Danny Peguero.
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Enterprise CX Architect & Agentic AI Advisor

Architecting the future of customer engagement with agentic AI.

I help enterprises transform customer service through Salesforce Agentforce, Service Cloud Voice, conversational AI, and modern CCaaS platforms.

25+ years leading enterprise architecture, customer experience transformation, contact center modernization, and AI-driven service innovation.

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Danilo “Danny” Peguero
Danny Peguero Enterprise AI Advisor
// how a request resolves
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Customer
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Agentforce AI Agent
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Service Cloud Voice
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Human Agent
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Knowledge
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Resolution
Executive Advisory

Trusted advisor to enterprise leaders.

I work at the intersection of business strategy and applied AI — advising CIOs, CTOs, and Contact Center executives on where agentic AI actually creates value, and architecting the platforms that deliver it.

Strategy

Business Strategy

Aligning customer experience platforms with business outcomes — not the other way around.

Agentic AI

AI That Resolves

Designing AI systems that reason, act, and resolve customer needs — not just answer questions.

Architecture

Enterprise Architecture

Building scalable, secure customer engagement ecosystems that hold up under regulatory scrutiny.

Adoption

Organizational Transformation

Leading adoption and governance for AI-enabled operations, from pilot to production.

Salesforce Agentforce

AI that reasons, acts, and resolves.

I architect autonomous Agentforce agents that understand intent, retrieve enterprise context, take action across systems, and resolve requests — including the production build behind the UChicago Medicine + Salesforce Agentforce for Health initiative.

Customer Inquiry
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Agentforce Autonomous Agent
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CRM Context
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Knowledge Retrieval
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Workflow Execution
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Resolution
Agent Design Prompt Engineering AI Governance Knowledge Architecture Automation Frameworks Agent Orchestration Agent-to-Agent Architecture

Agentforce Readiness

Data, knowledge-base, and integration-readiness assessment ahead of agent deployment.

AI Maturity Assessments

Benchmarking where an organization stands on the path to autonomous service.

Business Outcome Modeling

Tying agent design decisions to CSAT, handle time, and cost-to-serve.

Transformation Roadmaps

Sequencing use cases from quick wins to full autonomous operations.

Service Cloud Voice

Voice, unified with customer intelligence.

Voice is one channel among many — and it should behave like it. I architect Service Cloud Voice deployments that unify telephony with the same context, routing logic, and AI layer as every other channel.

Voice Chat SMS Email Social
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Service Cloud
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Agentforce
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Unified Customer Profile
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Customer Resolution
Amazon Connect Integration Genesys Integration NiCE CXone Integration Omnichannel Routing Digital Engagement Voice AI Contact Center Analytics
Platform Strategy

Platform-agnostic CX transformation.

I help organizations choose the right platform — rather than selling a specific one. Every recommendation starts with business requirements, not vendor allegiance.

Salesforce
Service Cloud Voice & Agentforce — deep architecture and certification-level expertise.
Amazon Connect
Multi-year architecture depth, including a federal GovCloud migration from legacy Cisco infrastructure.
Genesys Cloud CX
Certified Architect — enterprise CCaaS design and omnichannel routing.
NiCE CXone
Active migration architecture, including Genesys-to-NiCE CXone transformation programs.
Google Cloud CCAI
Conversational AI delivery experience alongside agentic-AI orchestration frameworks.
Your Platform
The right recommendation starts with your requirements, not my preference.
Platform-agnostic by design. Every engagement starts with business requirements and future-state architecture — migration strategy and ROI optimization follow from there, not from a preferred vendor.
Track Record

Leadership through transformation.

25+
Years enterprise experience
$200M+
Cloud & AI revenue influenced
$26M+
Agentic AI & CCaaS delivered, 2025–26
5
Salesforce architecture certifications
Executive Advisor, Salesforce CRM & CX Transformation
Cencora (Contract)
Advising business and technology leadership on Salesforce Service Cloud Voice and Agentforce strategy in a highly regulated healthcare distribution environment.
Sr. Principal, Salesforce CX & Agentic AI Solutions Consultant
Slalom
Led Agentforce and Service Cloud Voice architecture for Fortune 500 and healthcare clients, including UChicago Medicine + Agentforce for Health.
Solutions Architect — Founding SME, Conversational AI
Amazon Web Services (AWS)
Built AWS's global sales-play program for conversational AI; led the SSA's migration from legacy Cisco infrastructure to Amazon Connect on GovCloud.
Conversational AI Architect, GenAI & Cloud CX Solutions
Perficient
Enterprise-scale Amazon Connect & Genesys Cloud CX architecture; early adoption of multi-agent orchestration frameworks.
Enterprise GenAI & CCaaS Architect
Toyota North America
Unified Amazon Connect and Salesforce Service Cloud Voice into a single CX architecture for warranty, roadside, and dealer support.

Career foundation

Career began as a Cisco Network Engineer — a foundation that later informed direct, hands-on migrations off legacy Cisco contact center infrastructure. Earlier CCaaS architecture roles include the U.S. Department of Veterans Affairs and Pacific Life.

Industries served

Healthcare Public Sector Financial Services / Insurance Utilities
Conversational AI

Beyond chatbots. Toward intelligent conversations.

Static FAQ trees and rule-based bots were the last generation. The current one reasons, retrieves context, and takes action — escalating intelligently only when a human is genuinely the right next step.

FAQ Chat SMS Voice Agentforce Human Escalation Case Resolution
Conversational AI Voice AI Agentic AI Speech Analytics Digital Engagement Intelligent Routing Virtual Agents
Speaking & Publications

Ideas, insights & innovation.

Writing and speaking on Agentforce, agentic AI, contact center transformation, and enterprise architecture — featured in national business media and delivered at AWS's flagship industry events.

Forbes The Huffington Post Entrepreneur AWS re:Invent AWS Summits
Agentforce AI Agents Contact Centers Customer Experience Enterprise Architecture Digital Transformation
Certifications

A credentialed, multi-platform architecture practice.

SF
Agentforce Specialist
Salesforce
SF
Platform Data Architect
Salesforce
SF
Platform Integration Architect
Salesforce
SF
OmniStudio Consultant
Salesforce
SF
Contact Center Accredited Professional
Salesforce
AWS
DevOps Engineer – Professional
AWS
AWS
Database – Specialty
AWS
AWS
Machine Learning – Specialty
AWS
GC
Professional Cloud Architect
Google Cloud
GC
Professional ML Engineer
Google Cloud
CX
Cloud CX Architect
Genesys
CS
Collaboration Core
Cisco
CS
Enterprise Core
Cisco
EA
Enterprise Architecture Practitioner
TOGAF®
DB
Generative AI Engineer Associate
Databricks
AI
AI Governance Professional
IAPP (AIGP)
AC
Amazon Connect: AI, Comms & Dev
AWS Training Badges

Let's build the future of customer engagement.

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Danilo "Danny" Peguero
Enterprise CX Architect · Agentic AI Advisor · Salesforce Agentforce Strategist
Ann Arbor, Michigan