Profile

Resume

A living professional profile that contains only facts safe to share publicly.

Profile

Jim is a Senior Solutions Architect specializing in contact center, customer experience, and conversational AI, with more than 15 years of experience delivering enterprise communications and customer experience solutions across financial services, telecommunications, cloud, and enterprise sectors.

He focuses on translating business needs into production-ready cloud solutions, covering customer journey discovery, solution architecture, system integration, project delivery, and partner enablement. He holds AWS Certified Solutions Architect - Professional and PMP certifications.

Core competencies

• AI contact center & conversational AI: ASR, TTS, NLP, intelligent IVR, agent assist, voiceprint authentication, AI agent design
• Cloud & solution architecture: AWS, Amazon Connect, Tencent Cloud, cloud migration, customer experience platform delivery
• Telephony & contact center: CTI, IVR, ACD, SIP, H.323, WebRTC, Avaya Aura, FreeSwitch, Kamailio
• Enterprise integration & delivery: CRM integration, Salesforce, requirements analysis, technical consulting, project governance, partner enablement

Professional experience

Baidu | Senior Solutions Architect - AI Contact Center & Intelligent Cloud

Apr 2022 - Oct 2025, Chengdu

• Led solution architecture and delivery for enterprise AI contact center and intelligent cloud projects on Baidu Cloud.
• Designed end-to-end customer experience solutions integrating ASR, TTS, NLP, conversational AI, and CRM systems.
• Worked with enterprise customers and partners on requirements discovery, capability assessment, and implementation planning.
• Provided technical governance across concurrent projects to ensure quality, reliability, and business alignment.
• Created standardized delivery assets and architecture templates that improved deployment efficiency for partner-led implementations.
• Turned customer feedback into product improvements and trained partner engineers and delivery teams.

Chongqing Libaite Consulting | Solutions Architect

Jul 2020 - Mar 2022, Chongqing

• Led end-to-end solution architecture and bid responses for enterprise digital transformation and customer experience projects.
• Managed the full project lifecycle, including requirements analysis, architecture design, vendor management, implementation oversight, and customer acceptance.
• Delivered cloud, communications, and customer engagement solutions for enterprise clients across industries.
• Supported approximately RMB 2 million in contract wins through solution consulting, proposal development, and technical presentations.
• Built partnerships with technology vendors and system integrators to expand solution capabilities and delivery coverage.

MSFinance | Head of Intelligent Contact Center Product & Engineering

Jun 2017 - Jun 2020, Chongqing

• Built and led a cloud-native intelligent contact center platform from the ground up, supporting 5,000+ concurrent agents across 5 cities.
• Delivered core platform capabilities including CTI middleware, IVR engine, ACD routing, agent desktop, and CRM integration layer.
• Brought ASR, TTS, intent recognition, voiceprint authentication, and real-time agent assist into production operations.
• Migrated the platform from on-premises infrastructure to Tencent Cloud, improving resilience and scalability across cities.
• Managed a 30+ member cross-functional team spanning product, engineering, QA, DevOps, and operations.
• Received a national patent for intelligent contact center technology (CN110581928A) and managed a platform budget above RMB 10 million.

Avaya | Senior System Engineer

Apr 2016 - May 2017, Chengdu

• Designed enterprise contact center and unified communications solutions for financial services, government, and retail clients.
• Led pre-sales activities including customer discovery, RFP/RFI response, architecture design, PoC delivery, and commercial coordination.
• Won Avaya’s first cloud contact center deal in the financial services sector in Greater China.
• Enabled and trained 10+ channel partners on product positioning, solution design, and delivery readiness.
• Coordinated with global product and engineering teams on China-specific customization and deployment requirements.

China Minsheng Banking Corp. Ltd. | Senior System Engineer

Jul 2013 - Mar 2016, Beijing

• Managed end-to-end IT delivery for contact center infrastructure projects valued at approximately RMB 20 million.
• Translated business requirements from operations teams into technical specifications for internal and external delivery teams.
• Managed vendor relationships, SLA compliance, system upgrades, and acceptance processes.
• Coordinated cross-functional stakeholders to deliver on time and on budget.

Beijing Teamsun Technology Co., Ltd. | Technical Support Engineer

Mar 2011 - Jun 2013, Beijing

• Delivered contact center implementation projects for 50+ enterprise clients, including state-owned banks, energy companies, and telecoms.
• Covered the full implementation lifecycle: solution design, installation, integration testing, go-live support, and post-launch maintenance.
• Supported major deployments including a 2,000+ seat bank contact center, multi-city gas customer service center, and national unified communications rollout.

Education

• University of Electronic Science and Technology of China, Master of Business Administration, 2015 - 2017
• China West Normal University, Bachelor of Electronic Information Science and Technology, 2003 - 2007

Languages & certifications

• Chinese: native
• English: professional working proficiency, IELTS 7
• Japanese: limited working proficiency
• Certifications: AWS Certified Solutions Architect - Professional, PMP
• Patent: CN110581928A

Contact

• Email: shizhi3620@gmail.com
• GitHub: shizhi3620
• LinkedIn: jimluo01