Contact Centre & AI Solutions Architect · Brno, Czech Republic
Transforming contact centres through intelligent architecture — from Genesys Cloud deployments to production-grade AI voice systems.
What I Do
End-to-end design and deployment of Genesys Cloud CX platforms — from greenfield builds and complex migrations to IVR optimisation, routing strategy, and ACD configuration. Delivered for enterprise-scale contact centres across multiple industries.
Production-grade AI voice bots, intelligent chatbots, and RAG pipelines that integrate seamlessly with CCaaS platforms. Experience building with Claude API, ElevenLabs TTS, and Vertex AI — from architecture through to deployment and monitoring.
Designing and deploying cloud-native architectures on GCP — including CCAI (Dialogflow CX, Agent Assist), BigQuery analytics pipelines, Pub/Sub event streaming, and Cloud Run deployments for contact centre workloads.
Strategic WFM advisory covering forecasting models, scheduling optimisation, and adherence frameworks. Hands-on experience configuring Genesys WFM and integrating third-party WFM platforms to reduce overstaffing and improve service levels.
Building scalable automation workflows with n8n — connecting CRM systems, ticketing platforms, telephony APIs, and AI services into cohesive, event-driven pipelines. From lead enrichment and sales prospecting to post-call follow-up automation.
Unlocking insight from voice data using platforms like Genesys SpeechMiner and interaction analytics tooling. Design of custom dashboards, agent performance frameworks, and quality scoring models that drive measurable CX improvement.
Portfolio
Led the pan-African migration of MultiChoice's contact centre operations from Genesys Engage to Genesys Cloud — executed during COVID-19 as an urgent platform modernisation. Delivered IVR self-service flows, inbound call routing, and full digital channel enablement including Facebook, X (Twitter), live chat, and email across 13 countries simultaneously.
13 African countries successfully migrated to Genesys Cloud, maintaining service continuity throughout the COVID-19 period.
Managed the end-to-end migration of MultiChoice's contact centre infrastructure from Alcatel-Lucent to Genesys Engage across five African countries. The project unlocked advanced routing capabilities, improved agent tooling, and significantly elevated the quality of customer service and technical support the business could deliver.
5 countries successfully transitioned to Genesys Engage, delivering enhanced customer service capabilities and expanded feature set.
Delivered a portfolio of Alcatel PABX installations and platform migrations for enterprise clients across South Africa and the broader African continent while at Altron. Provided hands-on technical implementation, site commissioning, and post-deployment support — building deep expertise in enterprise telephony infrastructure that underpins later CCaaS work.
Multiple enterprise PABX deployments successfully delivered across South Africa and African markets.
Designed and implemented conversational voice AI agents on Google Cloud Platform using Dialogflow CX, integrated directly with Genesys Cloud for telephony handling. The solution enabled intelligent self-service for inbound callers — handling intent recognition, dynamic responses, and seamless escalation to live agents where required.
Deployed production voice AI agents on GCP fully integrated with Genesys Cloud, enabling automated self-service at scale.
About
I'm Stephan Taljaard — a Genesys-specialist CX consultant currently based in Brno, Czech Republic, where I work at EmbedIT delivering end-to-end solutions across both Genesys Engage and Genesys Cloud. My day-to-day spans platform architecture, Architect flow design, third-party integrations, voice and chatbot deployments, and API-driven custom reporting.
I built my expertise over 13 years deeply embedded in the MultiChoice account at Altron Digital Business — one of Africa's largest broadcasting groups. In that time I progressed from Technical Support Engineer through to Voice Engineer, Team Lead, and Technical Account Manager. I led critical CX transformations including the migration of 5 countries from Alcatel-Lucent to Genesys Engage, and the migration of 13 African contact centre sites to Genesys Cloud during the COVID-19 pandemic.
I'm equally at home in the cloud, having designed and deployed AI voice agents on Google Cloud Platform using Dialogflow CX, integrated with Genesys Cloud for telephony. A native English and Afrikaans speaker, I bring the same intensity to every engagement: deep technical rigour, genuine curiosity, and a drive to build solutions that actually move the needle.
What genuinely excites me about this field is that it never stands still — and neither does the impact. There's nothing quite like watching a customer's operation transform and knowing your work made that possible. Outside of work, I enjoy spending time with my wife, hiking, and gaming.
Career
Providing end-to-end CX architecture and support across Genesys Engage and Genesys Cloud. Designing Architect flows and solution architecture, deploying voice and chatbot solutions, configuring third-party integrations, and building custom API-driven reports and proactive monitoring alerts for enterprise clients.
13 years embedded in the MultiChoice account — one of Africa's largest broadcasting groups — progressing from CSR and Technical Support Engineer to Voice Engineer, Team Lead, and Technical Account Manager. Led critical CX transformations across sub-Saharan Africa, including migrations from Alcatel-Lucent to Genesys Engage (5 countries) and from Genesys Engage to Genesys Cloud (13 countries). Managed L1–L3 operations, SLA governance, vendor relationships, and agent training programmes.
Early career role building hands-on expertise in enterprise networking and telephony infrastructure — the technical bedrock for everything that followed.
Formal qualification in computer systems, networking and telecommunications — the launchpad for a career built on deep technical understanding of voice and data infrastructure.
Get In Touch
Whether you're planning a CCaaS migration, evaluating AI voice capabilities, or looking for a senior technical partner to drive a complex implementation — I'd like to hear about it.