London, England, United Kingdom
Having enjoyed a progressive 20+ years career in Contact Centre Operations & information technology, enabling value creation across complex verticals for leading organisations in Banking & Finance, Telecoms, Oil and Gas, Government and Travel industries for both B2B and B2C driven sectors; leading, coaching and inspiring teams across a global footprint including Europe, US and Asia. Demonstrated an unrelenting tenacity for designing and aligning organisational strategy whilst having the ability to maximise ROI, and improve business value via technical architecture. Enjoys challenges and complex problems and has a can do attitude that enables his creative thinking and ability to meet tight deadlines; having experienced communicating and driving multiple levels of originations though to C level and organisational owners. Has proven ability of creating and managing OPEX and CAPEX budget of up to $55 million, driven partners both internal and external to exceed business objectives and goals
Consulting to multiple organizations, driving technology and business change to enable Omni-Channel, digital transformation and growth.
Driving the transition and re-design of operations and technical areas of the organization, to drive high productivity, automation and revenue across multiple business areas; direct reporting areas including Networks, Communication Platforms, Operational WFM, Operational PMO and Global Innovation.
Lead the global teams covering architecture, engineering, support and development, covering Cisco Contact Centre and UC, eGain, CafeX (WebRTC), and Verint (360) technologies.
Contributed to a Group initiative by leading the work stream that covered building the business plan and architecture covering fixed mobile convergence, Mobile Unified Communications and mobile OTT applications..
This role involved the formulation of the client’s business model and leading UC&C architecture and engineering design for a large finance house (Trade Floor and Retail Banking) one of the world’s largest car manufacturing companies. I managed technical architecture, third parties and System Migrations of Cisco UCM, UCCE, UXXX - and built clients’ cost benefit analysis business models