Bill Devlin Email & Phone Number

Pleasanton, California, United States

Veeva Systems is a renowned cloud computing company specializing in industry-specific solutions for life sciences and pharmaceutical organizations. Veeva's cloud-based platform offers integrated software products, including Customer Relationship Management (CRM), Regulatory Information Management, Clinical Data Management, and more. These tools are tailored to the unique needs of life sciences companies, supporting critical functions like sales and marketing, research and development, and regulatory compliance. Veeva recruited me to build a new case management product suite focused on industry-specific customer engagement use cases. I am responsible for defining the vision and coordinating the development and delivery of a purpose-built case management solution to the market.

Vondjan, Croatia

Infobip is an omnichannel customer experience company offering SaaS and PaaS products that touch 97% of the mobile devices on the planet. Infobip's PaaS has more worldwide reach than Twilio. The organization hired me to bring 15 years of customer experience success to the Conversations (Contact Center as a Service) platform.I was responsible for leading the product vision, strategy, and roadmap execution for the critical and underpinning products upon which Conversations SaaS applications were built. I focused on establishing and maturing APIs while balancing the priorities and needs of technical requirements and technology improvements against feature development. We leveraged a best-of-breed approach harnessing the Amazon Web Services, Microsoft Azure, proprietary applications, open source, and private data centers to ensure product teams could deliver value. The platform powered a complex suite of products, including Workforce Engagement Management, Voice, Video, Voice bots, APIs, Digital (chat, messaging, and social media), Compliance, Provisioning, Analytics, and the Agent/Supervisory experience. I collaborated with large geographically and culturally diverse teams across Europe, Russia, North America, and Latin America to prioritize and orchestrate product and engineering efforts. Seamless user experiences are central to complex software applications. I partnered with the design and engineering teams to involve them early and often in customer activities, resulting in reduced time to delivery and higher quality products. I applied many lessons learned from over a decade of building cloud products to help engineering teams identify areas for improvement. We addressed significant reliability and quality issues in the voice and video platform. In addition, we enabled feature teams to add many innovative features and improved the overall performance and scalability of the analytics and core platform components.

Raleigh-Durham-Chapel Hill Area

Webex is Cisco's voice, video, and collaboration platform. Cisco hired me to apply my expertise to productize, modernize and optimize the Webex platform and infrastructure to restore profitability. Webex experienced a massive and unparalleled growth trajectory during the COVID-19 pandemic. With millions of students and workers using the platform daily, managing stability and cost was challenging. I focused on identifying and improving product and engineering processes related to specifying and prioritizing work with modern agile methodologies. In addition, I strove to implement embedded quality assurance and site reliability engineering practices.Webex deploys across public (Microsoft Azure, Amazon Web Services, and Google Cloud Platform) and private cloud instances. I developed a cost-per-minute model to analyze the benefits and tradeoffs of a widely disparate network, recording storage, shape (machine), and data storage components across the architecture. We used experimentation to analyze and identify targets for improvements, which resulted in significant cost savings.A significant challenge for large and geographically dispersed organizations is ensuring technology initiatives coexist with feature development. I led the productization of the platform and infrastructure engineering teams' efforts in parallel with Webex customer-facing initiatives. Once we established our framework and strategy, it became a function of evangelizing and building trust across all business units. We hit our OKRs and ensured Webex would maintain its status as a best-in-class collaboration platform.

Prague, Czechia / Nashville, Tn

elevēo is a Workforce Engagement Management company helping improve every aspect of the customer journey -- people, processes, and systems. I was hired as the VP of Product and promoted to Chief Technology Officer within six months. I was responsible for the end-to-end delivery and execution of the product, design, marketing, and engineering functions. My directive was to transform the business model, operations, and product from a historically on-premise, perpetual license model to modern cloud architectures with a SaaS subscription model. My leadership resulted in the annual inclusion of elevēo in the Gartner Magic Quadrant for WEM alongside significantly larger competitors Nice, Verint, and Genesys.I lead the development industry-first cloud-agnostic application suite powered by modern engineering and architecture principles. This innovation allowed us to deliver high-quality features faster. We leveraged modern technologies to drive robust Workforce Optimization, Workforce Engagement Management, Survey, Omnichannel, Compliance, Voice and Video Recording, and Analytics solutions.Under my leadership, we transformed the product and engineering group. I organized product and engineering around the mindset of hitting key performance indicators. We embedded quality assurance practices into development teams. Product design did not exist. I brought user design and experience to the forefront resulting in a complete redesign of all user experiences eliminating almost all reported experience detractors.Positive customer experiences are essential to growing and sustaining profits. A hallmark of our innovative culture was reaching our atmospheric 90 Net Promoter Score. How the customer felt after every encounter with the business, from sales and marketing to the product experience, professional services, and support, matters most. Our North Star metric reflected our motto and commitment to quality and excellence, "elevate every encounter."

Raleigh-Durham, North Carolina Area

Genesys is a leading Contact Center as a Service provider and acquired Interactive Intelligence in 2017. Genesys Cloud (PureCloud) is a complex full-suite CCaaS platform that started in 2012. The executive team selected me as the first product leader to develop the revolutionary product initiative to reinvent the product suite as a world-class native cloud platform. The PureCloud product led to the sale of Interactive Intelligence to Genesys for close to $2B in 2016 and still ranks as the best CCaaS platform.PureCloud ignited my passion for building world-class cloud platforms. It represented the most profound professional moment of my career. We were the first movers in the industry, experimenting and developing a native cloud solution on Amazon Web Services. I learned, experienced, and applied the concepts of continuous integration and delivery, API-first development, site reliability engineering, embedded quality assurance, and agile methodologies to develop an elastic, reliable, scalable, and secure solution powering core contact center functions including omnichannel (chat, email, social, and voice), workforce optimization, workforce management, outbound dialer, analytics, survey, recordings, and supervisory/agent experience.Instead of replicating the flagship product, we took the opportunity to reinvent and simplify, using an outside-in approach to product management and design. The goal was to make the end-to-end platform experience with the product: provisioning, configuration, administration, interaction handling, and managing a seamless and enjoyable one. We started with zero code and had to build everything; infrastructure, platform, and applications from the ground up. I coordinated the prioritization and orchestration of DevOps and technology requirements across all teams. In addition, because it was an API-first platform, we created an industry-leading developer experience/developer center that powered a robust multi-sided marketplace.

Raleigh-Durham, North Carolina Area

As a member of an elite team of sales engineers, I engineered and sold hosted contact center applications. It was the first transition point out of the network and infrastructure layers into the application space. I learned solution selling and applied my knowledge of networking, call control signaling, databases, bandwidth, application architecture, and more to designing world-class solutions for Fortune 100 and 500 companies.At Interactive Intelligence, sales engineers had to be masters of all trades to succeed. We played a crucial role in the discovery phase, answering daily complex business and technical questions. I honed my already strong communication, presentation, and interpersonal skills daily. We created custom demos for the agent/supervisory experience and complex business applications, including Workforce Optimization, Workforce Management, Outbound Dialer, Interactive Voice Response, email, live chat, and Analytics.I helped exceed multimillion-dollar annual quotas across a team of 6-7 account executives. I finished in the top 5 in sales revenue influence each year, finishing in 2011 and 2012 as number one. My exposure to world-class customer experience centers of the top brands in the world allowed me to establish a strong rapport with product management and engineering teams, influencing product roadmaps and feature development.

Raleigh-Durham, North Carolina Area

 Director of profit and loss division coordinating international technical training initiatives. Increased revenues over 100% over final two year period while keeping costs and accounts receivable streamlined. Established and developed entire North American training organization, curriculum and training processes.

Raleigh-Durham, North Carolina Area

 Solution sales for Voice over IP (VoIP) gateways to carriers, network equipment providers, original equipment manufacturers and channel partners in support of multimillion dollar quotas. VoIP network design, support and troubleshooting. Developed sales training curriculum for channel partners and internal sales account representatives and sales engineers.

Ma, Curriculum And Instruction

Bs, Education