Analyzing metrics, please wait...
Enter a URL to audit its performance and security standards
⚡ Automated Security & Performance Monitoring
0 active➕ Schedule New Security Monitor
⚙️ Your Active Security Monitors
⏳ Scan History & Analytics
Showing 0 records
👥 Enterprise User Management
Only admins can issue invites and manage access
➕ Create New Access Invite
Marcos Bertozzo
AI & Workforce Systems Manager | Strategic Operations & AI Systems Architect | SOC 2
💡 The Philosophy Behind This App
"This app has been designed, not to display my web development skills, but to display my ability to understand business logic, learn new skills and concepts, and the application of technology to solve real-world problems, regardless of the field or industry. Building simple but high-value solutions is the core of my approach."
🎯 Professional Summary
Strategic professional with 14+ years of experience in contact center operations, progressing from frontline agent to program leadership. Specialized in the intersection of AI-driven systems, web development, workforce management (WFM), Operations, and IT governance. Two-time SOC 2 implementation leader with expertise in building AI-driven platforms, KPI intelligence systems, and workforce optimization tools. Combines deep operational knowledge with hands-on technical execution, leveraging AI-assisted development, Agile (Scrum) methodologies, and rapid prototyping to deliver scalable, secure, and business-aligned solutions. Strong ability to bridge business needs with technical architecture, aligning innovation with COPC standards, compliance frameworks, and enterprise-level operational requirements.
💼 Professional Experience
Workforce and AI Projects Manager
Telecom Networks Outsourcing | 2024 – Present
- Architected and deployed AI solutions (LLM, MCP, Vector DBs) in Linux environments.
- Directed end-to-end SOC 2 implementation and compliance framework.
- Built integrated WFM and KPI systems combining Odoo, VICIdial, and DeskTime.
- Standardized IT operations through ticketing systems and asset management.
Process Engineer / Software Development Manager
VoiceTeam | 2022 – 2024
- Managed two separate software development teams (internal and client-side).
- Acted as a bridge between stakeholders and development teams, translating business needs into technical requirements.
- Redesigned operational workflows to improve profitability and automation efficiency.
Operations Reporting Analyst / Program Manager
Support Services Group | 2018 – 2022
- Program Manager for Michael Kors account (Stevie Awards-winning operation).
- Led operations across 3 sites with 100+ agents during peak season.
- Designed KPI frameworks and reporting data models for vast operations.
Project Implementation Manager
Callmax Dominicana | 2015 – 2018
- Implemented operational programs and performance frameworks.
- Managed call center performance, quality, and productivity.
Account Manager (Microsoft LATAM)
United Nearshore Operations | 2012 – 2014
- Evaluated Microsoft ecosystems for education sector clients.
- Supported software acquisition and implementation strategies.
- Guided clients through adoption and implementation processes.
🎓 Education & Certifications
Mechanical Engineering Technology
Universidad Tecnológica de Santiago (UTESA)
COPC Certified Practitioner
Kenwin (March 2023)
🌍 Languages
⚙️ Core Expertise & Tools
🚀 Key Projects
WFM & KPI Intelligence Platform
Centralized "single source of truth" platform combining Odoo HR, VICIdial, and DeskTime for unified workforce analytics and real-time decision making.
AI Voice Agents & Chatbots
Conversational workflows powered by ElevenLabs, Retell.ai, and Voiceflow, deeply integrated into contact center operations.
Quality Assurance Platform
Configurable dynamic QA platforms featuring custom builder, role-based access, and compliance with strict COPC standards.
Personal Ecosystem Projects
Custom-built financial tracking applications and full-stack personal websites with proprietary domain and hosting management.