iCXeed Names Three Leaders to Push AI-Driven Contact Centre Work on AWS

Three appointments, three disciplines

The Sydney-based announcement, dated 28 September 2026, covers one external-profile hire for product and AI, one internal promotion in engineering, and one strategy role.

Aurelien Plancque becomes Chief Product and AI Officer. He is based in Sydney and, according to iCXeed, brings more than 15 years of contact centre technology and software development experience, including five years as Senior Solution Architect at AWS. The company says he has architected cloud contact centre platforms for large enterprises and governments and published open-source solutions for AWS.

Arnel Clave is promoted from Senior Solutions Architect to Vice President, Technology Solutions. iCXeed says he has grown its engineering organisation to more than 80 professionals. Working from the Philippines, he will deepen investment in engineering learning and development and apply analytics, AI and automation to the company's own workflows.

Halle Nguyen joins as Director, CX Strategy, also in Sydney. He has more than a decade of CX consulting and operations leadership and was most recently a Senior Manager of Experience Transformation at a global CX consultancy. There he led multi-region programmes covering Contact Centre as a Service (CCaaS) optimisation, AI-enabled workflows and omnichannel orchestration.

What the leaders say they will do

Plancque said AI should make customer experiences feel effortless and make the teams behind them faster and sharper, adding that iCXeed is applying it both to client customer journeys and to how it builds its products. Clave said the company is investing in and expanding internal systems that increase its capacity for learning and speed up how it executes innovation.

iCXeed says Nguyen's approach starts with the ideal customer outcome, designs the journey around it, and then enables it with suitable technology. In his words, it is about enabling "the journeys customers find most convenient and efficient in today's digital world."

Co-Founder and Chief Strategy Officer Rain Abueg framed the hires as people-led, saying the company believes the right people, aligned on values and vision, will outperform credentials alone.

iCXeed's AWS focus

iCXeed describes itself as entirely specialised on AWS, customer experience and contact centres, with expertise in Amazon Connect, Amazon Bedrock and big data analytics. Its team of AWS certified professionals holds advanced tier accreditation in Amazon Connect and AI Services. The company serves clients from offices in Singapore, Australia, the United States and the Philippines, and cites more than 120 years of collective contact centre expertise.

The company says it helps clients use interaction analytics to find AI and automation opportunities, and that everything is validated with data. Co-Founder and CEO Arthur Nowak said: "We deliver outcomes, not specifications."

What it means for clients and the market

Expanding senior leadership in Australia, according to iCXeed, strengthens the cultural connection with clients and gives them direct access to expert talent. Co-Founder and Chief Customer Officer Ryan Rayner said that, combined with the global team, this brings both depth and proximity to engagements as the company approaches Premier Partner status with AWS.

For enterprises modernising their contact centres, the release positions iCXeed as a partner for multi-year transformations that join strategy, operations and engineering. The claims about client results and market demand come from the company itself and are not independently verified in the announcement.