Strategic Solutions Lead Resume

OBJECTIVE

To become a team member where I can use my 20+ years of experience in the design and deployment of Contact Center Solutions, for delivering consistent Customer Experience to the end user. I am looking for the opportunity to contribute to the success of projects and to share my experience with others.

PROFESSIONAL EXPERIENCE

Confidential

Strategic Solutions Lead

Responsibilities:

Responsible for leading the sales and strategy of our Omnichannel Analytics and Omnichannel Journey Management lines of business in the Confidential region.
These lines of business represent the foundation for the Digital and Omnichannel transformation in the market and key enablers for our Omnichannel Engagement Center strategy.

Confidential

Solution Architect Manager

Responsibilities:

Drive input and direction for the Confidential Solutions Engineering Organization by managing a regional support team of experts in the Confidential products portfolio.
Develop the regional strategy for the Financial, Telecommunications, Retail and Healthcare markets from the pre - sales and technical perspectives.
Coordinate the regional technical efforts Confidential region to provide a standardized vision for the accounts, delivery architectures and value added solutions in order to align Confidential vision for the Financial, Telecommunication, Retail and Healthcare Markets.
Work closely with the Business Consulting Group and the Worldwide Solution Architecture leaders to develop and improve the Wow Method in order to increase Confidential growth in the Region, as well as the company's image and relations with customers.

Confidential

Lead Solutions Engineer

Responsibilities:

In charge of developing Financial Market strategy for Confidential which helped Confidential to position our products portfolio in Regional Key Accounts.
Developed technical relationship with CTO and IT Managers in 4 out of 5 key financial accounts in Latin American countries (Santander, HSBC, Citi and BBVA).
Technical leader in several Regional Projects for Financial Key Accounts like BBVA’s Regional Contact Center project, a 7+ MUSD dollar opportunity involving a solution to deploy a centralized Contact Center with local operation in 8 countries (Argentina, Chile, Colombia, Panama, Paraguay, Peru and Uruguay).

Confidential

Solutions Engineer Manager

Responsibilities:

Northern Confidential Solutions Engineering leader in charge of a 5 people consulting team mainly focused in Contact Center Technology, including Inbound/Outbound Voice, Self service, Multimedia and Social Media interactions.
Workforce Optimization Technologies specialist for Confidential, providing consultancy support, complex architecture validation and product demonstration including: Workforce Management, Training and Skills Management, Quality Management and Analysis Solutions.