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Hayden Praino

Hayden Praino / Enterprise transformation

Enterprise
change.
Built to work.

I turn customer and growth strategies into operating processes and working systems. I lead change across the front and back office, aligning people, processes, and technology through implementation and adoption.

Business architecture · Applied AI
Richland, Washington / 12+ years

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Architectural sculpture: cream steps, a clay arch, and a charcoal portal joined by a copper ribbon.
Bringing the pieces together.
Up to$28MProjects personally led
from focused initiatives to enterprise transformation
GlobalNA · LATAM
APAC · EMEA
Up to95%Less implementation time
with AI delivery

Selected work

The work behind the words.

Connecting customer strategy, process design, and technology delivery across sales, service, and manufacturing.

International transformation / delivery
Global transformation delivery across four regions A stylized globe with continent silhouettes and four broad regional highlights: North America, Latin America, Europe Middle East and Africa, and Asia Pacific. Highlights indicate regional experience, not specific cities or offices. Projects personally led reach up to $28 million. The regional highlights represent experience across projects of different sizes. North America regional experience LATAM regional experience EMEA regional experience APAC regional experience NALATAMEMEAAPAC Up to $28M PROJECTS PERSONALLY LED TARGETED TO ENTERPRISE Four regions. Global delivery. NA · LATAM · APAC · EMEA
01 / ENTERPRISE TRANSFORMATION

From strategy to implementation.
Across the enterprise.

Lead projects up to $28M, from focused initiatives to enterprise transformation across NA, LATAM, APAC, and EMEA. Identify growth opportunities, shape customer and commercial strategies, and translate them into process and system designs. Direct implementation across sales, service, and manufacturing through rollout and adoption.

Growth strategy · Business & system design · Cross-workstream delivery

Decisions & delivery

Selected example: led $28M of sales, service, and manufacturing workstreams within a $200M transformation, from assessment through go-live.

  • Connected sales, service, and manufacturing strategy with process and system design.
  • Co-led cross-functional design and influenced decisions across pricing, physical products, contract lifecycle management, e-commerce, order management, and supply chain.
  • Resolved dependencies and solution tradeoffs across workstreams. Led rollout, supported training, and tracked adoption.
AI delivery / human review
Discovery context becomes reviewed plans, user stories, tests, and implementation assetsDISCOVERYDELIVERY ASSETSDesign & requirementsStories & testsCode & configurationHUMAN REVIEW
02 / APPLIED AI

AI that accelerates
implementation.

Build AI delivery orchestrators that carry business requirements through design, testing, and implementation with human review. Connect the work across delivery stages so teams can move from a business need to working software faster.

Discovery · Design · Implementation · Human review

Inside the workflows

Implemented one business capability in about two hours using an AI delivery orchestrator. The estimated conventional delivery was a five-person team working for 1–1.5 weeks, assuming prompt decisions. The workflows connect discovery, solution design, user stories, testing, and Salesforce code and configuration with human review.

Timing comparison: about 2 hours versus an estimated 40–60 elapsed working hours (1–1.5 weeks at 40 hours per week), or roughly 95–97% less implementation time for this specific capability. This compares elapsed delivery time, not total team labor. Separately, reduced workshop and deliverable preparation time by 50%+. A PMO orchestrator supports integrated plans, RAID management, Jira updates, and executive reporting.

Contact-center modernization / applied AI
Contact-center processes, cloud platforms, and AI-assisted agent workflowsCustomer intentQueues & routingAI-assisted workflowCONTACT-CENTER DESIGN + AICloud platforms + AI automation
03 / CONTACT CENTER + AI

Modernize the contact center.
Put AI to work.

Lead contact-center modernization across service processes, queues, routing, and agent workflows. Integrate AI to support customer interactions and automate routine post-contact tasks.

Contact-center design · Cloud platforms · AI automation

Design & implementation

Define future-state contact-center processes and functional requirements; guide cloud-platform integration and implementation decisions. Connect AI-assisted agent workflows and post-contact automation to the intended customer experience.

Business architecture

Front office.
Back office.
One operating picture.

Connect lead-to-cash and issue-to-resolution across customer journeys, future-state processes, applications, data, and delivery roadmaps.

Commercial scope & roadmaps

Connect customer segmentation, offers, sales agreements, and sales forecasts to demand and supply planning. Assess the current state, define the future operating model, and sequence capabilities into an implementation roadmap.

Illustrative scope of my work. This is not a client architecture.
Front-office and back-office alignmentLead-to-cash connects sales planning and agreements with demand planning and fulfillment. Issue-to-resolution connects service intent and resolution with operational action. Both depend on shared data and integration.FRONT OFFICEBACK OFFICELead-to-cashDemand &fulfillmentIssue-to-resolutionOperational actionPlanning · Offers · AgreementsService intent · ResolutionShared data · Integration · Capability roadmaps

Experience

Business fluency.
Technical depth.

12+ years spanning enterprise software, solution architecture, business design, and global delivery.

2022 - Present

Deloitte

Manager

Lead sales, service, and manufacturing transformation for Fortune 500 clients from assessment through implementation and adoption. Shape aftermarket growth, customer segmentation, and offer strategies. Translate business cases and roadmaps into process and system designs, direct execution across workstreams, and track adoption. Build AI delivery orchestrators spanning discovery, design, testing, and implementation with human review. Lead the Assets and Artifacts team for FrontOffice Advantage.

2020 - 2022

Unify Consulting

Senior Consultant

Led future-state process and functional solution design for agriculture and e-commerce engagements, connecting business requirements to implementation.

2019 - 2020

BP3 Global

Senior Consultant

Solution architect and lead developer for enterprise automation and integration in financial services and hospitality.

2017 - 2018

Praino Consulting

President & Senior Consultant

Founded an independent practice delivering process improvement, solution architecture, systems integration, and software development.

Earlier: blue 2.0 · Software Engineer · Sep 2016–Feb 2017
Perficient · Senior Technical Consultant · Apr–Aug 2016
Salient Process · Business Process Management Consultant · Oct 2013–Apr 2016

Platforms & technical fluency

Salesforce · Agentforce · Genesys Cloud · ChatGPT · Claude · Jira · Apex · JavaScript · SQL · REST APIs · IBM BPM / BAW

Architecture and integration advisory: MuleSoft · Microsoft Azure · Databricks · SAP MDG · Five9 · Pricefx · Vendavo

Credentials & education

Salesforce: Data Cloud Consultant · Manufacturing Cloud Accredited Professional · AI Associate · Business Analyst · Platform Developer I · Administrator · Platform App Builder

B.A., Digital Technology and Culture
Washington State University