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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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