Michael Guerrero in

Michael Guerrero

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Director, IT Cloud Telephony and CRM at AdventHealth
📍 Orlando, Florida, United States

Michael Guerrero is the Director of IT Cloud Telephony and CRM at AdventHealth, where he leads the transformation of patient experience through technology. He is an expert in global voice and network services, focusing on leveraging AI and automation in complex contact center environments. He holds a patent for proximity-based call termination.

Michael is a prominent voice in the customer experience (CX) community, frequently speaking at industry conferences like CCW and the Five9 CX Summit. He champions the philosophy that combining human expertise with AI leads to the best outcomes. Michael is fluent in both English and Spanish, enhancing his communication capabilities.

Unique fact: Michael is a listed inventor on a US patent for a method and apparatus for proximity-based call termination.

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Experience
16 Years
Current Role
Director, IT Cloud Telephony and CRM
Job Level
Mid-senior
Location
Orlando, Florida, United States
Personality Overview

How Michael shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Michael cares about

AI in Healthcare
He actively discusses deploying GenAI and IVA to streamline patient journeys, improve self-service, and reduce agent handle times by over 40% at AdventHealth.
Patient Experience
A core focus of his public speaking, he emphasizes using technology to support AdventHealth's mission of "whole person care" and transform the consumer/patient journey.
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Career

Work history

6-2021
Director, IT Cloud Telephony and CRM
AdventHealth
9-2018 - 6-2021
Manager - Voice Engineering and Cloud Provisioning
Alvaria, Inc.
3-2018 - 9-2018
Team Lead - Voice Engineering
Aspect Software
3-2017 - 3-2018
Senior Voice Engineer - Cloud Operations
Aspect Software
9-2013 - 3-2017
Team Lead - Telecom
Montefiore Health System
In the press

Media appearances

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Education
2016 - 2020
Bachelor of Science in Business Administration
Thomas Edison State University
2005 - 2005
Certification
Borough of Manhattan Community College
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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