Alex Marsh Email & Phone Number

Brisbane City, Qld, Au

Brisbane City, Qld, Au

Brisbane, Queensland, Australia

In my current role, I primarily manage Tier 1 and Tier 2 enterprise, as well as federal and state government portfolios. I work closely with Sales, Account Executives, Customer Delivery Executives and Vendor Product teams to drive professional services for both custom solution architectures and cloud products involving complex integrations. Additionally, I provide long-term consultancy to enhance confidence, build trust, and develop clear, fit-for-purpose technology roadmaps.My specialties… Show more In my current role, I primarily manage Tier 1 and Tier 2 enterprise, as well as federal and state government portfolios. I work closely with Sales, Account Executives, Customer Delivery Executives and Vendor Product teams to drive professional services for both custom solution architectures and cloud products involving complex integrations. Additionally, I provide long-term consultancy to enhance confidence, build trust, and develop clear, fit-for-purpose technology roadmaps.My specialties include IVR design utilising the latest bot and AI features, best practices. Interaction routing voice & digital.My day-to-day tasks include scoping, consulting, delivery and fostering customer success through proactive technical account management activities.Career Highlights• Technical lead of the 2022 Federal Election Contact Centre Project and 2023 voice referendum.• Built and designed numerous IVR applications for Medicare, Centrelink and DVA. These applications are widely used by the majority of the Australian population on an annual basis.• Integration of Cyara technology with Genesys to provide large scale proactive monitoring of infrastructure.• Built and designed Web Messenger solution for a state government account with integration for Apple Messenger for Business and Google Business Messenger.• Built and designed one of the first Genesys cloud voice bot solutions in Australia. Show less

Brisbane, Australia

My previous role focused on level 3 assurance of a tier 1 25k seat federal government managed service contact centre.• Managed multiple infrastructure upgrade projects, ensuring minimal disruption to business functions.• Go to resource for high severity incidents.• Strong skillset in managing IVR, Cyara, SMS gateway, inbound & outbound routing solutions.Genesys version 8Genesys IWSGenesys CC pulseNuance IVRNuance Voice BioCisco Call Manager… Show more My previous role focused on level 3 assurance of a tier 1 25k seat federal government managed service contact centre.• Managed multiple infrastructure upgrade projects, ensuring minimal disruption to business functions.• Go to resource for high severity incidents.• Strong skillset in managing IVR, Cyara, SMS gateway, inbound & outbound routing solutions.Genesys version 8Genesys IWSGenesys CC pulseNuance IVRNuance Voice BioCisco Call Manager 8.6Verint Impact 360 Version 11Interactive insights Show less

Role focused on providing managed services for Suncorp's video conferencing network, utilising mainly Cisco products.Polycom RMX 4000 & 2000Polycom Resource ManagerPolycom CMAPolycom DMAPolycom RSSPolycom HDXCodian MSE 8000Codian MCU (8510, 8420)Tandberg VCS ControlTandberg VCS ExpresswayCodian ISDN GatewayCisco TelePresence Content ServerCisco Telepresence Management Suite (TMS)Cisco Telepresence Management Suite Exchange… Show more Role focused on providing managed services for Suncorp's video conferencing network, utilising mainly Cisco products.Polycom RMX 4000 & 2000Polycom Resource ManagerPolycom CMAPolycom DMAPolycom RSSPolycom HDXCodian MSE 8000Codian MCU (8510, 8420)Tandberg VCS ControlTandberg VCS ExpresswayCodian ISDN GatewayCisco TelePresence Content ServerCisco Telepresence Management Suite (TMS)Cisco Telepresence Management Suite Exchange Extensions (TMSXE)Tandberg MXP EndpointsCisco C-Series End PointsCisco EX-Series End PointsCisco SX-Series End points Show less

2nd level Servicedesk support for Dovista and its sister companies. Citrix, SIP telephony (Polycom), Active directory, Norton’s backup exec, Microsoft Office, Lotus Notes, SCCM, remote access (sms passcode), Norton Ghost, Solarwinds Orion, (checkpoint VPN / Citrix netscaler) and Tandberg video endpoints and restores.