekly site-level meetings to drive improvements; presented performance to the executive team monthly. Reduced turnover from 108% annualized to 35% and grew inbound agents from 12 to 35. Built an outbound team focused on retention opportunities.

Call Center Manager at Trustmark Insurance Company

August 1, 2014 - June 1, 2017

Led customer service, retention, and process improvements; developed a Customer Retention Team resulting in 30% higher retention. Optimized call flow with NICE CX One and NICE Quality Management. Enhanced CSR reporting to boost productivity and supported pilots to improve the customer experience. Created interactive executive presentations. Led a team of 20 CSRs with multiple Team of the Month awards.

AI Solutions Engineer | Conversational AI | Automation & API Integrations at ConnexAI

January 1, 2024 - Present

Shaped customer experience by designing and deploying AI voice and SMS agents, automating inbound and outbound workflows across multiple industries. Built real-time agentic routing to classify intent and trigger workflows for sales, emergency, billing and scheduling. Integrated external APIs including CRM systems (Salesforce, Airtable, LeadDocket) and Google Sheets. Automated AI-driven QA and lead handling, increasing client revenue by up to 45%. Implemented omnichannel communications to reduce handle times. Led end-to-end deployments and client onboarding, reducing workforce dependency by ~30% and advising on scalable automation architecture.

Call Center, Director at Physical Rehabilitation Network

September 1, 2020 - January 1, 2024

Directed end-to-end restructuring of telecom systems across 180+ sites, reducing call errors by 35% and increasing retention by 85%. Developed a cloud-based scheduling rules database to streamline onboarding. Led AI chatbot development for omni-channel support. Managed a remote workforce of 50+ CSRs, 2 supervisors, and a QA team handling 15,000+ calls/month. Collaborated with marketing to align campaigns with seasonal trends and ensured seamless coordination.

Call Center, Manager at United Dental Partners

June 1, 2017 - September 1, 2020

Restructured call flow/IVR for multi-site dental network using NICE CXone Studio. Implemented NICE CXone Omni-Channel for phone, email, and chat. Revamped new-hire training, improving knowledge retention and scheduling accuracy. Led weekly site meetings to improve efficiency and presented performance to Executive Leadership monthly. Reduced turnover from 108% to 35% annualized and grew the department from 12 to 35 inbound agents; developed an outbound team focused on retention opportunities.

Call Center, Manager at Trustmark Insurance Company

August 1, 2014 - June 1, 2017

Led Customer Service, Retention, and Process Improvements. Developed a Customer Retention Team resulting in a 30% increase in retention. Worked with NICE CX One to optimize call flows and utilize NICE Quality Management tools. Improved CSR reporting and productivity. Led a 20-strong CSR team that earned Team of the Month on multiple occasions.