About

Hello and welcome to technicus.blog. I am Mladen Milanovic, the content creator for this site, and am hoping to share some of the knowledge and experience I have gained over the last 20 years working with Cisco IP Telephony, VoIP, and Contact Centers.

I began my career in Serbia and Montenegro building complex LAN and WAN corporate networks, but very quickly I got interested in IP Communications. In the early VoIP and IP Telephony days, I focused on selling, pricing, configuration, installation and maintenance of Cisco VoIP and Cisco IP telephony solutions for the largest System Integrator in Serbia, MDS Informaticki Inzenjering. Soon, I was focusing exclusively on large scale, complex IP Telephony/VoIP projects for customers like the National Bank of Serbia, University Children’s Hospital – Tirsova, Telecom Montenegro, and Beogradske Elektrane public utilities. As one of the few experts in the region, each of these projects were my responsibility from design to implementation.

In 2006, I moved to the United States and took a position with regional Cisco Gold Partner and System Integrator, Coleman Technologies. In this role, I was part of a highly skilled team charged with building a dedicated business unit focused on contact center solutions. We were the first in the world to implement the Cisco Customer Voice Portal in comprehensive mode and develop standard best practices for operating the product in a highly distributed contact center environment. Coleman Technologies merged with  Presidio  in 2010, which granted us access to a national and global market and gave the team an opportunity to gain even more exposure and expertise.

Prior to the merger, I received an MBA in international business which enabled me to take on a more strategic role as the Director of Engineering for Presidio’s entire professional services organization. In this role, I formalized our PMO processes, added a peer review process and increased our engineering capabilities. We soon became one of the largest Cisco contact center and Nuance partner in Cisco eco-system in the world.

In 2019, I took on a Senior Director role and added pre-sales engineering to my team. We focused on building new partner alliances around CCaaS and CPaaS and built new engineering capabilities around Twilio and Amazon Connect. Over time, we become one of the largest Twilio Gold Partners and an Amazon Premier Partner.

In my current role as Vice President of Presidio’s new Robotic Process Automation (RPA) business segment, I built a partnership with UiPath and adopted a holistic approach to build intelligent automation systems. Our team reviews client’s requirements selects the most suitable technical solution to meet business requirements, and implements those solutions.  This approach allows clients to use the full capability of RPA including artificial intelligence (AI), process mining, analytics, and other advanced tools.

Speaking Engagements

  • “Workforce Transformation and Automation” – Roadmaps Conference, September 2021
  • “Creating positive customer experiences with Chat and Voice Bots leveraging Intelligent Automation” – Customer Experience Excellence Conference, September 2021
  • “Creating Transparency w/ Applications Issues Using Observability” – The Digital Decode, podcast
  • “RPA & Customer Service” – RPA & Intelligent Automation Conference, June 2021
  • “The Fully Automated Contact Center” – ProquisDigital, May 2021
  • “Automation in the Contact Center” – UiPath Reboot Work Festival, December 2020
  • “The Modern Contact Center: Market Trends and Disruptors” – AWS, October 2020
  • “Integrating On-Premises PBX Systems with Twilio Flex” – Twilio Signal, December 2019
  • “Strategies for Migrating an Existing Contact Center to Twilio Flex” – Twilio Signal, October 2018