22.06.2026 aktualisiert

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Independent Advisor: Omnichannel CX, Conversational AI, GenAI - Contact Center

Zug, Schweiz
Weltweit
MBA, MSc, Diplom-Wirtschaftsinformatiker
Zug, Schweiz
Weltweit
MBA, MSc, Diplom-Wirtschaftsinformatiker

Profilanlagen

CV Christian Bucholdt Advisory.pdf
CV_Christian_Bucholdt_Omnichannel_Architecture.pdf
CV_Christian_Bucholdt_Low_Code_Tech_Lead.pdf

Über mich

Independent architect & advisor for omnichannel CX and enterprise low-code. CCaaS (Genesys, Salesforce/Agentforce, Sprinklr), conversational AI (Kore.ai cert.), GenAI in service ops, low-code delivery (OutSystems cert., Appian). 20+ yrs, UBS/EPAM/Persistent. TOGAF, PMP. DACH/CEE. DE/EN.

Skills

Künstliche IntelligenzNatural Language ProcessingSolution ArchitectureGenesysOutsystemsSalesforce LightningAppianGenerative AI
Program Management
Projektleitung
Enterprise Architekt
Lead Analyst
Solution Architect
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Technologien:
Low-code / No-code
OutSystems
Appian
Genesys Engage / Genesys Cloud CX
Salesforce / Agentforce CC
Sprinklr
Quantum Computing
D-Wave Leap / Ocean SDK
Generative AI
Natural Language Processing (NLP)
Kore.ai XO Platform
Langchain
Python

Roles:
Program Management
Enterprise Architect
Requirements Engineering
Solution Design / Solution Architecture
Architecture / Management Coaching
Multi-Channel / Omni-Channel
(internationales) Consulting
(internationales) Projektmanagement
Programm Management
Nearshore / Offshore Management

Industries:
Market research
Banking / Finance / Insurance
Engineering / Manufacturing
Private Equity
Retail
IT Service Provider
Software Product vendor

Certificates:
OutSystems
Appian
TOGAF Business Architecture
Azure Fundamentals
Azure IoT Developer specialty
PMP Project Management
ITIL v2/v3 Foundation
ITIL v3 Release, Control & Validation Zertifizierung (Practitioner)
CObIT Practitioner
OMG Certified UML Professional Foundation (OMG)
Certified Professional for Requirements Engineering, Foundation Level (IREB)
Certified Scrum Master (ScrumAlliance)
D-Wave Quantum Computing core training
DeepLearning LLM course

Experience:
(international) Consulting
(international) Project management
Large scale program management
Nearshore / Offshore Projects
Training/Education
IT Service Management
IT Governance
Requirements Engineering
Enterprise Architecture

Standards/Best Practice:
TOGAF
Scrum / SAFe
PMI Project Management
COBIT / Val IT / Risk IT
ITIL
UML
BPMN
GAMP 5

Erfahrung

Berufserfahrungmehr als 10 Jahre
Freelancer seit2008

Sprachen

DeutschMutterspracheEnglischverhandlungssicher

Projekthistorie

Salesfoce - Genesys: Integrated contact center and customer care solution

Medical Device Manufacturer, Germany
Project: Global omnichannel contact center — Genesys Cloud & Salesforce Service Cloud Client: Leading German medical device manufacturer Role: Product Owner & Business Architect
Context Global rollout of a new contact center setup combining Genesys Cloud (CCaaS) with Salesforce Service Cloud as the agent desktop. 20+ countries, multi-language, replacing the fragmented regional setups the client had grown into.
What I did
  1. Owned the product side end-to-end: backlog, priorities, and getting global and regional stakeholders to agree on what "one solution" actually meant in practice
  2. Designed the business architecture for how agents would work day-to-day — routing, case handling, language handling — and made sure it survived contact with the regional realities
  3. Worked through the Genesys–Salesforce integration with the technical teams: CTI, screen-pop, getting case and reporting data to line up across both platforms
  4. Kicked off the migration path toward a Salesforce Agentforce-based contact center as the next step
Technologies Genesys Cloud, Salesforce Service Cloud, Salesforce Agentforce, CTI integration
Outcome One global contact center platform instead of a patchwork of regional ones. Groundwork in place for the move to Agentforce.

Principal Business Architect Multi-Channel / Omni-Channel

Bank

Banken und Finanzdienstleistungen

5000-10.000 Mitarbeiter

Selection and definition of future Contact Center Solution. Eco-system, integration architecture and implementation roadmap. Client outreach optimization. AI application and automation.

Principal Productivity Solutions - Low-code, AI and Shoring

IT Service Provider

Sonstiges

>10.000 Mitarbeiter

Responsibility for delivery of technology driven productivity improvements in banking, insurance, manufacturing and retail.
Experience with large scale nearshoring and offshoring initiatives delivering value with globally distributed teams for clients in europe and Middle East. Building service offerings, plan go to market and establish relationships to NN client opportunities.
Delivering efficiency in IT products and projects. Enterprise Architect responsible for operating model and KPI metrics for organizations with GenAI delivery capabilities. Advisory for C-suite executives about GenAI usage, potential use cases, target architecture and expected benefits beyond the mainstream.

Technologies: Python, Salesforce, Einstein, Low-code/No-code OutSystems, Appian, Kore.ai XO, Github Co-Pilot, Cursor, Supermaven

Principal Enterprise Architect Digital Health Insurance

IT Service Provider

Versicherungen

5000-10.000 Mitarbeiter

Bringing structure in legacy IT landscape. Identification of gaps. Definition of target architecture and implementation roadmap. C-level presentation and advisory.

Delivery Lead Germany - Telco / IoT / Engineering

EPAM Systems

Internet und Informationstechnologie

>10.000 Mitarbeiter

I am supporting presales and implementation of projects for engineering and telecommunication companies in the areas of 5G/OpenRAN, IoT and Edge Computing with focus on private/campus network setup. In these projects I am responsible for solution presentation, project setup and execution as well as guidance of architectural solution discussions. The projects are executed in an onsite-nearshore operating model.

Technologies: Azure IoT, Python, Java, Jira, Mavenir OpenRAN

Solution & Product Management for Omnichannel Contact Center Solution

EPAM Systems for UBS Business Solutions AG

Banken und Finanzdienstleistungen

>10.000 Mitarbeiter

I am developing the product strategy for multichannel contact and advisory solution for a large wealth management banking institution in Switzerland. Goal is establishing a global platform for harmonized multichannel offering and backoffice efficiency measures. The platform implementation is ongoing for global hubs in Switzerland, Frankfurt, Poland, India, Hongkong, Singapore and United States. In my role I am guiding the project execution and alo the long-term technical platform setup using cloud technology and supporting relevance compliance measures.

Technologies: Genesys, Nice, Kore.ai, Java, Jira, Enterprise Architect

IT Head Digital Factory - Scaled Agile Transformation

UBS Business solutions AG

Banken und Finanzdienstleistungen

>10.000 Mitarbeiter

In my role as IT Head Digital Factory at UBS I was leading the scaled agile transformation of an IT organization of 3000+ people plus related business functions in Switzerland, Hongkong and Singapore. An organizational model based on the SAFe methodology was established in the Wealth Management organisation. At the end of my engagement 30+ Agile Release trains have been established with ca. 150 scrum teams. About 20'000 hours of training have been provided during this time. I was also leading an organization of coaches to support the development of the organization.

Delivery Lead Client Advisory Channel Solutions

UBS Business solutions AG

Banken und Finanzdienstleistungen

>10.000 Mitarbeiter

I was reorganizing the client advisory solution delivery in the IT organization with setup in Switzerland, Poland, Hongkong and Singapore. First I transformed a disfunctional organization with low delivery reliability in a disciplined and transparent organization with clear delivery goals and results. Then I was building up a new product line for client advisory functions with a multitude of backend integrations within the bank. A comon delivery model has been established across all locations with close collaboration of global set of business stakeholders.

Zertifikate

OutSystems Delivery Specialist

OutSystems

2025

TOGAF Business Architecture

OMG

2024

NLP Analyst

Kore.ai

2023

PMP

Project Management Institute

2014

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