Most of my client work is under NDA. What follows is described by sector, stack, and outcome — enough to see the shape of an engagement without breaking confidence. If you need more detail before a conversation, ask. I share depth privately, once there is a reason to.
Selected work
Dynamics 365 Field Service, Telephony & Copilot Call-Logging Platform
Sector: Multi-region field services · confidential
Role: Solution Architect & Lead Developer
Stack: Dynamics 365 CE (Customer Service, Field Service) · Dataverse · Microsoft Teams · Copilot · Third-party CTI
Delivered a unified Dynamics 365 solution spanning case handling, scheduling, and field operations, with Teams-based dispatch and telephony/CTI integration for unified call handling, screen-pop, and click-to-dial. Designed Copilot-driven auto call-logging that captures, summarises, and logs interactions directly to D365 records.
→ Cut after-call admin and closed the data-quality gap that had blocked reporting.
HR Service Management Platform on Servicely
Sector: Global mining & commodities
Role: Solution Architect & HR Service Management Designer
Stack: Servicely · SoFi (AI-assisted triage) · Multi-region workflow · Knowledge base
Designed and configured HR service management on Servicely for HR case management and payroll operations across multiple regions and legal entities. Built triage rules, catalog items, and service bundles to automate HR and payroll requests from intake — email and interaction processing — through to resolution. Structured a knowledge base enabling self-service, AI-assisted triage, and consistent case handling across entities.
→ Live across the first region set. Expanding to two more regions.
Enterprise AI Fraud Detection & Case Triage Platform
Sector: Banking · confidential
Role: Chief Architect & Technical Lead
Stack: Azure OpenAI · Enterprise integration · Regulatory workflow · Audit-grade governance
Multi-system platform integrating enterprise applications, cloud services, and AI components for real-time fraud detection and case triage. Delivered under regulatory scrutiny with audit trails, governance frameworks, and controlled workflows.
→ Reduced manual investigation effort by ~60%. Compressed triage timelines from days to minutes.
Legal Case Management & Automation Platform
Sector: International legal services · multi-jurisdiction
Role: CTO & Solution Architect
Stack: Multi-region case management · Standardised legal workflows · Reporting & traceability
Multi-region case management and workflow automation platform supporting 500+ users. Standardised legal workflows across jurisdictions.
→ Reduced administrative handling time by ~40%. Improved reporting accuracy and traceability.
Service Management & Workflow Automation
Sector: Telecommunications
Role: Solution Architect & Lead Developer
Stack: Service management · Cross-team workflow orchestration · System integration
Designed service management and workflow automation for service requests, internal processes, and cross-team workflows. Integrated systems for seamless orchestration. Supported presales — solution design, demonstrations, and client engagement.
Currently building
Global HR Service Management expansion
Continuing the mining & commodities HR platform rollout on Servicely. Two additional regions coming online next.
carmennel.co.za
This site. WordPress + Kadence, Rank Math SEO, MailerLite, custom CSS for the terminal aesthetic. Content, images, taxonomy, menus, and layout shipped via the WordPress REST API and browser-side automation, not the Gutenberg UI. Small proof point, but real — and a working example of pro-dev discipline applied to a WordPress build.
The Prompt Discipline Framework
A public framework and downloadable PDF for enterprise AI prompt design. Five levers, before-and-after examples, and a ten-point scorecard. Free, no email required. First in a series on the practical side of enterprise AI on the Microsoft stack.
Skills matrix
> service_management
Microsoft Dynamics 365 (CE, Customer Service, Field Service)
ServiceNow · Servicely
> cloud_and_data
Azure · Dataverse · SQL · AWS
API design & integration (REST / SOAP)
> ai_and_intelligent_tech
Azure OpenAI & Cognitive Services
AI Builder · Copilot & Copilot Studio
LLM integration & prompt engineering
AI-enabled document processing
> platforms
Power Platform · Microsoft 365
SharePoint (2010 – Online)
> integration_and_telephony
REST / SOAP services · Power Automate connectors
Teams integration
Telephony / CTI (Teams Phone & third-party voice)
> development
.NET / C# · JavaScript / TypeScript · React · SPFx
PowerShell · HTML5 / CSS3 · PHP · PythonAreas of expertise
Enterprise platforms & architecture
End-to-end solution architecture across applications, data, and integration layers. Scalable, enterprise-grade platforms aligned to business objectives. Service management and workflow platform implementation. System integration and cross-platform orchestration.
AI, automation & intelligent solutions
AI-driven process automation and decision-support systems. Intelligent document processing, extraction, and classification. Copilot-enabled automation, including intelligent call and interaction logging. AI governance, responsible adoption, and CoE frameworks. Prompt engineering and LLM-based solution design.
Application & workflow delivery
Dynamics 365 CE, Customer Service, and Field Service design and delivery. Business applications and digital solutions across platforms. End-to-end workflow automation and process orchestration. Optimisation and enhancement of existing applications.
Data, integration & telephony
Enterprise data platform design, cloud and hybrid. Data modelling, lifecycle management, and flow orchestration. API design and connectivity. Telephony / CTI integration.
Leadership & advisory
Technology strategy and enterprise architecture leadership. Client advisory, stakeholder engagement, and presales. Team leadership, mentorship, and delivery governance.
Career
2021 – Present · Founder & Principal Consultant | Consulting CTO | Solutions Architect
CN Consult, Global
Strategy, technology, and delivery practice specialising in enterprise platforms, workflow automation, and AI-enabled solutions across financial services, telecommunications, legal, education, and energy sectors. End-to-end solution design and delivery — architecture, hands-on development, and client advisory.
2021 – 2023 · Platform Owner, Enterprise Content & Service Platforms
Global energy & chemicals enterprise · 30+ countries
Owned the ServiceNow platform roadmap, release governance, and continuous optimisation across ITSM modules. Reduced incident resolution times by ~30%. Led an enterprise content management modernisation programme that improved document retrieval performance ~50% and strengthened SOX-aligned information governance.
2016 – 2021 · Solutions Architect, Developer & Technical Team Lead
CN Consult, Global
Delivered enterprise platforms, workflow automation, and collaboration systems across education, manufacturing, and professional services. Progressed from hands-on development into solution architecture and technical leadership. Notable: national collaboration and workflow platform for an education group — reduced manual processing time ~35%.
2014 – 2016 · Solutions Architect & Development Lead
IT services group, South Africa
2013 – 2014 · Senior SharePoint Specialist & Developer
Boutique collaboration consultancy
2011 – 2013 · Senior SharePoint Specialist & Developer
IT consultancy
2009 – 2011 · Marketing & SharePoint Specialist
Communications agency
2007 – 2009 · Graphic Design, Web Development & SharePoint
Media & broadcasting, Cape Town
Education
MSc Information Technology & Data Science — European International University, Paris (2025 – Present; expected completion 2026)
BIS Publishing — University of Pretoria (2003 – 2006)
Training & certifications
Azure Administrator (2025) · Power Platform, Microsoft (2019) · Business Analysis (2018) · K2 Core & Smart Forms/Views (2017) · MCSD / MCSE SharePoint; MCSA Server, Microsoft (2010 – 2013)
Speaking & community
Speaking: Share Conference South Africa · SharePoint Saturday (Johannesburg, Durban, Cape Town) · Modern Workplace Conference (Paris) · aMS Conferences (Singapore, Kuala Lumpur, Manila)
Community: Community Lead — Johannesburg Weekly Information Worker Sessions · Founding Member — Women in SharePoint South Africa
Need more detail?
Most of the depth lives under NDA. If you’re evaluating me for a role, an engagement, or a partnership, I’m happy to walk through specifics privately — the architecture calls I made, the trade-offs I would revisit, and what I would do differently a second time.