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Contact Center Consultant, Owner

Cloverhound, Inc.

Vice President of Professional Services

Speech-Soft Solutions

•	Reported directly to CEO.
•	Helped set and implement company wide strategy and vision, domestic and foreign.
•	Built company culture and accountability.
•	Assisted sales team by creating and presenting RFP responses to end customers.
•	Led R&D projects exploring new solutions to common industry problems.
•	Established strategic partnerships and acquisitions to expand the footprint and strength of Speech-Soft.
•	Maintained revenue forecasts, resourcing, and customer satisfaction.
•	Created and delivered custom solutions using new technologies in the IVR, agent desktop or within their CRM.
•	Created and led unifying projects across multiple teams such as sales, speech, and contact center.
•	Continued responsibilities from previous role.

Vice President Of Professional Services

•	Technical escalation for all UCCE/UCCX related issues.
•	Managed contact center and development team.
•	Created solution designs based on customer’s call center requirements utilizing Cisco’s Unified Contact Center Enterprise and Express.
•	Installed, configured, and troubleshot Cisco UCCE and UCCX.
•	Installed, configured, and troubleshot Cisco Voice Portal (CVP).
•	Created CVP applications as well as custom elements for backend integrations.

Senior UCCE Engineer

eLoyalty

•	Assisted in sales presentations as the technical voice, plan upgrade paths to minimize down time.
•	Reviewed design documents, statements of work, and project documentation to ensure it meets company standards.
•	Created solution designs based on customer’s call center requirements utilizing Cisco’s Unified Contact Center Enterprise and Express suite.
•	Installed, configured, and troubleshot Cisco UCCE and UCCX (formerly IPCC Enterprise/Express).
•	Installed, configured, and troubleshot Cisco IP IVR.
•	Installed, configured, and troubleshot Cisco Voice Portal (CVP) software 3.x and 4.x, including gateways and gatekeepers.
•	Created and troubleshot ICM scripts and call flows based on customer requirements.
•	Installed, configured, and upgraded Cisco Unified Communications Manager (formerly CallManager).
•	Led customer targeted training for administrators and users as well as provided documentation customized for specific needs.

Principal - Solution Architect

Verizon Business

Support both Cisco IPCC Express and Enterprise call center software and hardware
Manage IT infrastructure for TAC, including Cisco routers, both Microsoft and Unix servers, as well as custom applications
Develop new features for in house customer relationship management system using Visual Basic
Develop lab environments to familiarizes group with customers’ networks
Create and manage internal and customer reports that track issues on a daily basis using Hyperion Intelligence Suite 8.3
Modify and troubleshoot Genesys canned reports using Brio 6.6
Support and install Rockwell ACDs for a dozen different customers around the US

System Engineer

Texas A&M University

Windows, Linux, Novell administrator for a 30+ network.  Website, email, desktop support, jack of all trades.

System Administrator

Over fifteen years of call center consulting experience. Primarily focused around Cisco's solutions: Contact Center Enterprise (UCCE/PCCE/Webex CCE) and Contact Center Express (UCCX/IPIVR) and now also Webex CC. Design, installation, configuration, troubleshooting, and testing up and down the technology stack. Including Amazon Connect, Twilio Flex, Google Dialogflow, and Five9.

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