Austin Brown Email & Phone Number

Scottsdale, Arizona, US

I assist in the sales process by providing detailed consultation on customer requirements, customer needs, and, most importantly, how Nextiva’s platform can improve business outcomes. I work hand in hand with the sales teams, partners, prospects, and customers to ensure that all team members are aware of the design requirements. As an SC, I am the.

Fishers, Indiana, US

• CCAAS, UCAAS, Sales Engineer, Pre-sales, Contact Center
• Increased sales closure rates from 5% to 30% by implementing a consultative-selling approach focused on customer objectives and needs analysis in collaboration with my AE.
• Reduced the sales cycle by several weeks due to implementing standardized tools for Sales Engineers regarding, Proofs of Value, Product Demonstrations, and Discovery Questionnaires.
• Instrumental in creating and producing Quality Management (QM) features, transitioning a major potential customer into a loyal client.

Menlo Park, CA, US

• Led pre-sales activities for $8.8B insurance organization across multiple sites and 3,900 seat licenses to solution a complex offering of ACD, IVR, WEM, and Analytics: Contract value for Genesys at $3M annually.
• Collaborated with Genesys Partners to integrate to Symitar by Jack Henry and Fiserv for self-serve voice and chatbot experiences.
• Successfully initiated a Proof-of-Concept-like experience utilizing natural language processing AI and Genesys Cloud CX to be used as a standard for future prospects.

Hoboken, New Jersey, US

• Successfully implemented new contact center for Electronic Arts in 3 days during Christmas emergency (usually a 30 – 60 day process) including IVR, ACD, WFM and Analytics. Served as single source for all pre-sales and.
• Lead Engineer to kickstart a Consulting Program for current clients through analyzing their current setup on CXone, offering Consulting, Best Practices, and Industry Standards.
• Executed all pre-sales activities to close-win Comcast account; instituted survey options to customers with an increase in Net Promoter Score (NPS), producing $1M in annual recurring revenue and an invitation to the.
• Partnered with Omilia to target Insurance and Financial verticals to develop standardized demonstration of fraud authentication on CXone platform
• Created Statement of Work and other technical documents used today by Solution Engineering team to create efficiencies
• Conducted over 100 customer onsite deployments of the CXone platform, leading to expert knowledge of the platform

Hoboken, New Jersey, US

• Led all operations for start-up of company. Gained experience in Sales, Customer Service, HIPAA, employee management, policy creation, and customer service. Notable accomplishments were to achieve HIPAA certification.

Smyrna, Tennessee, US

Part of team to implement eWFM for the 150 agent contact center and consequently generating an additional $100K annually using RTA from the tool.Responsible for running call center operations including WFM, team building, hiring, coaching, agent improvement, meeting service level agreements, reporting, driving business metrics, proactively improving client.

Lake Forest, Illinois, US

Managed the American Express card holder retention program. Oversaw 6 supervisors and 150 call center agents. Was responsible for forecasting sales revenue and meeting those goals. Trained and mentored the supervisors to be leaders on their teams and drive performance from the team members.Facilitated successful multi-variable testing with partner.