Greater Philadelphia
Highly motivated IT executive with over 30 years of successful deployment experience of contact center technologies, directing contact center start-ups, and building production support services operations. Proven IT innovator with a strong blend of leadership and operational experience in directing technology improvement initiatives by aligning technology solutions with business requirements. Experience with managing divisional-wide Cisco VOIP telecom deployments. Specialize in documenting and deployment of leading edge contact center technology solutions. Credited with measuring the technology implementation via AML tools for successful implementations. Successfully establish long term client relationships, with the ultimate goal of total customer satisfaction. Specialties: Contact Center VoIP technologies, IVR design, Project Management, ITIL, Leadership, Service Management, Strategic Planning, Process Improvement, Vendor Management, Risk Management /Business Continuity.
Design, develop and deliver global telephony solutions that meet the business requirements Support architecture, technology and operations standards. Provide level 3 production support for issues associated with certified telephony hardware and software products. Telephony subject matter expert roles includes; systems analysis and design for software component designs and specifications. Build software components and develop unit test plans. Support all phases for testing through implementation, providing a high level of defect triaging. Software configuration management through all development phases with comprehensive project time reporting. Recommends best practices and incorporate industry leading processes working closely with all technical support teams to resolve issues in a timely fashion.
Nuance IVR production support for custom developed speech telephony solutions. Working with leading edge telephony components including Cisco, Avaya, Nuance, IBM and TIBCO. SafeNet, WebSphere, Oracle, Manage third party vendors, collaborate with internal architects /information security officers/ developers project managers change coordinator. Provide release management peer reviews with executives . Compile architecture/security compliance documentation managing risk through data protection, export compliance and authentication/entitlement requirements.
Provide technical program governance and vendor management for Nuance Speech application development through functional requirements, design, construction, testing and deployment. Facilitate global collaboration with Citi architects and engineers for design of custom speech applications used for corporate client authentication solutions. Guided architecture definition peer reviews, leveraging shared technology environments. Evaluated and deployed leading edge telephony components including Voice over IP, Session Initiation Protocol, Speech Recognition applications and Voice Biometrics products, Cisco Intelligent Contact Management, and Avaya Distributed IP services. Govern user interface design and database development activities for external contacts.Validated web portal access for caller identification and authentication leveraging entitlement models. Documented and reviewed SDLC project deliverables from Functional Requirements to Continuity of Business strategies. Supported internal Client with analysis in capturing and confirming requirements and obtaining approvals on all deliverables. Facilitate Information Security reviews maintaining risk and controls for internal and third party application development and product certification. Lastly follow formalized Information Security processes for all security findings initiating compensating controls reviews with technical and business security officers as required for mitigating risks with business acceptance.
Responsible for management/development of direct reports providing tools/training for deploying and maintaining contact center technology platforms resulting in successful data dips, call routing and delivery optimization. Telephony subject matter expert for regional senior management teams regarding consistent, high quality customer service and performance management. Directs IT team providing 24X7 support and daily administration of all contact center platforms in the IT infrastructure for the region.
Suburban Cable unit, credited with deploying the original Nortel Symposium client/server call center solution, moving the contact center from agent hunt groups to skill-based automatic call distributor (ACD). Upgraded 200 agents from a Centrex solution to a Nortel Call Controlled Routing environment to simulate an automatic call distributor (ACD) environment. Implemented Witness InSight product to monitor & record/capture voice and data agent's desktop.Created custom knowledge base with specific geographical views for agents in Lotus Notes.Collaborated with facilities team to build a "state of the art" contact center in New Castle DE. Developed a quality monitoring evaluation form and database to measure the performance of agents and teams.
Successful call center technology deployment & project management for call center start-up & handoff on Telequent ISDN, Aspect ACD in several locations. - Original Company was Sorbus then Bell Atlantic...
CoOp worked with the engineering team to build, assemble and test "state of the art" echo cancelers & the latest satellite services and digital networking services, products, and technology. Northern Virginia area.