Keith Potter Email & Phone Number

Dallas, Texas, Us

As Director of Workspace Engineering, I will oversee design and delivery of software solutions that prioritize end-user satisfaction and CX Experiences. I champion continuous improvement and innovation to advance Information Services and enhance patient care.Key Responsibilities:-Lead the Development and Execution of End-User Experience Strategy: Align strategies with organizational goals and industry trends.-Assess and Analyze Technology Models: Collaborate on solutions for contact centers, virtual desktops, desktop imaging, and engineering.-Utilize Data and Research: Evaluate technology performance, identify patterns, and recommend data-driven strategies to enhance processes.-Architect and Support Environments: In-depth experience with Genesys Cloud, Cisco, Microsoft 365, and Citrix.-Collaborate with Cross-Functional Teams: Work with clinical, finance, operations, legal, and digital teams to implement innovative solutions and drive efficiencies.-Design and Implement Future-State Technology Experience: Lead the creation of an end-to-end employee technology experience.-Define Objectives and Outcome Metrics: Establish success metrics and ensure value creation.-Support Journey Work Across Service Lines: Lead and support initiatives across multiple operational services.-Develop and Implement Measures and Scorecards: Drive actions, insights, and initiatives to enhance the customer journey.

Waltham, Ma, Us

As the CX Director of Solutions, I lead and manage a team responsible for providing responsive pre-sales support. This involves developing and maintaining reusable demo assets, prioritizing them based on field sales demand, and supporting the Go-To-Market strategy.I ensure that the Solutions Architects team offers strategic and technical support for sales personnel, overseeing the creation of quotes, Statements of Work (SOWs), and other pre-sales documents. Accountability to high standards of excellence is a key focus, including identifying resource needs for future scale and capacity planning. I serve as the point of escalation for pre-sales issue resolution, maintaining consistent and efficient support.In addition to my role as Director, I lead a team of solution consultants, ensuring they stay updated on industry trends and best practices. I review market research to identify opportunities for innovation and differentiation, developing a comprehensive solution portfolio aligned with market demands. Working closely with the sales team, I create new opportunities through effective solution positioning, sales enablement, and customer engagement, providing thought leadership and industry expertise.Key skills encompass Solutions Consulting, Manufacturer and Vendor Relationship Management, Sales Leadership, and Solution Selling.

Plano, Tx, Us

Leading Product Development and Customer Engineering, Contact Center Deployment/Installation, Product Support, Managed Services, and Advanced Engineering – and a global services-driven organization in US, UK, and India for contact center and self-service/IVR professional services and new product development for a well-established, fast growing Cisco “partner’s partner.” Manage deliver services for direct customers typically engaged in long-term contracts. Driving new business opportunities and expanding the Speech-Soft partner and Cisco relationships. Engage senior leaders to drive service and technology investment decisions at the enterprise level.Build Manage Service Offering support large scale Cisco Unified and Package Contact Center Enterprise Solutions. Manage MS Team and work with executives to meet partner demands.

Design, Solution, Implement large scale Unified Communication solutions for Enterprise Customers. Current client consists of UCCE 4k, SME, 6 UCM Clusters each with CER and IM & Presence, 2 CUC Clusters, multiple Expressway E&C’s clusters to support MRA/Collab Edge and Video Endpoint registration, 2k CWMS for conferencing, SIP integration with Nortel CS1k’s, CS2100, and multiple Avaya Communications Managers Environments. Design Enterprise Dialplan solution leveraging Cisco GDPR minimizing cross platform loops, extension advertisements, and Toll Fraud Management. Enterprise Collaboration solution supports 65k endpoints growing at 7-9% annually, 125+ video endpoints, multiple ASR redundant inbound PSTN connections from multiple carriers. Create Intra-Domain Federation between O365 and Skype for Business (S4B) for seamless IM & Presence functionality cross-platform. Tier 2 support for 100+ seat eGain email/chat UCCE Solution. Tier 2/3 PCCE 2k support Lead for upgrades, projects, MACD and maintenance activities. Actively writing PCCE Scripting, CVP Call Studio/VXML Applications, supporting Database integration ie SQL, ODBC, Oracle. Key Achievements:-Execute and complete successful UCCE 4k upgrade in 24x7 HealthCare Environment from UCCE v10.5 to V11.6.1.- Design, Install, provision ECE for 150 agents, 5 departments-Work closely with 3rd party vendors upgrading Calabrio v9.5 and eGain 15.5.3-Upgrade UCM solution supporting UCCE from v11.5 to 12.5-Identify compatibility constraints and upgrade Enterprise UCM multi-cluster 24x7 environment 11.x to 11.5.3- Design, build Centralized IM&P Environment, develop migration plan to migrate users.

Dallas, Texas, Us

Manage 26 IT Voice Professionals supporting multi-vendor Collaboration environment. Oversee daily and monthly operations & Engineering support for 62k endpoints. Multi-Vendor environment consisting of Cisco & Avaya Red/Blue solutions including, Cisco SME & UCM Leafs, CUC, UCCX, UCCE, CWMS, CER, Avaya SM/CM, Aura, Spok, Expressway E & C, Creston, etc..Engineer scalable Enterprise Voice, Video, and Collaborative solutions supported by detailed telephony call flow documents, including converged networks / VoIP and PBX diagrams, Craft alternative solutions for voice and data systems, and design telephony architecture to support multiple locations with geographical diverse data centers. Create and present business proposals, assist with disaster recovery and business continuity plans, implement cutting-edge voice and data solutions for Baylor Scott & White along with alternate call flows within existing PBX and IPT systems. Establish and maintain relationships with key vendors supporting both Cisco/Avaya.Key Achievements:• Execute & Support migration activities for moving to Avaya Red/Blue to Cisco UCM• Identify technical obstacles early and work closely with teams to find creative solutions• Support adoption and strategic use of collaboration tools• Provide 3rd level support of software solution as needed• Develop team building exercises to enhance employee skillset• Architect/Implement a global Cisco Call Manager solutions for HealthCare Industry.• Developed programs, policies, and procedures, along with proactive maintenance schedules.• Engineered IPT/PBX expansion supporting multiple hospitals and clinics• Design in-house lab environment to increase knowledge and implementation contingencies.• Upgrade/Implement Cisco Call Manager 9.x environment to Cisco Unified Communications Manager 11.5 Solution includes Unity Connections, Unified Contact Center Enterprise, Unified Call Center Express, and Cisco Emergency Responder.

Dallas, Tx, Us

Design, Implement Large Scale UC Solution for Clients. Current UC implementation consist of 1 Cisco SME Cluster, 5 UCM Leaf Clusters, 5 IMP Clusters (Intra-Domain Fed w/Lync and SIP Fed w/O365), 5 CER Cluster, 2 CUC Clusters (Digitally Networked), 2000 port CWMS HA, 4k UCCE Environment with dedicate UCM Cluster. UC Environment configured to support 50k+ users integrates with current Nortel/Avaya PBX environment, supporting advanced dialplan functionality which integrates seamlessly with existing environment. Maintain VCE/VCS/MRA Collab Edge, ASR Cube clusters, multiple SCCP VG350's, as was internal B2B Cube solutions.Support customer daily technical request, schedule/execute/support upgrades to all installed UC Platforms, Engineer solutions for adhoc request, and provide training to other onsite technical staff.

Paris, France, Fr

Manage 9 IT Voice Professionals in multi-country, multi-client environment. Oversee daily and monthly operations supporting 10k users. Clients environments consist of multiple solutions including MeetingPlace, Cisco UCM, Unity, Unity Connections, IPCC, UCCX, UCCE and IP IVR. Engineer scalable IPT/Call Center outsourcing solutions supported by detailed telephony call flow documents, including converged networks / VoIP and PBX diagrams, Codec requirements, and Cisco switch / router preferences. Craft alternative solutions for voice and data systems, and design telephony architecture to support multiple locations. Create and present business proposals, assist with disaster recovery and business continuity plans, implement cutting-edge voice and data solutions for a broad range of US and International customers, and alternate call flows within existing PBX and IPT systems. Establish and maintain relationships with key vendors.Key Achievements:• Architect/Implement a global Cisco Call Manager solution for a US based company.• Developed programs, policies, and procedures, along with proactive maintenance schedules.• Engineered IPT/PBX expansion to support clients, and maintained dial plan diversity to bolster failover capabilities.• Design in-house lab environment to increase knowledge and implementation contingencies.• Upgrade/Implement Cisco Call Manager 4.x environment to Cisco Unified Communications Manager 8.x. Solution includes Unity Connections, Unified Call Center Express, and Cisco Emergency Responder.

Columbus, Ohio, Us

Engineer scalable call center outsourcing solutions supported by detailed telephony call flow documents, including converged networks / VoIP and PBX diagrams, Codec requirements, and Cisco switch / router preferences. Craft alternative solutions for voice and data systems, and design telephony architecture to support 500 remote agents. Manage Witness and IEX support teams; create and present business proposals, disaster recovery and business continuity plans, IPT implementations, and alternate call flows within existing PBX and IPT systems. Establish and maintain relationships with vendors, and manage $2.2M budget.Key Achievements:• Stabilized recording platforms, achieving a minimum system uptime of at least 98%.• Developed programs, policies, and procedures, along with proactive maintenance schedules, that helped slash operating costs 10%.• Engineered PBX expansion to support outsourcers, and maintained dial plan diversity to bolster failover capabilities.• Architected in-house Audio/Web Conference solution to reduce annual operating costs by $300k.

Maryland Heights, Missouri, Us

Spearheaded projects to implement cutting-edge voice and data solutions for a broad range of Federal and enterprise customers. Adeptly handled project planning, development, and execution; interfaced with clients to define needs, present solutions, communicate implementation schedules, and coordinate installations. Provided post-installation support to ensure systems were fully operational and functioning. Key Achievements:• Utilized SIP, H323, and MGCP protocols to support VoIP implementations at sites in seven U.S. states and Canada.• Seamlessly integrated Cisco AVVID platforms with Nortel / Avaya PBXs, including Unity Voicemail, Unity Express modules, and Avaya G3r, with installation of up to 400 IP sets.

Irving, Tx, Us

Managed team of Engineers to provide support for 200 Nortel PBX's, three Avaya S8700 PBXs, three Cisco Call Manager Clusters, and one IPC Trading System, completing projects consisting of 600-2500 trunks while maintaining system uptime above 99%. Chaired leadership meetings, managed vendor relationships, and developed strategic architecture for voice and data systems; implemented VoIP networks and integrated diverse PBXs.Key Achievements:• Reduced operating expenses by implementing a converged network between call centers and enterprise, saving company $500k. • Designed routing and call flows for Symposium Call Center Application, including alternate routing strategies, redundant systems, voice network configurations, PSTN requirements, and AT&T Meg8 requirements.• Created and managed Enterprise Dial Plan covering 150 sites and including local, metro, long distance, and interoffice capabilities; accessible design ensured configuration was manageable by non-certified personnel.• Designed infrastructure to support 300-seat call center and 300-seat, non-call center group.

Held dual roles as Project Manager and Lead Field Engineer, managing teams and client interactions, and headlining a wide variety of system installation and maintenance projects to support Nortel PBX's, Key Systems, Nice Recording Solutions, Symposium Systems, Meridian Mail, Call Pilot, OTM, Mat and IPC Trading Systems.Key Achievements:• Led group of 16 Field Engineers supporting numerous high-priority clients including the Chicago Board of Trade and Mercantile Exchange.• Installed Nortel Opt 61c which included 500 sets and Call Pilot Voice Messaging System, 100 PSTN trunks, and 300 tie lines between IPC, interfacing Nortel PBX with existing corporate offices• Designed innovative trade floor solution for 300-seat position; enhancements included FTS speaker modules, dual Handsets, and access to CNN feeds.• Reduced customer costs by modifying configurations to allow high-density station counts.• Worked closely with carriers and customers to properly configure PSTN connectivity.