Damovo TRACES

Andrew Hay is Damovo’s COO and the Executive Sponsor of the TRACES team. He is a technology expert with nearly 25 years of experience in techncial research and engineering. Andrew has played key roles in advancing threat intelligence, cybersecurity, digital forensics, malware analysis, and ransomware research around the globe.

Ruairi O’Shaughnessy is a seasoned leader and expert in Unified Communications, currently heading Damovo’s Unified Communications practice. With over 15 years of experience across Financial Services, Unified Communications, and Management Consulting, he brings a strong analytical approach to solving complex business challenges and driving digital transformation in communication technologies.

Ruairi excels in relationship management, commercial negotiation, and business strategy development. His deep expertise in Unified Communications enables him to design and implement innovative solutions that enhance collaboration and operational efficiency for enterprises. A dynamic and strategic thinker, he is skilled at engaging with all levels of management to align technology investments with business objectives, ensuring organisations maximise the value of their communication infrastructure.

Frank Sinde is a seasoned technology leader with more than 30 years of experience in Communication Applications. Throughout his career, he has led strategic advisory and solution consulting engagements for enterprise-grade UCC and Customer Experience (CX) platforms, supporting organisations in their digital transformation journeys. His expertise combines deep technical understanding with a strong business perspective to design scalable, future-proof communication architectures. He is recognised for bridging the gap between technology innovation and practical enterprise implementation.

Over the past five years, Frank has focused intensively on Agentic AI & VoiceBotprojects, acting as a senior consultant guiding customers from concept through to deployment and optimisation. In his role as Field CTO AI, he continuously evaluates emerging AI capabilities from strategic partners and translates them into tangible business value. He is also responsible for designing and launching new Damovo Managed Services, integrating advanced AI functionalities into customer environments. Where required, he collaborates closely with Damovo DevOps teams to deliver customised AI solutions, including tailored developments that extend standard platform capabilities.

Daniela Dilger is an experienced Customer Experience and Contact Centre professional with more than 15 years of experience at Damovo. Throughout her career, she has held a variety of roles, including Alliance Management, Head of Group Contact Centre Propositions, and today Field CTO Contact Centre. Her expertise combines market knowledge, technology insight and a strong understanding of customer service operations to help organisations navigate evolving customer expectations and transformation initiatives.

Over the past years, Daniela has focused on cloud-based customer service technologies, automation and AI-driven innovation within the Contact Centre industry. In her role as Field CTO Contact Centre, she evaluates emerging technologies, market developments and vendor innovations across the customer engagement landscape. Working closely with sales, technology and proposition teams, she helps translate these developments into practical customer strategies, solution positioning and service transformation initiatives. She is passionate about understanding customer needs and exploring how technology, processes and people can work together to create better customer experiences and more effective service organisations.