11/11/2026 updated
PB
40 % partially available
Contact Center & Voice AI Engineer | Sprinklr · Genesys · Dynamics 365 · C#/.NET · Java | 15+ yrs
Ostrava, Czech Republic
Only remote
Ing. (MSc) Information Technology, Czech technical universityAbout me
Hands-on contact center engineer: I implement and integrate Sprinklr and Genesys, build voice AI and conversational agents, and develop Dynamics 365 and custom backend integrations. 15+ years, based in Czechia, working remotely. I write the code myself and stay until it runs in production.
AI AgentsGitHub CopilotLLMAzure FunctionsJava (Programming Language).NET FrameworkApplication Programming Interfaces (APIs)Artificial IntelligenceAndroid Software DevelopmentApplication Integration ArchitectureInteractive Voice ResponseVoIPC Sharp (Programming Language)Call CentersCustomer Experience
Contact center / CCaaS
- Sprinklr Service (certified CCaaS Implementation Specialist): Care Console, Unified Routing, queues, Guided Workflows, Custom Entities, macros, AQM (AI quality management), Source Agnostic API, External API Studio, Sprinklr Conversational AI / AI Agent Builder
- Genesys Cloud CX: custom modules and integrations, React agent desktop extensions
- Genesys Engage: Workspace Desktop Edition (WDE) customisation with C#/.NET and Genesys SDK, CTI, IVR; Genesys PureConnect (Interactive Intelligence)
- Omnichannel routing for voice, chat, email and social; pre-sales demos, RFP/RFI and requirements workshops
Voice AI & conversational AI
- ElevenLabs custom voices and TTS: dataset preparation, voice training, production integration
- Google DialogFlow CX bots with Apigee API proxies to Java backends
- LLM integration and AI agents (Claude, OpenAI GPT, Gemini): prompt design, tools/MCP, guardrails, agentic workflows
CRM & integration
- Microsoft Dynamics CRM / Dynamics 365 CE / Dataverse (since 2010): C# plugins, custom workflow activities, classic workflows, SSRS reports, solution ALM, Dataverse Web API, XrmToolBox
- Salesforce Service Cloud integration with Sprinklr (OAuth client credentials, field mapping, bidirectional case sync) and Salesforce-to-Sprinklr data migration
- REST APIs, webhooks, Azure Functions, ZUGFeRD e-invoicing
Custom internal systems
- Order-management system for a manufacturing company: customer orders, subcontractor purchase orders, partial invoicing, AI extraction of PDF orders with human approval, append-only audit trail, Pohoda accounting integration
- Operational dashboards and tools on vendor APIs (e.g. live case monitoring for a contact center), multi-brand social publishing tool (YouTube Data API, Meta Graph API)
Software engineering
- C#/.NET (ASP.NET Core, WPF, .NET MAUI, SkiaSharp), Java, TypeScript/JavaScript, Node.js (Fastify), React, Python, Groovy, SQL
- Oracle, MSSQL, PostgreSQL, SQLite; Google Cloud Run, Docker, Git, CI/CD; SignalR real-time communication
- AI-assisted development with Claude Code, Codex and GitHub Copilot (agent mode)
Industries: banking, telecommunications, fibre broadband, retail, automotive, software, manufacturing.
Experience
Professional experience10+ years
Freelancer since2013
Languages
GermanBasic knowledgeEnglishFluentSlovakNative speakerCzechNative speaker
Project history
- C# plugins, custom workflow activities and classic workflows for orders, quotes, licences and invoicing in the sales and licensing CRM.
- SSRS invoice reports and an Azure Function producing ZUGFeRD e-invoices; production defect fixes with bounded, auditable data repairs.
- Solution ALM across DEV/TEST/PROD, Dataverse Web API scripting, XrmToolBox.
- Order-management system (go-live planned): customer orders, subcontractor purchase orders and partial invoicing.
- AI extraction of PDF orders and scans (Claude API) with deterministic catalogue matching and human approval; append-only audit trail.
- Integration with the Pohoda accounting system via a local connector (outbound HTTPS only).
- TypeScript, React, Node.js (Fastify), PostgreSQL, Google Cloud Run and Cloud SQL.
- Sprinklr Service implementations for clients in banking, telecommunications, fibre broadband, retail and automotive (CZ, DE, AT, PL, NL, ES): voice, chat, email and social channels, Care Console layouts, Unified Routing, queues, Guided Workflows and custom entities.
- Bidirectional Sprinklr – Salesforce case integration for a German fibre operator (External API nodes, OAuth client credentials, field mapping, loop protection).
- Salesforce-to-Sprinklr migration of a global retailer's service history (Source Agnostic API, bulk import, agent attribution) and AI quality management (AQM).
- Operational web tools on the Sprinklr API for a bank's contact center: live case monitor with routing view and standby-line manager with audit log (Node.js).
- Pre-sales and RFP/RFI work: demo environments, CRM-embedding concepts, conversational AI agents and voice-AI architecture with ElevenLabs.