Kenneth Miller

Founded OmnisonrAI Group and conceived, architected, and launched KenetiCX, a next-generation AI-powered CCaaS platform combining omnichannel communications, explainable AI routing, workforce management, quality assurance, and CRM integration into a multi-tenant SaaS offering. Led product strategy, platform architecture, AI design, cloud infrastructure, security, and go-to-market execution from concept to production release.

Key achievements

• Designed and delivered a production CCaaS platform featuring Agent Desktop, Supervisor, Quality Management, Back Office, and Administrative portals.
• Architected Alloy HX, an explainable AI orchestration layer that provides transparent routing decisions, AI-assisted recommendations, and operational insights.
• Developed AIKen, an embedded assistant that answers platform and configuration questions from cited documentation and does not change the workspace on its own.
• Built skill-based routing with dynamic queue creation across channels, using 1–5 proficiency grades so the highest-skilled available agent is offered the contact first.
• Implemented AI-assisted quality management, with evaluation recommendations a reviewer can confirm, override, or challenge.
• Created workforce management with a baseline forecast and schedule generation a person reviews, approves, and publishes.
• Integrated HubSpot CRM to bring the matching contact and customer context into the agent experience.
• Established identity and security with Microsoft authentication and mandatory multi-factor authentication.
• Designed guided configuration so a workspace can be stood up in the product while the administrator keeps full control.
• Led cloud deployment on Railway and Vercel, with GitHub Actions for continuous integration.
• Partnered with Twilio to carry voice in the browser as part of the omnichannel agent experience.

Led engineering direction for T-Mobile’s cloud-native, AI-driven contact center platforms. Partnered across product, security, operations, and vendor teams to architect solutions that improve customer experience, strengthen platform resilience, and modernize legacy systems. Defined CCaaS strategy, designed routing architectures, and drove adoption of conversational AI and model-ops capabilities. Established engineering standards through CI/CD automation, performance tuning, telemetry, and operational governance. Mentored engineers and led post-implementation reviews. Continued to design and maintain Cisco ICM and CVP VXML Call Studio applications so critical legacy IVR workflows integrate cleanly with modern cloud and AI architectures.

• Led the migration of 10,000+ agents to a cloud-based routing architecture, improving reliability, scalability, and operational efficiency while reducing legacy dependencies.
• Engineered automation that delivered >$1M in cost savings (2024–2025) by eliminating manual processes and optimizing workflows.
• Designed and deployed a Microsoft Dynamics 365 security framework that strengthened data protection, access governance, and regulatory compliance across customer-facing operations.
• Improved observability and incident response with proactive monitoring, executive dashboards, and data-driven diagnostics.
• Aligned platform delivery with T-Mobile’s Un-carrier strategy across engineering, operations, and business stakeholders.

• Developed scalable call-routing solutions and production-ready applications aligned to business objectives.
• Created standardized requirements and release documentation that streamlined deployment communications.
• Designed an automated agent-audit application that reduced manual effort and improved operational accuracy.

• Led functional testing of Cisco Expressways, enabling 99% of customer-care staff to transition to telework during the COVID-19 pandemic.
• Migrated 17 customer experience centers to the Cisco UC platform 60 days ahead of schedule, eliminating legacy hardware maintenance and licensing costs.

• Designed and deployed a CRM solution integrating call prompting, routing, and survey workflows.
• Implemented cloud collaboration including video conferencing, multi-user radio communications, and a client dispatch application.

• Unified call-routing platforms after an acquisition, reducing maintenance cost and improving agent productivity.
• Co-authored a comprehensive Virtual Hold Technology administrator guide used to train IT staff.

• Delivered an enterprise agent-transfer solution that reduced managed-services costs by 14%.
• Led the migration from legacy IXC to SIP using CVP as the ingress gateway, lowering long-term operating expense.
• Implemented monitoring and an incident-tracking database that reduced ICM-related incidents by 85%.

• Owned SLA compliance and served as the primary escalation point for client issues.
• Appointed to restore relationships with key strategic accounts.

• Implemented CMMI processes supporting Level 3 compliance for defect management and QA.
• Led the merger of two ICM environments into a single unified platform.
• Established routing standards that reduced defects by 30% and increased system availability by 25%.

• Instituted a deployment process that reduced customer-impacting defects by 90%.
• Launched eight new call centers nationwide, contributing to an 85% reduction in customer hold times.