Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marco Hirschmann

Hendrik-Ido-Ambacht

Summary

Strive not to be a success, but rather to be of value. Drawing upon over three decades of hands-on experience in both Enterprise technologies and SMB, I bring a unique blend of technical expertise and strategic sales acumen to the table. With a solid foundation in collaboration, network engineering and solution selling, I have seamlessly integrated these pillars to become a trusted advisor for my clients, navigating the complex intersection of technology and business needs. My both technical and sales proficiency spans the Cisco Collaboration Portfolio, Google CCAI- Platform, and other innovative technologies. I have successfully engaged in transformative audio / video initiatives, such as converting training rooms, healthcare auditoriums, Houthoff meeting spaces, and Mainfreight facilities and many more into hybrid environments. These achievements are not only a testament to my technical prowess but also underscore my commitment to delivering solutions that align with business objectives. What sets me apart is my dual role as both a technical and a seasoned sales professional. I have proactively embraced the sales landscape, cultivating a deep understanding of client requirements and industry dynamics. Leveraging this comprehensive knowledge, I have positioned myself as a proactive advocate for clients, ensuring that the solutions I propose not only address their technical challenges but also align seamlessly with their overarching business processes. In the dynamic and ever-evolving world of technology, my commitment to staying at the forefront of innovation has allowed me to be an instrumental force in driving user adoption during the COVID-19 pandemic. This proactive approach, coupled with my ability to understand and articulate the intricate details of technology, positions me as a valuable partner for businesses seeking not just a consultant but a true collaborator in their journey towards success. In addition to my technical / sales proficiency, I have actively engaged with multiple PSTN connectivity providers, establishing connectivity via PSTN with Cube's or direct SIP connectivity to data centers worldwide. My collaboration with industry-leading vendors such as Vodafone, Gamma, Lumen, Twilio, Orange Business Service, and BT Global Services underscores my commitment to delivering holistic solutions that address not only technical intricacies but also the diverse connectivity needs of businesses on a global scale. My proactive engagement in sales has been a key differentiator, allowing me to translate client requirements into compelling, comprehensive solutions. This unique combination of technical know-how and sales acumen has positioned me as a proactive advocate for clients, ensuring that the solutions I recommend seamlessly integrate with their business processes. As highlighted by numerous recommendations on my LinkedIn profile, colleagues, customers, and managers alike acknowledge my exceptional problem-solving skills and dedication to success. I am poised to bring this wealth of experience to drive innovative solutions and contribute to the success of future endeavors.

Knowledgeable consultant with proven background in consulting, delivering strategic insights and effective solutions to clients. Successfully led multiple projects, enhancing operational efficiency and driving business growth. Demonstrated expertise in problem-solving and client relationship management.

Consulting professional with strong track record in delivering impactful business solutions. Adept at strategic planning, data analysis, and process improvement. Known for fostering team collaboration and adapting to evolving project needs. Brings expertise in client relations, problem-solving, and driving measurable results.

Professional consultant with track record of providing valuable insights and strategic solutions to diverse clients. Adept at leveraging analytical skills and industry knowledge to drive impactful outcomes. Known for fostering team collaboration and adapting to dynamic environments, ensuring project success and client satisfaction.

Experienced with delivering strategic consulting services to enhance client business operations. Utilizes in-depth industry knowledge and analytical skills to identify and implement effective solutions. Track record of building strong client relationships and driving measurable results.

Data Consultant utilizing quantitative analysis tools to investigate problems thoroughly before developing comprehensive solutions, tailored specifically to each individual business need. Excels at presenting complex information in easy-to-digest format, allowing clients to make informed decisions quickly.

Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.

Effective advisor communicates well with people of all ages and backgrounds. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes.

Forward-thinking Operations Specialist bringing 30 years of expertise in all areas for all sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.

Thorough team contributor with strong organisational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Overview

18
18
years of professional experience

Work History

Freelance Customer Journey Business CX Consultant

Self-employeed
03.2024 - Current
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Managed client relationships through regular check-ins and updates on project progress.
  • Enhanced communication among team members to foster collaborative and supportive work environment.
  • Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
  • Developed innovative strategies for clients, resulting in increased revenue and business growth.
  • Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
  • Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
  • Analysed data sets to identify trends and opportunities for process improvements within client organisations.
  • Designed tailored training programs for employees at various levels within the organisation, boosting overall skillsets.
  • Collaborated with teams to define, strategise, and implement marketing and web strategies.
  • Conducted thorough market research and analysis, providing valuable insights for client decision making.
  • Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
  • Enhanced team productivity with implementation of agile methodologies, streamlining project delivery processes.
  • Coordinated with external partners and vendors to deliver comprehensive solutions that meet clients' diverse needs.
  • Conducted risk assessments for business processes, recommending measures to mitigate potential impacts.
  • Facilitated workshops and training sessions for client staff, enhancing their skills and knowledge in key areas.
  • Optimised customer experience by delivering superior services and effectively troubleshooting issues.
  • Generated reports detailing findings and recommendations.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Educated staff on organisational mission and goals to help employees achieve success.

Senior Principal Solution Engineer

TTEC Digital
09.2022 - 02.2024
  • As a Senior Principal Solutions Sales Consultant at TTEC Digital, I fulfilled a pivotal role in delivering innovative BPO solutions. I consistently met the high standards set by our rapidly expanding European operations.
  • Key Contributions:
  • Translated client requirements into compelling, comprehensive solutions, leveraging TTEC's processes and partner network.
  • Collaborated seamlessly with cross-functional teams, ensuring a smooth transition and clear service delivery assumptions.
  • Co-led the design and alignment of solutions with our value proposition, emphasizing measurable business outcomes.
  • Orchestrated input from TTEC stakeholders, developing commercially viable solutions. - Strategically incorporated TTEC's capabilities, including AI, RPA, audio and video and Analytics, to enhance differentiation and drive tangible business results.
  • Demonstrated a deep understanding of solution specifications, substantiating proposals with data and evidence.
  • Crafted persuasive, client-facing sales proposals, and presentations, tailoring them to diverse formats.
  • Leveraged proposal automation software and customized proposals in alignment with client objectives.
  • Contributed to pitch decks and Statements of Work for successful opportunities.
  • Created and pitched Partner Sessions on both Technical as Sales to drive the business.
  • Train the Trainer
  • Stayed attuned to industry trends and competition, providing valuable perspectives and emerging tools to advance business.
  • Provided expert guidance during mergers and acquisitions, facilitating smooth transitions for all parties involved while minimizing disruption or loss of productivity.
  • Mentored junior team members, fostering their professional growth and supporting the development of future organizational leaders.
  • Streamlined internal workflows by automating manual tasks, leading to reduced errors and increased efficiency.
  • Developed comprehensive training programs for staff, resulting in improved performance metrics and increased employee satisfaction.
  • Collaborated with stakeholders at various organizational levels to develop targeted strategies aligned with overarching business objectives.
  • Established instructional practices driven through statistical performance data.

Principal Solution Consultant Collaboration

AVIT Group
07.2019 - 09.2022
  • In this role, I wear multiple hats as a Business Consultant and the Team Lead for Business Consultants at AVIT Group International.
  • I also lead knowledge-sharing initiatives within the Account Manager teams and actively contribute to product strategy decisions.
  • My responsibilities involve collaborating with esteemed international clients like MSF (Médecins Sans Frontières) , Airlines, the Dutch Tax Government and many others.
  • I serve as the designated trainer for the complete UCAAS, CCAAS, CPAAS, Webex audio and video portfolio, encompassing Webex Meetings, Events, Training, Support, Webex Calling, Webex Contact Center, and Webex Teams.
  • My primary focus revolves around mastering customer experience adoption for these offerings and beyond. Being a Cisco Gold Partner, I have observed the collaboration market expand by more than 150% during my tenure at AVIT.
  • My responsibilities span planning strategies, competitive positioning, and delivering compelling business demonstrations.
  • I provide technical solutions, adoption programs, and event management services to both new and existing customers, covering a wide spectrum of offerings, from the Cisco Collaboration suite and Cisco Customer Journey platforms to the Webex Suite and third-party vendors.
  • As the Team Lead, I took charge of the presales process, collaborating closely with both direct and channel customers.
  • Undertake a pre-sales technical consultancy role, where I identify customers technical and business requirements, consult with both technical and sales teams, and support proposal activities.
  • Craft user training and adoption materials for UCAAS, CCAAS,& CPAAS, develop innovative concepts, and integrate ERP/CRM applications, all while onboarding new vendors.
  • My portfolio highlights the creation and implementation of the Video Consult service for healthcare organisations in the Netherlands.
  • Coordinate and organise demand generating activities, including trade shows, company events, and customer workshops.
  • My role was to engage with customers both technical as commercially, understand their needs, and provide tailored product recommendations. Software development including integrations with 3rd party vendors.
  • Serve as a Train the Trainer for AVIT Group, extending my support to locations worldwide, including South Africa, Ethiopia, Angola, and the Middle East.

Consulting System Engineer / Architect

Cisco Systems
06.2007 - 07.2019
  • Vital member of the Cisco Collaboration Team in the Benelux, with a focus on Contact Center (Video customer journey technologies) such as Webex and Customer Journey Platform- WebRTC.
  • Pivotal role within the global Cisco MCET (Microsoft Competitive Escalation Team).
  • Lead person in the Collaboration Team, spearheading the delivery of Cisco's Customer solutions in conjunction with the comprehensive Cisco Collaboration portfolio. This involved collaborating with Cisco partners, incorporating technologies like cloud platforms, AI, machine learning, analytics, integration, connectivity, and messaging in the realms of Voice, Audio & Video, and Collaboration.
  • Responsibilities extended to designing and supporting pre-sales activities across a diverse range of customers, both in smaller enterprises and large corporations.
  • Maintained regular interaction with Cisco's Partners and customers such a development for both technical as Sales.
  • Working within a cross-functional team that included project managers, account team members (Product and Services Sales), and more.
  • The role encompassed the creation of customer deliverable documentation, including High-Level Designs for the entire Collaboration portfolio.
  • Member of several Tiger teams within Cisco, specifically focusing on Microsoft, Avaya, Genesys, and Cisco Dcloud.
  • Functioned as a trusted advisor for the Customer Journey Business Units applications.
  • Effectively partnered with Account Teams, Technical Teams, and Delivery Teams to drive the Cisco business pipeline.
  • Involved consulting on service solutions, aligning with client business objectives, and establishing strong client relationships by offering high-value propositions.
  • Knowledge extended to various third-party vendors commonly utilized in Customer Journey Solutions.
  • Knowledgeable of the following third-party vendors including audio and video which are used in (Contact Center) Customer Solutions.
  • 2Ring
  • PeterConnects
  • PhoneEx (Analytics)
  • Acqueon
  • Bucher & Suter
  • Calabrio
  • Egain
  • Nuance
  • SpinSci
  • Verint
  • AltoCloud
  • CafeX
  • EuData
  • Tropo
  • Upstream Works.

Education

Some College (No Degree) -

MTS Zuid Rotterdam
Rotterdam

Submarines

Dutch Royal Navy
Den Helder

No Degree - Navy

Fort Erfprins
Den Helder

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Contact Center AI (CCAI) Platform
01.2023

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Google Cloud Fundamentals
01.2023

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Contact Center AI, Google
01.2023

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Black Belt Webex Cloud Calling, Cisco
01.2023

Audio / Video architectures

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Webex Contact Center Solutions, Cisco Black Belt Academy
01.2023

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Cisco Webex instructor – Meetings, Events
01.2023

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Cisco UCCX
01.2019

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Cisco UCCE
01.2023

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Cisco HCS
01.2023

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Cisco Customer Journey applications
01.2023

Cisco Champion 2025 -

Cisco
05-2025

Skills

  • Value driven
  • PSTN – Environments
  • Audio / Video Codecs
  • Video architectures
  • WebRTC
  • Communication platforms
  • Sip trunking / security
  • Adaptive flexible Person
  • Problem Solving
  • Customer Experience BP
  • Adaptability
  • Ability to Work in a Team
  • Teamwork
  • Ability to Work Under Pressure
  • Communication
  • Solution Architecture
  • Consulting System Engineer
  • Consulting System Architect
  • Technological Expertise
  • Technical writer
  • Training material developer
  • Demo / show case
  • Presenter
  • Business Processes
  • Cloud Architecture, UCAAS, CCAAS, CPAAS
  • Project Management
  • Hybrid Integration Platform
  • Data & Analytics Landscape
  • IAM Platforms
  • Security Architecture
  • Communication Skills
  • Passion for Innovation
  • Problem-solving
  • Attention to detail
  • Team leadership & development
  • Client relationships
  • Integrity and honesty
  • Analytical thinking
  • Issue resolution
  • Strategic planning
  • Customer relationship management
  • Project leadership
  • Public speaking
  • Client engagement
  • Work Planning and Prioritization
  • Project management
  • Project implementation
  • Analysis & evaluation
  • Business analysis
  • Best practices implementation
  • Process improvement
  • Processes and procedures
  • Employee management
  • Research and development
  • Process optimization
  • Data analytics
  • Project analysis
  • Subject matter expert
  • Safety regulations
  • Client requirements assessment
  • Executive support
  • Requirements gathering
  • Configuration management
  • User support
  • Cloud computing
  • Team collaboration
  • Verbal and written communication
  • Software troubleshooting
  • Reports and documentation
  • Technical review
  • Reporting writing
  • Teamwork and collaboration
  • Multitasking Abilities
  • Active listening
  • Relationship building

Timeline

Freelance Customer Journey Business CX Consultant

Self-employeed
03.2024 - Current

Senior Principal Solution Engineer

TTEC Digital
09.2022 - 02.2024

Principal Solution Consultant Collaboration

AVIT Group
07.2019 - 09.2022

Consulting System Engineer / Architect

Cisco Systems
06.2007 - 07.2019

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Contact Center AI (CCAI) Platform

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Google Cloud Fundamentals

undefined

Contact Center AI, Google

undefined

Black Belt Webex Cloud Calling, Cisco

Audio / Video architectures

undefined

Webex Contact Center Solutions, Cisco Black Belt Academy

undefined

Cisco Webex instructor – Meetings, Events

undefined

Cisco UCCX

undefined

Cisco UCCE

undefined

Cisco HCS

undefined

Cisco Customer Journey applications

Some College (No Degree) -

MTS Zuid Rotterdam

Submarines

Dutch Royal Navy

No Degree - Navy

Fort Erfprins

Cisco Champion 2025 -

Cisco
Marco Hirschmann