Hello there, I'm Toby Dux
Designer
Developer
Engineer
Curious
Architect
Contact Centre Specialist
About Me
More about Toby
I am a creative solutions engineer with over 20 years of applied professional experience. Currently living and working out of Brisbane, Queensland.
My experience ranges from enterprise and government solutions through to rapid growth startups working with global brands including Apple, Google, Tesla, AirBnb, Microsoft, Humana and Blue Shield California.
Have been proud to be awarded patents on some of the more successful concepts. Even more proud still, to help these concepts mature into real products.
over
Years Experience
Skills + Certificates
Cloud Contact Centres
NICE CXone
Genesys CTI
Amazon Connect
Twilio incl. Twilio Flex
WebRTC
Curiosity
NV1 Security Clearance
Automation & Testing
Agile Methodologies
Cyara Guru Trained
Web 1.0, 2.0 and 3.0
.Net (primarily C#)
NodeJS and .Net Core
Typescript + JavaScript
Browser Extensions
Databases, SQL + NoSQL
AWS and Azure Platforms
CI/CD Pipelines
Experience
My story so far...
CX DESIGN LEAD with Optus
ENTERPRISE BUSINESS
June 2024
Tech Lead amongst the Optus team helping to modernise Services Australia's contact centre while transitioning it to the NICE CXone CCaaS platform. Working closely with Services Australia stakeholders on CX flow design for the largest contact centre in the Southern Hemisphere, handling over 55 million calls annually.
TECHNICAL DESIGN LEAD @ Cyara
CYARA RESEARCH
September 2020 – May 2024
A senior member of a team that reported directly to the Chief Innovation Officer (CInO). I was tasked primarily with researching new technologies that can be applied to address market gaps, problems, customer needs and to constantly improve existing product offerings. This included creating working functional prototypes to showcase feasibility. Working closely with product teams and designers to fully understand user behaviours and personas.
SOFTWARE ENGINEER @ Cyara
NEW PRODUCT DEVELOPMENT
December 2013 – September 2020
An early member of the Cyara organisation. Directly involved in new product development which now forms part of the core product offering of Cyara’s enterprise customer experience testing solutions. This often meant working on non-deterministic tasks and creating solutions to problems not known to be solvable.
CTI TECHNICAL EXPERT @ Telstra
CONTACT CENTRE PRACTICE
April 2012 – December 2013
The contact centre practice was formed to provide high levels of expert experience in the Genesys CTI space to external clients. I was fortunate to be a part of the original team transitioning Services Australia (previously Department of Human Services) contact centre technology stack from multiple providers to Genesys under a Telstra managed service.
CTI TECHNICAL EXPERT @ Telstra
BUILD & ASSURANCE TELSTRA EXTERNAL
January 2007 – April 2012
CTI TECHNICAL LEAD @ Telstra
TELSTRA INTERNAL
June 2004 – January 2007
IT SYSTEM SPECIALIST @ Telstra
TELSTRA MOBILES
June 2002 – June 2004
Interested in working on something together ?
I am currently curious to hear from interesting people on innovative thoughts and ideas...