Anna Mateusheva
Contact Center Operations & AI Product Expert
Almost twenty years ago I started as a contact center operator. Since then I've run teams of up to 100 people, scaled operations across five countries, and now I build the software that contact centers actually run on.
Areas of expertise
About
Anna Mateusheva is a contact center operations and product expert with nearly 20 years of experience across the industry — starting as a frontline operator and working up through team lead, operations manager, and Deputy COO roles before moving into product.
She spent over 12 years at Simply Contact, most recently as DCOO and Head of Project Office and Business Process Manager (2019–2025), where she managed international teams, optimized business processes to COPC standards, and led operational KPI and Continuous Improvement programs across the company’s markets. Under her leadership, an RPA rollout lifted agent productivity by 18%, an IT chatbot cut technical department workload by 40%, and a system of individual development plans (PDPs) reduced staff turnover by 10%. She also documented and optimized 25 core business processes and rolled out PeopleForce to support the company’s scaling across five countries.
Her focus today is on AI and voice automation, omnichannel communication, and the analytics that let contact centers actually see where they’re losing customers.
Education
Specialist Degree
Dnipropetrovsk National University · 2005–2011
Experience
Product Owner
UniTalk · January 2026 – Present · Dnipro, Ukraine
- Leads product strategy and roadmap for UniTalk Contact Center (UCC)
- Develops AI voice agents, analytics, and business process automation
DCOO. Head of Project Office and Business Process Manager
Simply Contact · August 2019 – December 2025
- Implemented an RPA solution that raised agent productivity by 18%
- Launched an IT chatbot that cut IT department workload by 40%
- Built an individual PDP system that reduced staff turnover by 10%
- Documented and optimized 25 core business processes to COPC standards
Project Manager
Simply Contact · June 2013 – August 2019
Project Manager
First Line · March 2012 – June 2013
Project Manager
PeopleNet · March 2011 – March 2012
Operator
Turkcell Global Bilgi · February 2010 – March 2011
Operator
PrivatBank · September 2009 – July 2010
Articles by Anna
11 published
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