Ivon Chin
Cloud Engineer | BI & Data Engineering | Contact Centre Technology
Bridging operations, finance, and engineering with end-to-end systems capability. Building practical, scalable solutions that turn complex business needs into decision-ready technology.
Where Operations, Finance & Engineering Meet
I work across business intelligence, data engineering, reporting, ETL, workforce management, contact centre technology, cloud engineering, systems integration, IT operations, spreadsheet engineering, financial modelling, and advanced Excel analytics. My background combines operational knowledge with hands-on technical delivery. I'm strongest where operations, reporting, finance, systems, and technology intersect, and where business needs must be translated into practical, scalable technical solutions.
Career Journey
From frontline operations to technical leadership, a journey of continuous growth, operational understanding, and building systems that solve real business problems.
TTEC VoiceFoundry
Cloud Engineer
Supporting AWS customers primarily in Amazon Connect contact centre environments, cloud networking, reporting, observability, and technical integrations.
- Designing and supporting contact centres and call flows
- Developing data pipelines and reporting solutions for operational visibility
- Working with CloudWatch, AWS Glue, Kinesis, Firehose, S3, ECS, Grafana, QuickSight
- Supporting integrations with eMite, Calabrio, Verint, Salesforce SCV
Bubs Australia
Business Intelligence Analyst (Acting BI, Data & Systems Lead)
Joined when the company had about 8 employees and evolved from BI Analyst into the primary owner of BI, data engineering, systems integration, cloud migration, and internal IT support.
- Integrated Domo with MYOB, Xero, and Unleashed Software
- Architected the company data warehouse and built ETL pipelines
- Developed board, shareholder, executive, finance, inventory, logistics, manufacturing, marketing, and supply chain reporting
- Built Trade Promotion Management tool and financial models using Excel, Power Query, DAX
iSelect
Senior Reporting Analyst / WFM Technical Lead
Progressed from Business Development Manager through Real Time Analyst to become the dual WFM and Reporting technical lead on the Aspect VIA project.
- Served as dual WFM and Reporting technical lead on Aspect VIA project
- Helped configure Aspect VIA WFM module, developed contact centre operations and workforce reporting
- Rebuilt reporting capability using Aspect and MicroStrategy, built Power BI reports during initial rollout
- Worked closely with data engineers on Aspect VIA data ingestion and data pipelines
Early Career
Operations, Sales & Media Production
Built foundational experience across retail sales, customer service, business operations, and media production, developing deep understanding of frontline operations and commercial environments.
- Retail Sales at B Mobiles (2003-2005) and C2One (2005-2007) - mobile phones and accessories
- Customer Service Consultant at ANZ Bank (2007-2008) - high-volume service environment
- General Manager at Oztel (2008-2010) - B2B sales, distribution, quotas, day-to-day operations
- Assistant Editor at Open Studio (2011-2015), Editor at Diverse Films (2010-2012)
What Sets Me Apart
A unique combination of operational experience, technical depth, and business acumen that enables delivery of solutions others can't.
Years of customer service, retail, and operations experience means solutions are practical, user-friendly, and solve real problems, not just technical exercises.
From source extraction through transformation to visualisation, complete ownership of the data journey with a focus on reliability and accuracy.
Financial models, forecasting tools, scenario analysis, and reporting automation built with the sophistication of enterprise tools and the accessibility of spreadsheets.
Bubs Australia experience provided hands-on exposure to finance processes, enabling translation between financial requirements and technical implementation.
From Aspect Via to Amazon Connect, understanding both the technology and the operational KPIs that drive contact centre performance.
Cloud migrations, infrastructure as code, API integrations, and building systems that scale reliably in production environments.
Not just building solutions but supporting them, iterating on them, and ensuring they continue to deliver value over time.
Bridging the gap between stakeholders and technical teams, ensuring solutions address actual business problems with appropriate technical approaches.
Practical AI integration in contact centre ecosystems, combining technical implementation with understanding of customer journey and operational requirements.
Comfortable operating across business-facing and technical responsibilities, especially in growth and transformation environments where one person needs to bridge multiple areas.
Featured Case Studies
Real problems solved with practical, scalable technical solutions. Each project demonstrates end-to-end ownership and measurable business impact.
Challenge
A growing FMCG company needed complete data infrastructure to support decision-making across finance, operations, supply chain, and executive leadership.
Solution
Architected and built the entire data platform from scratch, integrating ERP systems (MYOB, Xero, Unleashed), supporting SAP rollout, building a data warehouse, creating ETL pipelines, and developing comprehensive reporting across all business functions.
Impact
Enabled data-driven decision making company-wide. Board and executive visibility into KPIs. Finance team equipped with forecasting and cost models. Operations team with real-time inventory and logistics insights.
Challenge
Manual tracking of trade promotions was creating inefficiencies, errors, and lack of visibility into promotional performance and ROI.
Solution
Designed and built a complete Trade Promotion Management tool that automated tracking, approval workflows, budgeting, and performance reporting.
Impact
Streamlined promotion management, improved accuracy, provided finance and sales teams with clear visibility into promotional investment and returns.
Challenge
A dairy company needed accurate forecasting for raw material supply and cost of goods sold to support procurement and financial planning.
Solution
Built sophisticated forecasting models incorporating historical data, seasonal patterns, pricing trends, and production requirements to predict milk supply needs and COGS for both Bubs and Nulac farms.
Impact
Improved procurement planning, more accurate financial forecasts, better inventory management, and data-driven decision support for finance and operations teams.
Challenge
Manufacturing operations needed real-time monitoring and complete traceability for quality control and compliance requirements.
Solution
Implemented IoT monitoring systems in factories (including Deloraine Dairy after acquisition) with data streaming to AWS Aurora and visualisation through Domo. Built complete traceability pipelines from raw materials to finished goods.
Impact
Real-time visibility into manufacturing operations, complete audit trails for quality compliance, proactive issue detection, and data-driven process improvement.
Challenge
Contact centre needed to migrate to new workforce management platform while maintaining operational continuity and reporting capabilities.
Solution
Led the technical implementation of Aspect Via WFM, configuring systems, developing custom reporting solutions in MicroStrategy and Power BI, and bridging between operational needs and technical delivery.
Impact
Successful platform migration, improved workforce planning accuracy, real-time operational visibility, and reporting that reflected actual business needs.
Challenge
Enterprise customers need scalable, modern contact centre solutions with advanced reporting, integrations, and AI capabilities.
Solution
Designing and implementing Amazon Connect contact centres with sophisticated call flows, ETL pipelines for reporting, and integrations with workforce and CRM systems.
Impact
Modern cloud-native contact centres, AI-powered customer interactions, comprehensive reporting dashboards, and seamless integrations with existing business systems.
Challenge
Contact centres need to handle increasing volumes while improving customer experience and reducing operational costs.
Solution
Implementing AI-powered chatbots and virtual voice agents that handle routine inquiries, triage complex issues, and integrate with human agents when needed.
Impact
Reduced wait times, improved first-contact resolution, lower cost-per-contact, and enhanced customer experience through intelligent automation.
Technical Toolkit
A comprehensive skill set spanning data, cloud, finance systems, and operations, enabling end-to-end delivery of technical solutions.
Chat with AI-von
Meet AI-von, your guide to Ivon's professional journey. Ask about his experience, skills, or why he's the right fit for your team.
Let's Connect
Open to opportunities in BI, data engineering, cloud systems, contact centre technology, finance-aligned analytics, and technical transformation roles.
If you're looking for a technical professional who understands operations, finance, and engineering, someone who can bridge business needs with technical delivery and own solutions end-to-end, I'd love to hear from you.