25+ years in IT outsourcing & BPO consulting
- Certified Outsourcing Professional (COP) specializing in BPO/Contact Center operations, Digital Transformation, Applied AI for CX, and Go-to-Market strategy
- Results-oriented professional with a unique combination of business, commercial, and technical experience providing strategic solutions to global clients
- Senior Consultant, designing AI-powered CX solutions using Google CES, Vertex AI, Dialogflow CX, and CCAI platforms
- Board member and mentor for established and growing companies in the technology and services sectors
Key Topics: BPO operations, Contact Center optimization, CX design, AI-powered customer engagement, collections, telemarketing, bilingual CX, COP, Impact Sourcing
Geographies:
Colombia, Panama, Mexico, Ecuador, USA, South Africa.
Client Sectors:
Telecom, Financial Services, Retail, Government, Technology Services, Healthcare
Community: Host of “The CX Academy” podcast; BPrO & ALOIC Awards Juror; Board member of technology and services companies; National and International Speaker with wide recognition by peers and clients
Career History & Credentials
Consultant: Senior Consultant at Servinformación (Google Cloud Premier Partner), delivering BPO/CX and AI-powered customer engagement solutions across LATAM
- Led strategic engagements for enterprise clients including CCB, FORUS, Centro Médico ABC, and Fundación Santo Domingo (Impact Sourcing)
- Designed contact center P&L models, cost benchmarks, and solution architectures using Google CES, Vertex AI, and Dialogflow CX
Corporate: Commercial VP at Teledatos/Teleperformance for Colombia and US clients, negotiating complex outsourcing solutions
Managed Services Principal for several Latin American countries, designing and delivering complex outsourcing projects with performance tracking
Advisory: ISG Consultant in IT Services, Provider Selection, and Cost Benchmarking
Led IT selection initiatives covering data centers, call centers, help desks, IT support, cloud services, and telecommunications
Speaker: National and International Speaker; CX Summit 2026 (BPrO) invited speaker
Credentials:
- Systems Engineering, Universidad EAFIT
- University Diploma in Administration (Business), Universidad Pontificia Bolivariana UPB.
Contact:
📧 mauricio.velásquez@internalconsulting.com