AI Customer Experience | AI-supported Automation | Voice AI | Telecommunications | Digital Customer Processes
Entrepreneurially minded IT and telecommunications expert with experience in executive management,
B2B consulting, solution consulting, IT/telecommunications infrastructure, software development,
data analysis and process automation. Key strength: translating complex customer requirements
into viable, economical and scalable technical solution concepts — especially at the intersection
of customer communication, CRM/ERP, telecommunications, data and AI-supported automation.
Professional Experience
Managing Director
10/2013 – present
inovisio communications GmbH, Chemnitz, Germany
Executive responsibility for an IT and telecommunications company with approx. €500,000 annual revenue.
Leadership and coordination of up to 7 employees, 4 interns and up to 15 freelancers.
Responsible for sales, customer consulting, technical concepts, software development, IT/telecommunications infrastructure, project management, vendor coordination and operations.
Consulting for SME and B2B customers on customer experience, service processes, IT/telecommunications infrastructure, cloud telephony, interfaces, software development, data flows and digital processes.
Design and implementation of customer-specific solutions in VoIP, SIP trunks, number management, number porting, routing, internet connections, IPTV, messaging and customer communication.
Development and continuous improvement of an in-house CRM/ERP system for customer, contract, activation, ticketing, service and billing processes in telecommunications.
Since 2025, expansion of automation for contract activations, phone connections, number porting, IPTV activation, billing, status communication and service processes.
Analysis and optimization of customer journeys from inquiry, consulting and contract to activation, service, incidents, billing and long-term customer support.
Long-term support of strategic B2B customers, including Parker Hannifin Manufacturing GmbH & Co. KG in Chemnitz since 2012.
Development and support of PHP/LAMP applications with MSSQL and MySQL databases and interfaces to AS/400 and J.D. Edwards ERP systems.
Preparation, analysis and visualization of business data using Power BI, data views, reporting structures and data preparation processes.
Integration and use of AI tools such as ChatGPT and Poe.com for research, code analysis, programming, automation, concept work and process optimization.
Evaluation of Voice AI, Conversational AI and agent-based solutions, including fonio.ai, in the context of telephony, CRM/ERP integration, customer service and process automation.
Assessment of AI use cases regarding customer value, economic impact, data quality, interface feasibility, data protection, governance, acceptance and operational feasibility.
Selected Achievements at inovisio communications GmbH
Built an in-house CRM/ERP system to map the customer lifecycle in telecommunications.
Modernized the CRM/ERP system from 2025 onward with a focus on automation of activation, communication, status, service and billing processes.
Co-developed the business area of multimedia supply together with evoxa GmbH.
Provided central interfaces, internet connections and wholesale products for evoxa; now more than 2,000 connected residential customers.
Continuous expansion of the B2B/SME customer base with approx. 20 new customers per year.
Long-term support of a strategic industrial customer with focus on web applications, ERP interfaces, data analysis, reporting and BI.
Employed managing director in several companies, complementary to the main role at inovisio communications GmbH.
Responsible for organization, operational management, commercial processes, prioritization, legal requirements and decision-making processes.
Experience in energy, real estate and investment contexts with a focus on structured management and economic viability.
Planned handover or termination of ongoing mandates by 31 March 2027.
Head of Information Technology
02/2017 – 08/2018
evoxa GmbH, Chemnitz, Germany
Led the IT department with responsibility for IT operations, IT security, data protection and software development.
Managed and developed Windows and Linux server landscapes.
Coordinated software development in PHP as well as Android and iOS environments.
Acted as interface between management, IT, development, data protection and operational processes.
Contributed to the technical foundations for multimedia supply solutions in residential and area networks.
Self-employed IT Consultant and Software Developer
2005 – 2013
Freelance work
Consulting, concept development and implementation of web, portal and software projects for various customers.
Development of PHP/MySQL applications, interfaces, portals, web-based configurators and database solutions.
Project work in CMS, e-commerce, enterprise portals, search functions, XML interfaces and custom web applications.
Student / Research Assistant
2010 – 2013
Chemnitz University of Technology
Worked at chairs for Business Information Systems as well as Marketing and Retail Management.
Created and maintained e-learning, SAP, CRM and web systems.
Developed teaching materials and conducted exercises in the SAP ERP environment.
Selected Project and Consulting Focus Areas
CRM/ERP Platform for Telecommunications and Customer Processes
Architecture, development, customer journey, process design, automation
Built and further developed an in-house CRM/ERP system to map the customer lifecycle
from lead, consulting and contract to activation, ticketing, service and billing.
Multimedia Supply for Residential Buildings and Areas
Co-developed a business area for supplying residential buildings and areas with internet,
telephony and IPTV. Today more than 2,000 connected residential customers.
IT Consulting in an Industrial Environment
Web applications, ERP interfaces, data analysis, BI
Long-term support of an industrial B2B customer since 2012 with a focus on web applications,
PHP/LAMP, MSSQL/MySQL, AS/400, J.D. Edwards, Power BI, reporting and data preparation.
Voice AI, AI Agents and AI-supported Customer Communication
Conversational AI, service automation, CRM/ERP integration
Evaluation and conceptual design of Voice AI, Conversational AI and agent-based solutions
with focus on use cases, customer experience, integration, interfaces, data quality,
data protection, governance, acceptance and economic viability.
Education
Master of Science in Customer Relationship Management
Chemnitz University of Technology
10/2011 – 09/2014 | Grade: good
Focus areas: CRM, business intelligence, customer data warehouses, data mining, IT management, market research and SPSS.
Bachelor of Science in Business Information Systems
Chemnitz University of Technology
10/2008 – 09/2011 | Grade: good
Focus areas: BI, ERP, BI and data warehouse systems, databases, IT security, software engineering and IT law.
Studies in Applied Computer Science
Chemnitz University of Technology
10/2007 – 09/2008 | Later changed to Business Information Systems
Abitur / University Entrance Qualification
Bernhard-von-Cotta-Gymnasium, Brand-Erbisdorf
1999 – 2007 | Mathematics and natural sciences profile, Latinum
Additional Early Experience
Software Developer, Internships and Voluntary IT Projects
After many years of overall entrepreneurial responsibility, the next professional step is a more
focused expert role with strong technical, consulting and organizational impact. Particularly suitable
are roles at the intersection of customer experience, digital customer communication, AI-supported
automation, AI agents, Voice AI, telecommunications, CRM/ERP processes, data analysis, governance
and scalable IT solutions.
I can be particularly effective where technical concepts are not considered in isolation, but need
to be translated into understandable customer journeys, robust operating models, accepted processes,
scalable automation and measurable business value.