IngeniusCX is a contact centre, customer experience and AI delivery consultancy. We help organisations understand what is actually happening inside complex operations, choose the right change and carry it through to a safe, useful outcome.
Why we exist
Contact centre assessments have always relied on expert judgement: an experienced consultant pulls a client's data, recognises patterns from years of prior work, and writes up findings. That expertise is real and valuable — but the process around it is slow, varies from one assessor to the next, and is hard to defend when a client questions a finding.
We thought the expertise deserved better tooling. So we encoded the patterns an experienced operations consultant looks for into a repeatable, scored, confidence-weighted methodology: the Queue Health Index. And we built IngeniusFlow, the engine that runs it, turning raw queue exports into ranked, client-ready findings in hours rather than weeks.
The same principle guides our delivery work: clear evidence, named accountability and practical controls from the first decision through to release and adoption.
What we do
We run Queue Health Index assessments, optimise queues and routing, support platform transformation and help organisations deploy AI into contact-centre and regulated operating environments. Our work is platform-agnostic and grounded in what the operation, its people and its customers actually need.
For AI initiatives, we connect use-case and customer-experience expertise with the delivery disciplines that make new capability safe to release: business case, governance, integration, testing, readiness, cutover, adoption and benefits realisation.
The team
CONTACT CENTRE, VOICE AI & ARCHITECTURE
Ankur Sharma
Ankur is a partner-facing technical leader and solution architect with 18+ years across Voice AI, CCaaS, cloud and enterprise customer success. He leads organisations from discovery and target-state architecture through vendor evaluation, integration, deployment, operational handover and adoption.
His recent work includes architecture and AI assurance for a federal-government contact-centre transformation serving millions of interactions, enterprise-wide NICE CXone strategy for an APRA-regulated insurer, and a 5,000+ agent, multi-agency Genesys Cloud migration for the NSW Government.
He has designed production GenAI capabilities including summarisation, knowledge optimisation and voice and chat bots, using governed knowledge, evaluation thresholds and human hand-off controls. At Nexon, he also established the Genesys Cloud customer-success function, contributing to approximately 30% higher feature adoption and 15% lower churn.
- AWS Certified Solutions Architect — Professional
- Amazon Connect Communications Specialist / Developer
- Genesys Cloud Certified Professional
- TOGAF and ITIL 4 Foundation
AI & TECHNOLOGY DELIVERY
Anu Sharma, PMP®, CSM
Anu is a senior programme and project leader with deep experience across enterprise AI, banking transformation, divestments, migrations and complex production cutovers. She has led AI work from business case and solution design through governance, testing and adoption, and currently leads delivery of a GenAI regulatory solution for government.
Her background includes enterprise integration across 300+ applications, a banking separation spanning 50+ downstream systems, and contact-centre platform migrations across Genesys, Avaya and NICE. Her strength is making one accountable delivery plan hold across business, technology, risk, vendors and operations.
Get in touch
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