Customer Experience · Contact Center Technology

Chip Sharp

Customer Experience & CX Technology Executive Digital Transformation, Omni-Channel & AI-Enabled Contact Centers Driving CSAT, Revenue & Cost-to-Serve Outcomes at Enterprise Scale
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Voice-centric → digital-first, AI-enabled engagement
About

Turning legacy operations into platforms customers want to use

I lead Customer Experience (CX) and technology organizations through enterprise-scale transformation — turning voice-centric, legacy operations into digital-first, AI-enabled engagement platforms that customers actually want to use.

Over the past two decades, I've built and led high-performing teams — onsite, remote, and offshore — across contact center technology, systems architecture, and CX strategy. I've partnered with C-suite executives to map enterprise customer journeys, modernize omni-channel platforms (Genesys Cloud, AWS Connect), and translate technology investment into measurable business results: double-digit gains in customer satisfaction, sustained revenue growth, and materially reduced cost-to-serve.

I'm passionate about the intersection of technology and customer experience — building the systems, teams, and strategy that let companies give customers a voice, and give customers a voice back.

Open to opportunities: Director and VP-level roles in Customer Experience and CX Technology leadership.

What I Bring

  • A track record of leading enterprise transformation from strategy through delivery
  • Deep fluency in omni-channel contact center and CRM ecosystems — Genesys, AWS Connect, Salesforce, Microsoft Dynamics, Twilio, HubSpot, and others
  • Experience owning P&L, budgets, and vendor strategy for technology organizations
  • A history of building the organizational capability to sustain change, not just launch it
Focus Areas

Where I operate

Strategy & Leadership

Customer Experience (CX) Strategy Digital Transformation AI Integration P&L & Budget Management Global Team Leadership C-Suite Stakeholder Management Customer Journey Mapping

Platforms & Technology

Omni-Channel Contact Centers Genesys Cloud AWS Connect Systems Architecture & Integration

Delivery & Governance

Vendor Management Regulatory Compliance & Security Agile Delivery (Jira, Microsoft ADO)
Experience

Two decades of contact center & CX leadership

Mindr
Des Moines, Iowa
Senior Delivery Manager, Telephony and Customer Experience Technology
2025 – Present

Leading enterprise-wide transformation from a voice-centric model to a digital-first, AI-enabled customer engagement strategy across web and mobile channels.

  • Spearheaded the shift to AI-enabled engagement, driving a 20% increase in CSAT and a 15% reduction in staffing costs in year one
  • Aligned C-suite executives and front-line teams around a unified enterprise customer journey map, reducing cost-per-interaction and cost-per-customer by 20%
  • Own end-to-end delivery of the CX technology portfolio, including Genesys Cloud, in-house CRM development, and a multi-vendor ecosystem (HubSpot, Avochato, LivePerson, Twilio)
  • Set agile delivery standards (Microsoft ADO, Jira, LucidChart, Miro) governing systems architecture and integration
Cognizant
Teaneck, New Jersey
Senior Manager, Projects — Enterprise Platform Services, Customer Experience & CRM
2021 – 2024

Designed and delivered omni-channel CX solutions on Genesys Cloud and AWS Connect for enterprise clients across healthcare, hospitality, retail, and telecommunications.

  • Directed large-scale carrier and vendor transitions, leading knowledge transfer, onboarding, and executive reporting to ensure continuity
  • Served as trusted advisor to client C-suite executives on CX technology strategy and real-time operational/financial reporting
  • Directed multi-disciplinary delivery organizations — product owners, scrum masters, developers — driving enterprise CX modernization programs
Powernet Global Communications
Cincinnati, Ohio
Minority Partner & Senior Manager, Customer Experience
2017 – 2021
  • Delivered CCaaS strategy and consultation to 50+ enterprise accounts across industries
  • Owned P&L for the voice services organization; grew cloud voice product revenue from $1M to $4M over three years without increasing headcount
  • Directed engineering teams building custom integrations across Microsoft Dynamics, Salesforce, and Oracle NetSuite
  • Built KPI and analytics frameworks (CSAT, NPS) to inform executive decision-making
Senior Voice Engineer
2013 – 2017
  • Led engineering and technical teams as chief SME across Genesys, Avaya, Cisco, Sangoma, Zoom, Fortinet, and Microsoft platforms
Interactive Intelligence
Indianapolis, Indiana
Senior Technical Team Lead, CaaS
2012 – 2013
  • Led support engineering teams delivering Tier 1-3 support to 30–10,000 seat contact centers
  • Served as chief product architect for the hosted environment
Technical Team Lead, Managed Services
2010 – 2012
  • Led a 12-person cross-functional technical team spanning SIP, messaging, and speech technologies
  • Authored the process framework that became the operational foundation for Genesys Cloud support
Senior Support Engineer / Support Engineer
2007 – 2010
  • Owned escalation resolution and key account management, driving customer base growth and satisfaction gains
Licenses & Certifications

Certified on the platforms I build with

Genesys Cloud Certified Professional
2021
Genesys PureConnect Certified Expert
2018