John Ortiz began his journey in the contact center world in 2008—taking calls and dispatching medical equipment to senior citizens. What started as an entry-level job quickly evolved into a career built on curiosity, leadership, and a passion for transformation. Rising through the ranks from QA analyst to team lead and ultimately into operations leadership, John developed a deep understanding of what makes contact centers succeed—or struggle. It was in those leadership roles that he discovered his true passion: using technology to solve real contact center challenges. Today, as a Contact Center AI & Analytics Consultant at MiaRec, John helps organizations unlock the full potential of their conversations. Whether it's automating QA, surfacing CX insights, or spotting revenue risks before they happen, he empowers teams to make smarter, faster decisions with the help of AI.