# Mustafa DOGAN

**Technical Account Manager** — Technical Account Manager · CCaaS platforms · API and system integration

Technical Account Manager at Call Center Studio in Manila. I am the technical point of contact for client stakeholders and the escalation point into product and engineering on a SaaS contact-centre platform. I came to the role through support and business analysis on the same platform, so I can work a problem from the ticket detail to the client conversation, and build the integrations and internal tooling that remove the manual work around it. My agent-driven reporting product took second place at our AI hackathon in July 2026 and is now in production.

## Contact
- mail@mdogan.com
- +63 960 449 7680
- linkedin.com/in/mustafadogann
- Metro Manila, Philippines

## Languages
Turkish (Native), English (Professional), Kurdish (Professional), Spanish (Elementary), Tagalog (Elementary)

## Experience

### Technical Account Manager — Call Center Studio
Aug 2025 - present · Manila, Philippines · on-site

Technical bridge between internal teams and external stakeholders, and the escalation point between clients, product and engineering on complex implementation work. Hands-on delivery for clients in the Philippines. I design and build AI-powered internal and client-facing applications, integrate APIs and SQL systems, and build AI-orchestrated workflows with n8n and MCP/WebMCP.

- Escalation point between clients, product and engineering
- Internal and client-facing applications, built with Cursor and Vercel
- API and SQL integrations between the platform and customer systems
- AI-orchestrated workflows using n8n and MCP/WebMCP

### Business Analyst — Call Center Studio
Feb 2024 - Aug 2025 · Manila, Philippines · on-site

Turned what the business asked for into technical requirements, and explained back what the platform could and could not do, for teams across the company. Administered CRM and ERP systems, ran delivery in JIRA from intake to completion, and built custom JIRA reports. Automated recurring tasks with Google Apps Script, and mediated between technical teams and clients to shorten resolution times.

- Requirements translation between technical and non-technical teams
- CRM and ERP administration
- Delivery tracking and custom reporting in JIRA
- Task automation with Google Apps Script

### Technical Support Specialist — Call Center Studio
Jun 2022 - Feb 2024 · Istanbul, Türkiye · remote

Helpdesk support for a SaaS web-based contact-centre platform with an international customer base. Resolved application issues over email, phone and chat, analysed recurring problems to feed product improvement, and wrote technical documentation and guides so users could resolve common issues themselves.

- Application support over email, phone and chat
- Recurring issues tracked back into product improvement
- Technical documentation and self-service guides

### Technical Support Specialist — AloTech
Jun 2022 - Feb 2024 · Istanbul, Türkiye

Helpdesk support for AloTech's SaaS contact-centre application over email, phone and chat: diagnosing application problems, producing fixes and workarounds, and writing documentation so users could resolve issues without raising a ticket.

- Application-level diagnosis and resolution
- Documentation aimed at reducing repeat tickets

### Project Intern — KTÜ Career Development Centre
Dec 2021 - Apr 2022 · Trabzon, Türkiye

Organised and ran career development events for students, from planning through to delivery. Built software that generated and distributed participation certificates automatically, and reported on programme outcomes. Assistant manager for DOKKAF, the East Black Sea Career Fair.

- Career development events, planned and delivered
- Certificate generation and distribution automated in software
- Assistant manager, DOKKAF career fair

### Corporate Trainer — Bilişim Eğitim Merkezi
Jul - Aug 2021 · seasonal · Türkiye

Designed and delivered corporate training on CRM, SAP, ERP and other enterprise information systems, and set assessments to measure what participants retained. Also ran personal development sessions for managers and team leads.

- Training on CRM, SAP and ERP systems
- Assessments used to measure retention
- Leadership sessions for managers

### Software Test Engineer — TechOps Center
Mar - Jul 2021 · Istanbul, Türkiye

Outsourced software testing for client companies. Wrote and ran test cases for web and mobile applications, automated regression runs with Selenium, and returned findings to development teams. Re-tested before release to confirm fixes held.

- Test cases for web and mobile applications
- Regression automation with Selenium
- Findings returned to development teams, then re-tested

### Operational Support and Trainer — Tempo Çağrı Merkezi
Dec 2020 - Feb 2021 · Şanlıurfa, Türkiye

Trained customer service representatives on application use and case-handling technique, and developed the training material they worked from.

- Application and case-handling training for representatives
- Training material developed in-house

### Operational Support — Tempo Çağrı Merkezi
Sep - Nov 2020 · Şanlıurfa, Türkiye

Guided customer service representatives through difficult cases and coordinated the team so work was distributed evenly across the shift.

- Case guidance for representatives
- Team coordination across shifts

### Customer Relations Specialist — Tempo Çağrı Merkezi
Mar - Aug 2020 · Şanlıurfa, Türkiye

Handled inbound customer issues by phone: understanding the problem, resolving it where possible, and escalating it with the detail the next team needed.

- Inbound issue resolution by phone

## Education

### MSc Machine Learning & Data Science — Imperial College London
Oct 2023 - Sep 2025 · Merit

Part-time MSc taken alongside full-time work, covering the statistical, mathematical and computational foundations of machine learning, with collaborative projects across the cohort.

### BSc Management Information Systems — Karadeniz Technical University
Sep 2019 - Jun 2023 · Honours

Graduated with honours. Worked at the university's Career Development Centre alongside the degree, building internal tools including a bulk email system and a dynamic QR code application.

## Capabilities

### Client technical ownership
2025 - present

I am the technical point of contact for client stakeholders and the escalation route into product and engineering. That covers scoping what a tenant needs, turning it into something engineering can act on, and staying on it through delivery and adoption. Four years on the same platform across support, business analysis and account management means I can work a problem from the ticket detail up to the stakeholder conversation. Enablement is part of it rather than a handover: I have run a two-day enablement and certification programme for an enterprise customer's contact-centre organisation, around 130 people, provisioning their accounts in bulk before each session. I travel to a customer's site when a multi-vendor cutover needs someone in the room.

### Platform automation and bulk operations
2024 - present

Around 20 projects do administration through a platform's own interfaces instead of its console: bulk configuration rollouts, roster and extension assignment, scheduled reconciliation. 140 n8n workflows across development and production, 62 of them running, 929 nodes in total with 272 custom code nodes and 106 webhook endpoints that other systems call. Every bulk action ships with its rails: preview, drift detection, run caps, audit rows and a rollback path.

### Integration middleware
2022 - present

Nine projects sit between two systems that have no integration path: a CRM and a contact-centre platform, a warehouse and an operations console. The recurring shape is a broker that owns OAuth install and refresh, per-tenant encrypted credentials, and a field-mapping layer, structured behind provider interfaces so a second CRM or a second platform arrives as an adapter rather than a rewrite. The same period covers CRM and ERP administration as a business analyst, across HubSpot, Zoho and SAP.

### Recovering an undocumented interface
2023 - present

14 captured traffic sessions sit in this portfolio, each one the start of the same method: record the live traffic, check it against whatever specification exists, write down where the two diverge, and encode the verified contract as a module the dependent code cites. Where a system accepts unknown parameters silently, a parameter counts as supported only once a deliberately non-matching value is shown to shrink the result count, so the map is probed rather than assumed. Each of these paths sits behind a provider interface, so a sanctioned API can replace it later without touching the callers.

### Mobile delivery
2026

Two Flutter applications shipped for phones, both built around an existing web product rather than replacing it. One is a full client for the reporting product on iOS and Android, matching the web app screen for screen so there is one set of behaviour to support instead of two. The other hosts the browser softphone on Android so an agent can work from a phone, keeping the call session alive in the background and wiring the microphone and notifications through to the native side.

### Reporting and reconciliation
2024 - present

11 projects do the same job at different scales: take a number somebody maintains by hand and make it trustworthy. Roster reconciliation between systems, order-accuracy verification against a live pricing service, operational reporting over a warehouse. Where a model helps, the deterministic layer keeps control: a generated query does not execute until it passes a cost estimate against configured limits, and safety decisions come from rule-based gates.

### Test automation and load testing
2025 - present

Browser tests for an ordering integration are stored and edited centrally rather than checked in as scripts, run in real browsers on demand, watched while they run, and their artefacts filed per run; access is by role with an approval step before a new account can run anything. Captured requests have also been replayed as load, so endpoints were measured under repetition rather than proven to work once, with the results kept alongside the capture they came from.

### Working across timezones
2024 - present

I am based in Manila and the engineering team is in Türkiye, so the working day is built around an overlap rather than an office. Over one recent six-week stretch my calendar carried 10 distinct scheduling timezones, and more meetings were set in Istanbul time than in my own — 121 against 99. Just over a third of them started at 18:00 or later where I sit. The counterparts in that period were in the Philippines, Türkiye, Pakistan, the United Kingdom, the United States, Norway, Germany, Malaysia, India, Taiwan, Brunei and China. Internal sessions run in Turkish and customer sessions in English, often in the same week.

### Applications and browser tooling
2023 - present

27 applications in production across 416 deployments, from 49 private repositories: TypeScript and Next.js on the web, Flutter and Kotlin for mobile, Python for data work. Eight Manifest V3 Chrome extensions, one published to the Chrome Web Store, including a network-capture developer tool and typed tool bridges built on the Model Context Protocol (MCP and WebMCP) that let a model drive a web application with no automation API. Retrieval-augmented generation is used here to ground answers in a known corpus.

## Certifications (158 in total; most recent listed)
158 certifications are listed on LinkedIn. The entries below are the most recent, taken from the profile with their credential IDs where LinkedIn shows them; the rest remain on the LinkedIn profile rather than being duplicated here.

- Gemini for Developers — Google DeepMind (May 2026) — credential ID 10APGA9A4OPT
- Exploring AI with Google AI Studio — Google DeepMind (May 2026) — credential ID SCTZ55P5J1JS
- Getting Started with Google Gemini API — Google DeepMind (May 2026) — credential ID I03582Z7VBMH
- Optimization Methods in Business Analytics — MIT OpenCourseWare (Apr 2026)
- Computational Neuroscience with Neuroblox — MIT OpenCourseWare (Apr 2026)
- Understanding the Enterprise Systems Environment — SAP (Dec 2025) — credential ID CAIEK88031MM
- SAP Professional Fundamentals — SAP (Dec 2025) — credential ID YA4CHNYOQ5Q5
- Microsoft Business Analyst — Microsoft (May 2025) — credential ID PKL37O0PD75D
- Power Platform in Business Analysis — Microsoft (May 2025) — credential ID C2KGRIB2F41N
- Requirements Gathering in Business Analysis — Microsoft (May 2025) — credential ID J0TMPGMUQFF9
- Azure AI Fundamentals (AI-900) — Microsoft (2025) — from the CV, no credential ID recorded
- Google Cloud Digital Leader — Google Cloud (2024) — from the CV, no credential ID recorded
- Google IT Automation with Python — Google (2023) — from the CV, no credential ID recorded
- Postman: REST API Testing — Postman (2023) — from the CV, no credential ID recorded
- Scrum Master Certification — Scrum Alliance (2023) — from the CV, no credential ID recorded
- SQL Advanced — HackerRank (2023) — from the CV, no credential ID recorded
- ISTQB Foundation — Turkish Testing Board (2022) — from the CV, no credential ID recorded

## Summaries by role

### Technical Account Manager

What the record covers:
- Own the technical relationship with named clients — Client technical ownership
- Be the escalation point into product and engineering — Technical Account Manager
- Turn what a client asks for into a specification — Business Analyst
- Hold the platform knowledge to answer without relaying — Technical Support Specialist
- Remove the manual work around the account — Platform automation and bulk operations

Not on the record yet, and the nearest thing that is:
- A large portfolio rather than a few accounts in depth — I run a small number of accounts deeply. Breadth is a matter of cadence and triage rather than a different skill, and the support years were high-volume queue work.
- Renewal conversations and commercial motion — I have been in those rooms on the technical side and know what makes a renewal difficult. Carrying the number myself is the part that would be new.

Gaps:
- No revenue, retention or renewal figures. Commercial outcomes were owned by sales in my organisation.
- No line management. I have never set someone's objectives, run their review or been responsible for hiring or letting go.
- No experience of the Australian market. My clients have been in Türkiye, the Philippines and remote across EMEA and APAC.

### Customer Success Lead

What the record covers:
- Own adoption and outcomes across a client base — Client technical ownership
- Run the escalation path when delivery is at risk — Technical Account Manager
- Build the enablement so clients need fewer escalations — Corporate Trainer
- Report on health with figures rather than impressions — Reporting and reconciliation
- Work across timezones with teams in other countries — Working across timezones

Not on the record yet, and the nearest thing that is:
- Leading a team of CSMs — I have trained corporate groups and run operational enablement for contact-centre teams, so setting standards and teaching to them is on record. Owning people's performance is not.
- Health scoring and churn models — I build the reporting these run on, including a product that turns a request into a governed warehouse query. Choosing what the score should be is the new part.
- A formal QBR and success-plan cadence — The material exists in what I already produce for accounts; what I have not done is run it as a scheduled programme across a portfolio.

Gaps:
- No retention, expansion or NPS figures I can put a number to.
- No line management. I have never set someone's objectives, run their review or been responsible for hiring or letting go.
- No experience of the Australian market.

### Automation and Platform Lead

What the record covers:
- Own an automation platform and its standards — Platform automation and bulk operations
- Design integrations between systems you do not own — Integration middleware
- Recover an interface nobody documented — Recovering an undocumented interface
- Build the tooling the team works through — Applications and browser tooling
- Keep automation testable rather than hopeful — Test automation and load testing

Not on the record yet, and the nearest thing that is:
- Leading a team of automation engineers — The standards are already written down and enforced — preview, drift detection, run caps, audit rows, a rollback path, separate development and production instances. Applying them through other people is the step up.
- On-call ownership of always-on services — My workloads are scheduled functions and webhook endpoints with retries and audit trails, not services with a rotation. The failure modes I have handled are missed windows and partial batches, not paging.
- Platform cost governance at scale — I built a cost gate into a reporting product so no generated query runs before a dry-run estimate clears a limit. Holding a platform budget is different from refusing one expensive query.

Gaps:
- No line management. I have never set someone's objectives, run their review or been responsible for hiring or letting go.
- No budget or P&L ownership. I have not held a cost centre, forecast a spend or signed off a purchase.
- Infrastructure-level operations — Kubernetes, SRE practice, Terraform — are not my area. I work at the platform and integration layer.
- The work at my employer is in private repositories, so there is no public commit history to review for it.

### Technical Delivery Manager

What the record covers:
- Deliver integrations into systems already in production — Integration middleware
- Take a requirement through to a working release — Business Analyst
- Ship to phones as well as the web — Mobile delivery
- Keep a release honest with tests before it goes out — Test automation and load testing
- Stay the technical contact through the delivery — Client technical ownership

Not on the record yet, and the nearest thing that is:
- Running a delivery team and its plan — I have delivered end to end repeatedly — 67 ordered migrations on one product, a mobile client matching a web app screen for screen — so I know what the plan has to account for. Coordinating other people to it is the step up.
- Formal project frameworks and their vocabulary — The discipline is there in migrations, changelogs and test suites; the certificate and the PMO vocabulary are not. My business analysis credentials are vendor courses, not IIBA or PMI.
- Managing a third-party delivery partner — I have built the tooling partners use and worked against interfaces they own, but I have not held a supplier to a contract.

Gaps:
- No PMP, PRINCE2 or equivalent.
- No line management. I have never set someone's objectives, run their review or been responsible for hiring or letting go.
- No budget or P&L ownership. I have not held a cost centre, forecast a spend or signed off a purchase.
- Programme-level governance inside a PMO is not something I have owned.

### Product Manager, Platform and Integrations

What the record covers:
- Own a product from problem to release — Business Analyst
- Decide what gets built and what does not — Applications and browser tooling
- Read the warehouse rather than ask for a report — Reporting and reconciliation
- Know the platform well enough to argue with engineering — Technical Support Specialist
- Take a prototype through to real users — Mobile delivery

Not on the record yet, and the nearest thing that is:
- Pricing, packaging and commercial modelling — I have built the usage tracking and cost limits a pricing decision would rest on, and I have not made the pricing decision.
- Research with users at sample size — My requirements come from the clients I hold and the support queue behind them, which is real signal from a narrow set. Structured research across a market is the new part.
- A team of product managers or a roadmap across squads — I own the roadmap for my own product, planned, built and shipped, with the backlog closed out commit by commit in my own repository. For one product and one builder.

Gaps:
- No product management job title, though the ownership is real.
- No line management. I have never set someone's objectives, run their review or been responsible for hiring or letting go.
- No pricing or revenue responsibility.
- Limited exposure to regulated finance or healthcare product constraints.

### Partner Enablement Manager

What the record covers:
- Make the product demonstrable to partners — Client technical ownership
- Build what partners need to sell it themselves — Applications and browser tooling
- Teach the technical content to a room — Corporate Trainer
- Integrate with whatever the partner already runs — Integration middleware
- Work across timezones with teams in other countries — Working across timezones

Not on the record yet, and the nearest thing that is:
- Owning partner revenue or a channel target — I have built the demonstration tooling a channel runs on, including a builder that puts a click-to-connect feature onto a partner's own page. The number attached to it was not mine.
- Running a certification programme for partners — I have written the reference for every step type in a call flow and trained corporate groups, which is the material a certification is made of. Running it as a programme with levels and assessment is not something I have done.
- Managing partner relationships commercially — The technical relationship is what I hold. Contracts, margin and tiering sat elsewhere.

Gaps:
- No channel or partner revenue figures.
- No line management. I have never set someone's objectives, run their review or been responsible for hiring or letting go.
- No experience of the Australian partner landscape.

## n8n automation samples

### n8n operations assistant in Google Chat
Chat message, plus internal webhooks for the slow jobs · 47 nodes · Google Chat, LLM planner, n8n REST API, Code, Webhook

Engineers run the automation platform by talking to it in the chat client they already have open. Ask in plain language and it lists the workflows, summarises one, reports which ones errored in the last day, explains why, and proposes a fix. Accept the fix and it patches the workflow, deploys it, activates it and offers to replay the payload that failed so you can see it pass. It also writes new workflows: it interviews you for the specification, researches the nodes it will need, and builds the flow.

A planner model picks one of 10 tools rather than improvising, so every answer comes from a real call and not from the model's memory. What it refuses is deliberate: it never deletes a workflow, never prints a secret into a chat thread — credentials are referred to by name only — and works against one instance at a time. Anything slow runs on an internal webhook and posts its result back, because a chat client will not wait for a build.

### Caller context popup for the agent
Webhook on the inbound call, answered with HTML · 45 nodes · Webhook, Zoho Bigin, Merge, Code, HTML response

When a call arrives, the caller's number is looked up in the CRM and the agent gets a rendered panel: who is calling, their open deals, their notes, tasks and activities, their company, their stores, and their previous calls on the platform. If the number is not a known contact it falls back to matching the account instead of showing nothing. A second endpoint lets the agent write a note straight back into the CRM from that panel.

Six CRM lookups and the call history run in parallel and are merged in five stages, because sequentially they would not return before the agent has to speak. The panel is built as HTML inside the workflow and returned in the response, so there is no front end to host for it. The token refresh happens in the same run rather than being cached somewhere that could go stale mid-call.

### Trial administration as a single workflow
Webhook for the actions, hourly schedule for the reminders · 51 nodes · Webhook, Schedule, BigQuery, Gmail, Code, Switch

The whole administrative side of a trial programme: adding and removing tenants, registering users and approving them, keeping the notification list, reading usage totals out of the warehouse, and writing an audit line for each action. Registration is not automatic — an approval email goes out, and the user is only mailed once someone has approved them. An hourly pass works out which trials are due a reminder, checks their usage against the threshold and mails whoever needs mailing, then deactivates the reminder so it cannot fire twice.

One webhook and a switch carry about 20 distinct actions, which is why 30 of the 51 nodes are code. The reminder branch does not trust its own schedule: it re-checks usage against the threshold before it sends, so a tenant who became active in the meantime does not get chased.

### An authenticated dashboard with no application behind it
Three webhooks: the page, sign-in, and the OAuth callback · 25 nodes · Webhook, OAuth2, Session cookie, BigQuery, HTML response

A campaign dashboard that a person signs into and reads. The workflow serves the sign-in page, runs the OAuth handshake, sets the session cookie, queries the warehouse and renders the dashboard — as HTML for a browser or as JSON for anything else asking. An unauthenticated request gets a redirect or a 401 depending on what it asked for.

There is no application server, no deployment and nothing to keep alive: a workflow is the entire service, sign-in included. It branches on what the caller wants back rather than assuming a browser, which is the only reason the same three endpoints can serve a page and an API at once.

### 10 endpoints for a conference showcase
10 webhooks, 10 responses · 40 nodes · Webhook, Google Sheets, SMS gateway, Voice agent API, Code

The back end for a live demonstration stand: event logging, RSVPs, an outbound SMS through a gateway, a mocked payment step, an account lookup, a rendered report, spreadsheet setup, a dialler log — and a conversational turn against a hosted voice agent so visitors could talk to it.

A spreadsheet is the whole database, which for something running for the length of an event is the right amount of infrastructure. The payment step is mocked on purpose and labelled as such, so nobody demonstrating it has to wonder whether it is charging anyone.

### Meetings reconciled against the CRM calendar
Webhook, on demand · 20 nodes · Webhook, GraphQL, Zoho CRM, Merge, Code

Recorded sales meetings are matched against what the CRM calendar says happened. Transcripts come from the recording service, events and the user list come from the CRM, and the workflow decides per meeting whether the matching event needs updating or does not exist yet and has to be created.

Three sources are merged in sequence before anything is decided, because the match needs all three at once — the meeting, the calendar entry and the user who owns it. Deciding first and fetching later would have produced an event assigned to the wrong person.

### Store records between a CRM and the platform
Webhook for the calls, hourly cron for the push · 15 nodes · Webhook, Schedule, Switch, Code

A small API over store records: read one, search, create or update, delete, and the same operations in bulk for whoever is moving a whole list. An hourly job pushes what has changed into the contact-centre platform.

Two paths on purpose. Callers get the immediate answer; the scheduled push is what makes the bridge trustworthy, because a bridge that only reacts to events silently keeps whatever it dropped. Bulk operations are separate endpoints rather than a loop over the single one, so a partial failure is reported per record.

### Scheduled report feed in XML over FTP
Schedule every 30 minutes, manual run kept · 15 nodes · Schedule, BigQuery, XML, FTP

Three reporting queries — queue performance, agent queue activity and agent system time — run against the warehouse every half hour, are converted to XML and delivered to an FTP drop, because XML over FTP was what the system on the other end could accept.

The consumer's format decided the design, not ours. Each report is generated and delivered independently, so one failing query does not hold up the other two, and the manual trigger stays next to the schedule because the first thing anyone wants after a missed window is to run it again by hand.

## Technical domains
CCaaS / VoIP, SaaS platforms, CRM / ERP, Zoho CRM, HubSpot, REST APIs, SQL, n8n, MCP / WebMCP, Google Apps Script, JIRA, Selenium, Python, SAP, Power Platform, Cursor, Vercel, HTML / CSS / JS, BigQuery, Chrome extensions (MV3), Flutter, Docker

## Projects
- Dialler rule engine — Query compilation
- Agentic Report Studio — Second place, AI hackathon
- Reporting client for iOS and Android — Mobile delivery
- Curyy — A product owned end to end
- CRM to contact-centre bridge — Integration middleware
- May reklamo — A product shipped end to end
- Call search and bulk recording export — Multi-tenant product delivery
- Softphone shell for Android — Native and web integration
- Demo builder — Pre-sales tooling
- Browser test platform — Test automation
- API Explorer — Reverse engineering, as a tool
- Workflow-as-code toolkit — Infrastructure as code
- On-call schedule and alerts — Operations tooling
- Call flow documentation and build automation — Configuration as code
- Model Context Tool Inspector — Agent tooling at the edge of the platform
- Self-hosted automation platform — Workflow automation
- RAG Lab — Explaining a system by building it
- Digital business card — Front-end delivery

_Last updated 2026-08-11. Canonical: https://mddogan.com/cv_