Bill R. Email & Phone Number

United States

Lake Forest, Il, Us

Responsible for understanding and providing alternative solutions to business problems related to contact center technologies. I collaborate with the business unit leaders, the executive leadership and the user community to influence both application and product design while overseeing and leading the execution of work by internal and vendor 3rd party teams. I work across the entire organization to support business goals, IT priorities and contact center technology.

Irvine, California, Us

Working in partnership with multiple IT Teams, migrated all users and our contact centers to a Cloud based telephony solution leveraging WebRTC softphones supplemented by a Google Chrome embedded framework to integrate with MS Dynamics CRM for Contact Center Agents while managing a dozen outbound campaigns dialing ~1.25mm calls daily at 100 CPS within 2 seconds of receiving the opportunity. Created and implemented a BYOC solution to Genesys cloud that will save the company ~$1.2 mm annually via carrier consolidation, implemented Stir-Shaken number reputation management with a single business partner used to replace three existing vendors while cutting cost by 45% in the process. I'm currently implementing a Branded Call Display solution for outbound dials that stands to increase the answer rate by ~20%.

Irvine, California, Us

Dublin 2, Ie

Lead IVR Architect on the integration of two telephony platforms for Eversource, an East Coast Energy Company following a major acquisition. The IVR element was a talent gap that Accenture brought me in to fill and the results were a seamless system the client was delighted with.

Fredericksburg, Virginia, Us

Government / Military issued "VTC-related" RFP review expert for KeenLogic.

Principal Architect and Technology subject matter expert responsible for Architecture and Engineering oversight of Contact Center deployments, design specifications and implementation of Microsoft's global Genesys Cloud Contact Center. This platform supported ~200,000 ACD Agents and my role was to represent Microsoft's interests as a member of the AT&T team servicing the Microsoft account at both the network and telecommunications layers.

Design, implement and support mixedmedia, bi-lingual, contact center featuring a SIP trunk fed IVR headend to an i3 UC VoIP platform. Manage bi-directional interactions such as softphone, chat, email, callbacks and video-based ACD calls as examples of the differing media types we are leveraging to communicate with members in ways they want to communicate in.

Worked with both Academic and Medical Center user communities as the Project Manager and contact for Voice/UC to business stakeholders. I ensured quality control in the projects I led or participated in to the further deployment of VoIP and Unified Communications features and applications. I converted the entire campus and medical center at UChicago to Unified Communications in a Mitel to Cisco CUCM deployment. Responsibilities included developing project plans, managing budgets and working in concert with other IT colleagues on services consumed at various new locations or existing campus properties. I acted as a professional source of advice and assistance on managing UC projects on the historic University of Chicago campus in Hyde Park with a very talented group of IT professionals!

Applying my expertise in the areas of Data, Voice, Video, Contact Center, UC, IVR / Dialer and related applications as an Independent Consultant.

Lead network architect participating in the development, specification and communication of CNA's technology architecture plan for voice, data and video. Accomplishments include project management and deployment of of immersive Telepresence (TX9000), upgrading the videoconferencing core infrastructure to provide redundancy helping craft a future-state strategy for consideration respective to adopting private cloud based IP communications.

Unified Communications architect with specific focus on immersive telepresence design, solution implementation and ongoing support. Specialist in Polycom videoconferencing as a SE at PLA in Chicago, IL.

Burlington, Ma, Us

As one of the voice domain architects, I helped develop strategic vision for solutions in the voice, contact center, IVR and telecommunications space for Nuance Communications Inc. Focus was on IVRaaS and I also helped negotiate telecommunications carrier contract in Latin America for an important sales opportunity.

Deerfield, Il, Us

Head of a team of ~30 Platform and Application Development Engineers for Walgreen Co with a focus on enterprise fax server and speech enabled interactive voice response technology spanning over 7,000 store-based telecom & IVR systems. I was also responsible for the centralized IVR serving FL and AZ which was the next-gen platform. I implemented IVR "self-service" reporting and Dashboards, introduced and implemented an IVR 24x365 testing solution which maximized uptime and I crafted a cloud-based IVR solution for web ordering / store pickup which has been very successful.

Alphen Aan Den Rijn, Nl

Manager of IP Voice Engineering of a Cisco CUCM VoIP environment as well as various telecommunications systems at locations outside IL. I also implemented an International Videoconferencing Directory which had not been in place and helped get full WAN connectivity between different locations that had previously been on isolated WAN segments. I was able to greatly reduce the cost of existing videoconferencing support agreements and I also implemented enterprise-grade videoconferencing for an employee who had a speaking & hearing disability enabling this user to collaborate effectively via a desktop based video endpoint using background I had from having done this for a previous employer. Positioned WK and CCH for adoption of a very progressive investment in acontact center platform made by Interaction Intelligence because it represented more features and hald the cost.

Zurich, Ch

Global videoconferencing strategist for both boardroom and desktop implementations. I introduced a 6-site international "immersive videoconferencing" platform for senior leadership which was done on time and under budget. I managed infrastructure upgrades, helped negotiate contracts (immersive video implementation), enhanced business partner relationships and was active in getting new features introduced to over 7,000 desktop video users and ~300 video-enabled Boardrooms across the globe.

Chicago, Il, Us

Manager of telecommunications infrastructure for areas including voice, switched data, video, IVR's, speech recognition, call loggers and contact centers. I was an early adopter of VoIP, integrated voice with skills-based routing capabilities and crafted very cost effective partnerships with telecom carriers, voice vendors and local and national contractors. My team helped create the voice DR/BCP Plan, updated legacy systems to deal with the dawn of Y2K and provided innovative disaster recovery voice services for East coast based properties as a contingency during hurricane season.

Munich, De

Software developer and applications integrator for large enterprise switching systems, networks and state-of-the-art contact centers. My idea for a formal Service Catalog that outlined our telecommunications product offerings that I linked to an awards incentive for field engineers led to revenue associated with our Moves, Adds and Changes department revenue increasing by over $1.5 mm annually.

Armonk, New York, Ny, Us

Manager of Field Service Engineers for International Business Machines in Chicago, IL. Winner of IBM Circle of Excellence as well as Chairmans Award from CEO John Akers for cost savings I introduced.

Santa Clara, California, Us

Senior Engineer installing enterprise Computerized Branch Exchanges (CBX's) for the National Accounts division. ROLM was literally the catalyst for silicon valley and all that followed. This company took the telecommunications market by storm with the most progressive solution on the market that could run simultaneous voice and data over a single twisted pair of wires and no PBX on the market was anywhere close in features and sophistication. ROLMLink technology was far ahead of its time and I was the senior telephone system installer for the who's who of the Fortune 500 firms based in Illinois.

Farmington, Ct, Us

Managed national fleet of company vehicles and a 10m warehouse of Telecommunications equipment.

Reston, Virginia, Us

Dispatching deliveries of high-end telecommunications eqpt. Handled all ordering, stocking and inventory audits w/ PWC auditors.

Ba Student, International Business

Project Management Bootcamp, Project Management

Certificate Program, Agile & Scrum Training

Rmx, Rmx Video Bridge Training

4.0, Ccna Bootcamp

Cve, Videoconferencing

Technical, Data Networking Lan / Wan

Technical, Telecommunications

Business Analyst Formal Training Course, Ba

Certificate Of Completion, Project Management Institute Methodology

Associate'S Degree, Business Administration And Management, General