Experienced Unified Communications and Contact Center Technology Consultant and Team Leader with more than 11 years of experience working as a liaison between customers and UC experts, including Professional Services, Product Business Units, Implementation, and Sales. Highly skilled in identifying business issues and formulating technology solutions to increase business efficiency, lower costs, and increase profitability through process redesign and technology based solutions. Excel at managing cross-functional teams to close sales and meet project deadlines within budget.
Experience:
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1/2009 - Present
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Senior Manager, Engagement Mana with Avaya
6/2006 - 4/2008
New York, NY
Provided Professional Services technical support and Statements of Work to Avaya Sales, specific to IP Telephony, Contact Center, Unified Messaging, Video, Business Consulting and Voice/Data Security practices.
Accomplishments:
• Responsible for business development and technical sales support with focus on Financial Vertical. Clients included Citigroup, Barclays, Federal Reserve Bank, and US Bank.
• Submitted more than $35 million in Professional Services.
• Worked with Resource Managers to assign and manage appropriate technical resources, Project Managers, and Program Managers, so as to remain within scope and budget specified in Statement of Work. Work included Sarbanes-Oxley compliance and management.
• Assessed security implications for moving voice architecture from legacy systems to open IP environments.
• Worked with Business Unit, Voice Practice, and Sales to set up Communication-Enabled Business Process demo.
• Led bi-weekly cross-functional leadership calls relating to Professional Services..
Senior Engagement Manager, Adva with Cisco
6/2000 - 6/2006
New York, NY
Provided Advanced Services pre-sales scope, discovery, design and level of effort estimates for Cisco UC and IP Contact Center technologies, including Web Collaboration, Email Manager, Cisco Voice Portal and Unified Messaging products.
Accomplishments:
• Worked with Business Unit, Voice Practice, Contact Center Practice, and Sales, to set up SIP Phone Application demo.
• Led cross-functional team to define Contact Center Practice engagement strategy. Team consisted of business units, professional services, marketing, sales, and implementation. Created two-tier Engagement Model for Contact Center Practice, including Process and Decision/Risk models.
• Led cross-functional team to create web-based pipeline reporting, forecasting and resource management system.
• Authored and sold Custom Technical Statements of Work, including Deployment, Applications Consulting, Software Customization, Third Party Product and Software Integration, Database Integration, Advanced CTI applications (using Java, Visual Basic or C++), Product Training, and Software Upgrades,
• Focused on Fortune 500 clients, including GE, Ernst & Young, AXA, AIG, Citigroup, and Goldman Sachs.
• Developed and provided training to Cisco Partners and Cisco Sales in Cisco UC and IP Contact Center professional services, pre-sales support, discovery work and competitive analysis.
• Submitted more than $8 million in Professional Services
• Drafted more than 500 Technical Statements of Work
• Assigned Subject Matter Expert for transitioning Cisco Voice Technology Group into Project Management Office..
Contact Center Specialist with Siemens
9/1997 - 6/2000
New York, NY
Responsible for managing all regional complex contact center and CRM solutions, as well as working with all regional sales and engineering staff to identify, engage, and sell said solutions.
Accomplishments:
• Managed new business and installed base accounts, developed relationships, maintained communication, formed strategic alliances and conducted presentations for executives from major corporations.
• Utilized Value Proposition & Consultant approach to win both new business and installed base.
• Represented Siemens at major industry trade shows..
