Experience

IBM Consulting

• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Service Transformation Leader

  • Jul 2021 - Present

  As the leader of IBM Canada's Customer Service Transformation (CST) consulting practice, Rob leads a team of consultants, architects and developers who build leading-edge solutions for IBM clients. His team focuses on leveraging technology from domains like Contact Centres, Artificial Intelligence, Digital Channels and other fields, to revolutionize the customer service experience and journey. IBM Canada's CST team is currently leading many of Canada's most transformative programs for our clients across industries such as Banking, Insurance, Public Services and more and bringing to these clients, highly impactful solutions in AI (Virtual Agents, Voice IVRs, Employee Support, etc.), Contact Centre as a Service (CCaaS), and much more. Show less

• Cognitive & Analytics Practice Leader

  • Jan 2020 - Jul 2021

  Rob led IBM Canada's Cognitive and Analytics practice, a team of approx. 100 data scientists, AI specialists, developers and analysts who build innovative solutions for IBM clients leveraging proprietary as well as 3rd-party AI, machine learning and analytics technologies. His team works across industries and brings deep expertise in customer engagement, contact centre, employee support and solution integration.



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Practice Lead - Watson AI

  • Jan 2018 - Jan 2020

  As the Watson AI Practice Lead, Rob Dunlap leads a team of innovative and dedicated consultants who specialize in bring IBM's AI solution (natural language processing, chatbots, content analytics, cognitive search, etc.) to organizations across Canada.

• Practice Lead - Watson Engagement and Virtual Agents

  • Mar 2017 - Jan 2018

  Rob Dunlap leads the Watson Engagement and Virtual Agents practice within IBM Canada’s Cognitive and Analytics organization. As Artificial Intelligence technologies become increasingly imbedded in organizational decision support and analytics systems, the consumability of these technologies by employees and consumers is a critical factor to their success. Rob’s team partners with enterprises to bring Virtual Agent and Virtual Assistant solutions to organizations and to integrate next-generation user interfaces to emerging analytics and cognitive insights solutions. Show less

• Consultant - IBM Interactive Experience - Contact Centre and Cognitive Technologies

  • Feb 2013 - Feb 2017

  Over the course of my time at IBM, I have worked as a systems architect, contact centre developer and administrator and most recently I have consulted and filled the role of cognitive solutions experts for solutions around cognitive and bot-based customer engagement.



IntelliBooks Software Inc.

• Toronto, Canada Area

• CEO, Co-Founder, Director of Business Development

  • Nov 2011 - Apr 2012

  I was responsible for managing, business development and sales for IntelliBooks, a financial management tool start-up whose product was aimed at making corporate book-keeping painless for small to medium-sized businesses. I was responsible for managing, business development and sales for IntelliBooks, a financial management tool start-up whose product was aimed at making corporate book-keeping painless for small to medium-sized businesses.



Holcim (Canada) Inc.

• Toronto, Canada Area

• Engineering Intern

  • May 2010 - Aug 2011

  I Worked as an intern for the Ontario division of Holcim (Canada). My job rotation involved 4-month terms in Engineering and Market Analysis as well as an 8-month term in Quality Control. I Worked as an intern for the Ontario division of Holcim (Canada). My job rotation involved 4-month terms in Engineering and Market Analysis as well as an 8-month term in Quality Control.