Dave Tidwell

Dave Tidwell has spent more than forty years in contact centre technology. From 1984 until around 2010 he worked on the platform side, in senior roles at Genesys Telecommunications Laboratories, where he was Global Head of Sales Operations from 2005 to 2010, Bell Labs, Alcatel-Lucent, Varetis, Vocalis and VoiceGenie: automatic call distribution, IVR and speech recognition, and operator services. Since 2010 he has worked on the delivery side, designing and integrating those platforms as enterprise solutions around the world.

He founded Quo Vadis CCS to do that work with a team of certified specialists, dedicated entirely to Genesys Cloud CX, and he still leads the design and delivery of its most demanding programmes. Global systems integrators also bring him in as a customer experience solution architect on their largest contact centre programmes.

His approach combines deep technical and operational knowledge of the contact centre with a talent for making change understandable at every level of a business. He is equally at home briefing a chief executive on outcomes and, an hour later, helping an agent through their first live shift on a new platform. He is often a member of the steering committees that govern critical change, where he brings clarity to the critical path for technical, financial, operational and workforce stakeholders alike.

Dave's career began in the British Army, where psychometric testing took him into electronic warfare and communications security with the Royal Corps of Signals in SpecOps. The Army gave Dave an excellent foundation in telecommunications, superheterodyne communications and signalling and he served in several theatres of operation, receiving a campaign service medal. He credits that start with the structure, method and integrity he has brought to complex delivery ever since. He lives in the Wye Valley in South Wales.

Dave Tidwell on LinkedIn