Rafael Kaufmann

Rafael Kaufmann has been working with Genesys Cloud for almost ten years and is deeply involved in exploring how technology can address specific customer and business requirements. As a Genesys Cloud Solution Consultant, he combines technical and architectural expertise with a strong understanding of business processes, supporting organisations in their CX transformation. His work is particularly shaped by his focus on the cloud, AI and Agentic AI – specifically, how these can be used to make processes more efficient and provide targeted support to staff. Drawing on his experience with RFPs, workshops, PoCs and demos, he offers a practical perspective on how different technologies differ from one another and what added value they create in specific customer contexts.