Wilfrido Perez
About Wilfrido Perez
Wilfrido Perez is the Senior Manager of Contact Center End User Integration & Innovation at CIBC, with a background in application services and development.
Title and Current Position
Wilfrido Perez holds the position of Senior Manager, Contact Center End User Integration & Innovation at CIBC. He has been in this role since 2018, working in the Toronto, Canada Area. His work involves leading innovative strategies and technological integrations that enhance the efficiency of contact center operations.
Employment History at CIBC
Wilfrido Perez has had a long tenure at CIBC, serving in various capacities over the years. He started as an Advisory Application Developer from 2008 to 2009 and subsequently moved up the ranks. He has held roles such as Technical Lead - Advisory Application Developer (2009-2010), Manager, Application Services (2010-2012), Sr. Manager, Application Services (2012-2018), and currently, he is the Senior Manager of Contact Center End User Integration & Innovation. His roles have consistently been based in Toronto, Ontario.
Previous Roles in Technology and Development
Before his extensive career at CIBC, Wilfrido Perez worked at Empathica as a Senior .Net Developer from 2006 to 2008, based in Mississauga, Ontario, Canada. He also served as a .Net Senior Analyst at True North Estimating Systems from 2000 to 2006 in Toronto, Ontario, Canada. These roles helped him build a strong foundation in .NET development and application services.
Educational Background
Wilfrido Perez studied Computer Science and earned a degree in System Engineering from Universidad de Oriente, Venezuela, from 1994 to 2000. His academic training provided a strong technical foundation that has supported his subsequent career in technology and innovation.
Notable Projects and Contributions at CIBC
Wilfrido Perez has led several key projects at CIBC, contributing significantly to operational efficiencies. He spearheaded the upgrade of CIBC's Contact Center to Windows 10 OS, converting over 10,000 endpoints across 42 lines of business, saving an estimated $4.5 million annually. He also developed the Contact Center Universal Desktop, which is widely used and saves around $5 million yearly. His initiatives in enhancing agent productivity through self-serve recovery tools and auto-diagnostic tools using robotic technologies and machine learning save an estimated $1 million annually. Moreover, he introduced CIBC's first endpoint monitoring tool for the Contact Center, reducing SLA troubleshooting time by about 80% and saving $1 million per year.