Marcus Andersson Knutsson

One Nordic cloud service

Leading the consolidation of four contact center platforms and three operating partners into one Nordic cloud service supporting approximately 4,500 users and 15 million annual customer interactions.

SEK 15m expected annual licence reduction

The programme is expected to reduce annual licence costs from approximately SEK 130m to SEK 115m, with additional operating savings from a shared Nordic service model.

Close to SEK 100k external cost avoided

Built a REST API for claims-history-based call routing instead of purchasing the development externally.

Product Manager, Nordic Contact Center Transformation

Lead the core implementation of one of Tryg’s largest multi-year IT transformations, consolidating national contact center platforms into Puzzel CCaaS.

Lead two Product Owners, one Project Manager and three national SME teams across Sweden, Norway and Denmark. Sweden and Norway are live, with Denmark next.

Own delivery across IVR, platform configuration, IAM joiner/mover/leaver integration, service design, future BAU processes and budget follow-up.

Recovered the Norwegian implementation from a likely postponement by restructuring and coordinating the delivery effort, avoiding the potential need for legacy contract extensions at a multi-million SEK cost.

Present weekly programme status to approximately 100 stakeholders, including C-level when required, and work in English as the daily programme language.

Product Owner / Solution Manager, Contact Center Platform

Hold end-to-end responsibility for the business-critical CCaaS service: roadmap, investment priorities, development budget, suppliers, business continuity, complex BAU and the technical service landscape.

Manage supplier relationships with Telia and Puzzel and control the platform’s development budget.

Own technical areas including contact-data SQL databases, REST APIs for call routing, IAM integrations, Azure Landing Zone infrastructure and supporting logic layers.

Led the technical evaluation of five shortlisted vendors in the Nordic platform RFP and provided technical and content sign-off on the final contract.

Coordinate high-priority incident resolution across internal and external parties.

Contact Center Developer

Administered and developed the customer contact platform, building the technical and operational foundation for later service ownership and Nordic transformation work.

Systems Test Resource / Multichannel Customer Support / Insurance Advisor

Progressed from customer-facing insurance and multichannel support into systems testing and contact center technology, providing direct understanding of both operational users and customer journeys.