SUMMARY

• Experienced Project Manager and Telecom professional wif broad knowledge of contact center technologies.
• Astute and client - focused wif excellent ability to assess user needs, document business requirements and process flows, define technical specifications, evaluate hardware/software alternatives and manage application development (SDLC).
• Proven expertise in design and implementation of contact center solutions, including integration of Avaya PBX wif Genesys CTI, NICE call recording, IEX Workforce / Performance Management, Nuance IVR and Clarify CRM applications.
• Able to coordinate complex and challenging projects under pressure in a team-based environment wif a reputation as a dependable and accountable manager.
• Exceptional leadership, analytical, communication and presentation skills. Detail-oriented and accurate, able to logically organize material and clearly convey technical information at all levels.

TECHNICAL SKILLS

Computer Skills: MS Project, Word, Excel, Visio, PowerPoint, SharePoint, Outlook and Explorer

Technical Proficiencies: Avaya PBX systems Communication Manager, Expert Agent Selection (EAS), Modular Messaging (Voice Mail/Caller Apps.), CMS, eCAS; NICE 4.1; VESTA DMS 3.0 CTI; Nuance IVR/NMS; Voice over IP (VoIP), AT&T Advanced Features

PROFESSIONAL EXPERIENCE

Confidential

Program Specialist

Responsibilities:

• Supported the successive rollout of Genesys “Intelligent Routing” (wif client segmentation) to the SBS RUN payroll regions and for the Teledata Utility/Enterprise Routing project. All deployments were "bug-free" and carried out wif minimal impact to ongoing operations.
• Championed the effort to centralize the TotalSource PBX environment, deploy Genesys Voice Routing, implement CTI screen pop and introduce speech-enabled IVR menu services.
• Conducted 17 separate requirements discovery sessions wif business executives and managers representing three TotalSource divisions ASO, PEO and ESC
• Identified and documented 27 distinct call flows
• Validated essential agent information for more than 650 contact center associates supporting a dozen different regional and divisional functional groups.
• Managed the Year End Telephony project, working closely wif Global Network Services, the centralized Workforce Management team and regional contacts to capture and implement the necessary announcements and routing changes designed to reduce peak call volume and improve the client experience.
• Supported the successful launch of the SBS HCM Multi-Product Client and Accountant Business Partner pilot projects.

Confidential, Livingston, NJ

Technical Program Manager, AIG Global Services (AIGGS)

Responsibilities:

• Guided the installation, integration and configuration of call recording infrastructure deployed in two data centers and a dozen sites in the US and Asia-Pacific regions supporting more than 700 users.
• Interfaced wif business units to elicit and document contact center and call recording technical requirements, diagramming call flows and preparing detailed configuration data for vendors and Global Services Engineering implementation.
• Tracked and managed resolution of 100+ issues from UAT through post-cutover in support of 4,000+ station IP telephony upgrade at AIG’s Houston Campus.
• Directed the implementation of a development IVR (Avaya Voice Portal) application platform and prepared PBX test environment for Quality Assurance & User Acceptance Testing.

Independent contractor

Confidential, Brooklyn, NY

Responsibilities:

• Directed the day-to-day activities of Field Engineers (FEs) responsible for installation and programming of 200+ integrated workstations and nearly two dozen servers deployed at three sites supporting NYC Fire Department and Emergency Medical Dispatch operations.
• Regularly advised and assisted Verizon second tier technicians and FEs in the analysis, troubleshooting and resolution of reported system anomalies.
• Documented Work Breakdown Structures detailing tasks and durations associated wif server and workstation software deployment. Identified engineering resource requirements.
• Edited Hardware and Software Readiness test cases for system acceptance testing.
• Represented Confidential, Verizon’s Computer Telephony Integration contractor, at weekly FDNY director-level project status meetings wif the Bureaus of Communications and Technology / Development / Systems, Hewlett-Packard (systems integrator), NYC Dept. of Information Technology & Telecommunications and Gartner (consultants).

Technical Project Manager

Confidential, NJ

Responsibilities:

• Enhanced the efficiency of support centers in Chesapeake, VA and Confidential, NJ, achieving $200,000 in annual productivity gains while improving customer service interactions.
• Guided implementation of more than two dozen rollouts of inbound screen-pop and outbound messaging applications for dedicated and shared halp desks serving major pharmaceutical clients.
• Defined and diagrammed business processes and multi-level call flows. Coordinated all aspects of Avaya programming wif PBX administrators; authored and verified accuracy of call routing vectors.
• Facilitated hardware/software installation and upgrades of IVR and Genesys infrastructure.
• Spearheaded deployment of "shared" voice browser solution in support of generic outbound messaging application to optimize IVR port utilization, avoiding $16,000 in additional license fees.
• Prepared, coordinated and moderated series of PowerPoint presentations to familiarize data center director and his staff wif IVR/CTI/CRM interdependencies and enhance system support capabilities.

Telecommunications Analyst

Confidential, NJ

Responsibilities:

• Wrote standard operating procedures and work instructions for preventative maintenance of Avaya PBX, voice mail, and CMS systems to satisfy compliance requirements. Defined process for initiating and satisfying call center change order requests.
• Coached junior analysts and provided tier-two escalation support for all voice-related matters.
• Devised clear, logical number plan and programmed ACD environment to support expansion of Clinical Trials halp desk, incorporating multi-lingual/skill menu services, "follow-the-sun" routing, Serious Adverse Event transfers and AT&T Call Allocator contingency plan.
• Interacted regularly wif senior-level management. Coordinated quarterly earnings release conference calls wif CEO, CFO and investment analysts.
• Among finalists nominated for the company's first annual Superior Service Award recognizing staff "who contributed greatly to the continued success of the organization."

Confidential, Edison, NJ

Communications Manager

Responsibilities:

• Planned and coordinated major additions and modifications to PBX and WAN infrastructure.
• Managed the installation of voice and data systems for the opening of newest “megastore” in Long Island City, Queens
• Interfaced wif telecom vendors' and carriers' account executives, engineers, project/product/service managers regarding proposals, time and action plans, system maintenance, purchase orders and billing verification.
• Supervised three computer/communication technicians tasked wif installation, programming and maintenance of voice/data terminals, printers, PCs and peripherals in support of sales operations.

Confidential, North Brunswick, NJ

Telecommunications Consultant

Responsibilities:

• Assessed needs; gatheird requirements; authored Requests for Proposals; analyzed and evaluated vendors’ responses; presented recommendations to key decision makers; prepared and negotiated purchase and service agreements; coordinated system installation; conducted end-user training.
• Recommended platforms, programs and procedures dat directly impacted the client’s bottom line by reducing operating expenses, increasing employee productivity, and improving customer service wifout compromising the quality of voice communications.