Burwood Group

Practice Director, Customer Experience

Practice Manager, Customer Engagement

Genesys

•	BU Lead for Microsoft/Nuance Strategic Alliances defining the Art of the Possible
•	Work with Product Management and Engineering to understand Roadmap timelines, new features
•	Educate Solution Consultants, Account Executives, Beyond (Genesys University) resources, Partners, Customers on Multicloud CX capabilities and features. 
•	Work with Customers/Partners delivering Roadmap sessions
•	Work closely with Customer Success and Technical Account Managers to deliver Business Unit updates to customers/partners in Quarterly Business Reviews (QBR’s)
•	Assist Partners in defining CX Strategy and build portfolio for Cloud services, Automation, Omni-channel optimization, Customer Journey mapping and Workforce Management 
•	Closely integrated with Product Marketing and Strategic Alliances to develop GTM, product differentiation, cloud first, etc messaging
•	Primary focus in Cloud Operations, CCaaS/Software as a Service (SaaS), Open Platform (API’s, Web Services) and Self-Service
•	Driving 3rd party partner integrations and onboarding for integrations with Multicloud CX
•	Delivered Genesys Inspire webinar for Multicloud CX
•	Driving API Strategy, API documentation and developer forum best practices internally
•	Working with customers/partners on integrations using API’s, webhooks, Web Services, etc. 
•	Familiarity with Microsoft Azure, Amazon AWS and Google Cloud Platform
•	Working with Kubernetes and Cloud Native technologies
•	Support Customer and Partner Enablement
•	Involved in Product Management Quarterly Roadmap planning
•	Support Customers/Partners in premise to cloud migration planning
•	Developed and Delivered a Business Unit Monthly update to internal teams (SC’s, AE’s, TAM’s, Commercial Ops, etc)
•	Member of Multicloud CX Engineering Women group
•	Member of Genesys Multicloud CX Engineering Days planning committee
•	Supporting Product Management and Commercial Ops in commercialization and readiness for sale of new features/products

Principal Technical Solutions Engineer, Genesys Engage

NTT Ltd.

GTM Practice Manager CX

Technical Services Manager

Dimension Data

-Work closely with the sales team to participate in and proactively drive the presales process with clients. This may include conducting meetings, writing proposals and delivering presentations.
-Create strategies and plans that define how existing and emerging technology should be utilised to
support an organization’s overall business strategy.
-Facilitate and lead client workshops with Executive level participants.
-Use your excellent client engagement skills to ensure the identification and analysis of client problems and opportunities for improvement.
-Provide the end to end solution set to enable the client’s business transformation.
-Take responsibility for the visionary integration of the solution by orchestrating the internal coordination of the solution implementation.
-Attend technical conferences to ensure that they remain abreast of developments in their area of expertise and related disciplines.
-Continuously search for opportunities to innovate solutions for the client thereby improving client’s business and ensuring business development for Dimension Data.

Principal Consultant

•	Work in Customer Interactions Solutions (CIS) Team with highly intelligent co-workers. 
•	Provide mentoring to Junior Consultants.
•	Work directly with Call Center Customers to gather Business requirements for existing or new Cisco Unified Contact Center Enterprise and Express Installations.
•	Document Call Center Customer Business Requirements, program and test requirements.
•	Act as the face of Dimension Data to the Call Center Customer while onsite and remotely.
•	Experience with basic java code input into Cisco VXML Studio.
•	Work with team members and Management to make CIS a better organization. 
•	Provide Time and Management consulting for existing Customers with Cisco UCCE Scripting, CVP Configuration, Installation, ICM, UCCX and IP-IVR.

Services Team Lead

Sprint

Call Center Engineer

Over 18 years of experience in Contact Center technologies and business, specializing in Cisco Customer Collaboration products, specifically Unified CVP design and development integrated with Unified Communication Contact Center Enterprise.

Specialties:
CVP, UCCE, UICM, IP-IVR, UCCX, Outbound Dialer (SCCP and SIP), CIM (EIM/WIM)

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