The people behind the platform
Contact centre operators, technologists, and client service professionals who've been doing this, not pitching it, for over a decade.
Bryce Walshe
Bryce co-founded FirstPoint, building the operation from the ground up in the Philippines before evolving it into the AI platform it is today. He has led the technology architecture from the earliest internal builds through to current commercial deployment across the gaming and hospitality sectors. With more than 20 years across telecommunications, customer operations, and enterprise technology spanning Australia, the Philippines, Southeast Asia, and the United States, he brings an operational view of the technology stack that most AI builders simply don't have. His background covers PBX systems, AI voice infrastructure, multi-site contact centre management, and enterprise client operations: the full picture of what it actually takes to build and run a communications platform at scale.
Christian Marcello
Christian co-founded FirstPoint alongside Bryce, bringing with him years of experience building and running customer communications businesses, and the commercial instincts that come from operating in environments where client relationships are everything and delivery is the only thing that matters. His earlier career spans healthcare, medical technology, and the home health sector, including in-home mobility and accessibility solutions: industries where customer trust, compliance, and service consistency are non-negotiable. At FirstPoint, he leads commercial growth and strategic direction, bringing a client-side perspective to how the platform is positioned and sold. His focus is on partnerships, market development, and the continued expansion of FirstPoint's presence in the gaming and hospitality sectors.
Michael Glauser
Michael brings more than 30 years of casino marketing and operations experience to the FirstPoint AI team. His career in the industry started on the floor and grew into senior leadership roles spanning marketing strategy, operations, and innovative technology services for casino properties across the US. He works closely with FirstPoint's casino operator clients to ensure the platform is deployed with a clear understanding of how casino marketing and operations actually function, bringing the kind of ground-level industry knowledge that makes the difference between an AI deployment that looks good on paper and one that performs in a real operation.
Karl Fernandez
Karl joined FirstPoint in 2021, bringing a decade of contact centre leadership behind him across healthcare call centres and operations management roles at some of the largest contact centre organisations in the world. He built his career on the floor, progressing through team leadership and operations management before joining FirstPoint to run the contact centre operation end to end. Over the past four years he has managed the full cycle of FirstPoint's operational growth, and has now moved into leading AI Operations, overseeing how the platform performs in live deployment for clients. Based in the Philippines, Karl is the reason the operation runs the way it does: with the discipline of someone who has managed at scale and the practical knowledge of someone who has never lost sight of what happens on an actual call.
Jhona Jansol
Jhona joined FirstPoint in 2020 and has been part of every significant chapter since: the AI platform maturing, the first casino clients coming onboard, and the operation scaling to where it is today. Based in the Philippines, she manages the contact centre operations team that powers FirstPoint's Human Bolt-On service, and leads client relations for everything that flows through that team. She knows the operation from the inside out, which is exactly why the clients she works with get continuity and accountability rather than a rotating cast of account managers. Six years in, she remains the person clients call when something matters.
Jennifer Ruf
Jennifer leads marketing, brand, and go-to-market strategy for FirstPoint AI. She brings extensive experience in B2B marketing for technology and services businesses, with a particular focus on enterprise buyer journeys in industries where trust and proof points matter more than promises. Her approach to positioning FirstPoint reflects the company's broader philosophy: credibility over hype, specifics over superlatives, and a clear-eyed understanding of what enterprise buyers actually need to make a decision.
We're a lean team that gets things done.
FirstPoint AI doesn't operate like a startup with a headcount strategy. We operate like a contact centre that's been running efficiently for twelve years, building strong teams, removing what doesn't work, and keeping the focus on client outcomes.