Anthony Pennisi Email & Phone Number

Westlake, Texas, Us

* Map business processes on a global scale, identifying opportunities for efficiency, consolidation and/or automation through process re-engineering. * Develop, propose and implement new services strategies for global telecommunications and contact center infrastructure that effectively leverage the entire service delivery supply chain, transitioning and optimizing service delivery tasks where appropriate. * Develop global telecom and contact center strategy to augment/support existing telecom related business activities driving cost optimization and efficiency. * Develop sustainable governance and operational processes in support of global telephony contractor and vendor management * Build both customer and vendor relationships in the direction and services to align with Solera's global business needs * Identify automation opportunities to streamline expense management and exceptions. * Develop sustainable operational processes to manage and optimize provisioning, billing and cost recovery * Collaborate with contact center business leaders to define the telephony and contact center roadmap in order to support business goals, drive value through the vendor ecosystem, and minimize exposure to potential risks. * Manage the corporate global telecommunications environment (premise and cloud based) and work with service providers by organizing, analyzing and determining operational requirements * Collaborate with vendors to implement or improve business processes and participate in the quarterly performance review meetings. * Lead and create telecommunications strategic, tactical and operational plans, lead, perform and where possible automate, complex research and data gathering analysis, develop and manage project plans and perform financial analysis. * Lead the Global Telecom/Contact Center Engineering team in order to provide technical and analytical support for medium to large projects, as well as day to day operations.

• Project Management,design, planning, implementation and support of Avaya telecommunications environments in greater than 5000 endpoints and multi-location organizations.• Design, planning,implementation/Project Management and support of Avaya/NICE call center applications.• Development of telecommunications roadmaps in the Avaya space.• End to End Project Management /Project Lead for all telecommunications/contact center infrastructure projects and migration projectss• SIP service trunking migration install, configuration and management.• High aptitude for interpreting and using technical documentation, and authoring or updating technical documents and procedures using Word, Excel, Visio, and Wiki.• Organizing and reviewing the work of other technical IT staff. Team lead/Project Lead.• Training and mentoring junior personnel.• Expert in Vendor Management-Building and maintaining Vendor and Business Partner relationships.• Expert in Change Management processes and development/implementation of lab and production environment run books, test plans, and UAT execution.• Assist the Direst of Business Continuity/Disaster Recovery in the planning, implementation and testing of Business Continuity of the telecommunications infrastructure. • Strong written and verbal communication skills. Able to communicate technical concepts clearly with technical and non-technical staff and managers.• Self-starter, with strong organizational and task management skills.• Demonstrated ability to be productive in remote work situations.

New York, Ny, Us

* Designed, Project Managed, and implemented voice systems into the current Avaya voice contact center infrastructure for domestic and Latin America MetLife offices.* Structured Proof of Concept projects including the testing of headsets, phones, and polycoms. * Made recommendations to implement new telephony hardware in the production environment.* Project Manager/Project Lead in the implementation of various voice infrastructure projects from end to end. * Collaborated with Avaya business partners in the voice infrastructure design and implementation RFP process, including negotiating pricing and reviewing/approving the Vendor SOW.* Gathered and reviewed data and cost analysis in order to make recommendations to upper management with regards to approval of voice infrastructure projects.* Collaborated with Circuit Vendors to ensure delivery, implementation and testing of voice circuits.* Collaborated with business units and Call Center teams on the telephony configuration for projects including telephone template configuration, data gathering, complex call flows, and Call Center design. * Responsible for the development of documentation for all voice systems, adjuncts, call center designs, troubleshooting and resolution documents, BC/DR documentation, and service provider circuit documentation. *Collaborated with the Voice and Network Operations teams in the troubleshooting and resolution of Avaya hardware/software incidents, including documenting resolutions and reporting to management.* Project Lead/Manager for the voice engineering team on all CRE (Corporate Real Estate) projects from end to end including initial budget proposals and PRFs to vendor presentations and bid analysis, acceptance and recommendations.* Responsible for vendor management, building and maintaining all telecommunications vendor/business partner/circuit carrier relationships including negotiating pricing for hardware and services.

New York, Us

• Designed and implemented voice systems into the current voice infrastructure •Project Manager/ Lead for projects team in the implementation of various voice infrastructure projects • Collaborated with various Avaya business partners in the voice infrastructure design and implementation, including negotiating pricing and reviewing the project statement of work. • Analyzed and made recommendations to upper management with regards to infrastructure projects. • Worked with Circuit Vendors to ensure delivery, implementation and testing of voice circuits and the porting of DID numbers. • Worked with customers on the telephony configuration for projects including telephone template configuration, data gathering, complex call flows, and Call Center design. • Responsible for the development of documentation for all voice systems, adjuncts, call center designs, troubleshooting and resolution documents, BC/DR documentation, and service provider circuit documentation. • Supervised team members on the MAC process and the assurance that SLAs are met for Help Desk tickets and change requests. • Supervised staff of 3 team members responsible for the ACD development and implementation of Call Center projects. • Supervised staff of 3 team members in the maintenance of all Avaya adjuncts including VPI and NICE call recording, Avaya Desktop Wallboard, CMS, ECAS, Avaya Meet Me Conferencing, and Avaya IVR. • Coordinated staff meetings with Telecom Manager and reviewed agenda. Led team on project updates and staffing concerns. • Provided the telecom team staff schedules and coordinated staffing for after hours and holiday coverage. • Served as team leader for department in IT problem management meetings. • Worked with DR/BC department with regards to developing a BC/DR plan for the voice infrastructure, including coordinating and implementing BC/DR testing and documentation.

Morristown, New Jersey, Us

*Designed and implemented Voice Systems including Complex Call Center configurations.*Interface with the customers in the pre sale design, voice infrastructure development, and implementation of voice systems.* Worked with Avaya Software Specialist and Design Engineer in the configuration of the voice infrastructure for various projects. • Interfaced with the service provider in the implementation and testing of voice circuits. • Led project team in the training of new technology, and implement training classes for other team members.