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David Kapauan

Distinguished Architect, Contact Centre Technology at Royal Bank of Canada


David is currently Distinguished Architect, Contact Centre Technology at the Royal Bank of Canada. He is primarily responsible for current state and target architectures, technology strategy, standards, guidelines, common processes and infrastructure services in all areas of the Contact Centre including Omni-Channel Engagement, Unified Communication, Natural Language Understanding, Voice Biometrics, Intelligent Routing, Workforce Management, Quality Monitoring, Reporting and Analytics. This role includes leading the development of current and future-state architectures as well as development of comprehensive roadmaps to ensure project investments are moving RBC in the direction of the articulated future-state. In his current role, David has a passion for improving and simplifying the client journey across all channel touch points. He has also been responsible for architecture in several areas of Network Services including LAN, WAN, wireless, mobile, and other data centre network technologies.

Agenda Sessions