Develop, align, articulate and drive technology strategy, roadmap and multi-year plan across our capability model and technology portfolio.● Led 2024 Portfolio Planning, guiding 28 IT Directors and Vice Presidents in narrowing a proposedroadmap of 300+ initiatives to the most impactful and strategically aligned initiatives that aredeliverable within our technology, resource, and funding constraints.● Facilitated and advised organizational design around Portfolio Management and the EnterpriseArchitecture practice.● EA and Technical Advisor for vendor selection and solution design for initiatives delivering strategicbusiness outcomes, including contact center solutions - BPO, CCaaS, CRM, etc.

Performed architecture services and technology assessments, and provided guidance to business and ITleaders for 18 Medicaid plans.● Created and aligned Technical Vision, Roadmaps and Architecture for Transformational Programsincluding core system modernization for Claims, Membership, Data Integration, Digital Experience andMember Services. Includes hybrid multi-cloud, on-prem, commercial and proprietary solutions.● Provided leadership, mentoring, vision and direction for technology delivery teams in transformationaland strategic programs.

Developed strategic direction, product strategy and vision, technology strategy and roadmaps. Designedtechnical architecture and acted as trusted advisor and influencer for Property and Casualty executiveleadership. Led agile software development teams to implement strategic transformation initiatives andprovided technical guidance and strategy for enterprise innovation initiatives. Coached and mentoredArchitects, Developers, Analysts, IT Managers and Senior Managers.• Developed reference architecture and roadmap for a new commercial Insurance subsidiary based on an innovative transportation model. Created revenue and business activity projections, and IT strategy including projections of IT spend, staffing, and growth. (Mobilitas Insurance Company)• Evaluated P&C software suites and advised business leaders. Suites included Duck Creek, BriteCore, Socotra, Solartis, Exigen, InsuranceNow/GuideWire.• Managed direct reports including a SOA Integration team, a Contact Center Technology team, a Marketing Applications team, and a Senior Integration Architect.• Evaluated and advised on emerging technologies such as Robotic Process Automation, Case Management, Speech Analytics, Natural Language IVR, Chat and Chatbots, Cobrowse, Personality-based call routing, Artificial Intelligence and other technologies for various innovation initiatives.• Influenced and partnered with business executives and IT leaders and the PMO to align a multi-year program with the contact center solutions roadmap.

Managed development teams supporting applications for Claims, Travel, and Roadside Assistance. • Managed team consolidation and improved morale after a significant reduction in force.• Streamlined application support processes.• Under Budget by $600K• Engineered spinoff of Travel and Roadside Assistance teams to the AAA NCNU club during club/insurance separation.

Developed solution architectures for review board approval and provided architectural support for various projects. • Supported Genesys CTI, Epiphany CRM, NICE, and other contact center applications.• Member of Architecture Review Board.• Developed architecture for Lead Management, Service Catalog, IT Alerting, Billing and Payment, and other applications and projects.

Consultant and Developer – McKesson Loyalty Programs, Scottsdale, ArizonaRevamped Genesys and Aspect CTI, IVR, and Call Routing implementations.• Reduced implementation time for new Loyalty programs from 60 hours to 6 hours.

Directed a staff of 75 in the areas of Call Center Technology, Project Management, Training and Communications, Business Analysis, Compliance, Audit, Reporting, and the Digital Document Center. Hiring and budget responsibility.• Cost Savings of over $2 Million annually, during a period of 100% growth.• Restructured Document Center to digitize 75,000 documents a month (50% growth) for 50% less cost.• Expedited quality audits, delivering 50% faster at 15% reduced cost.• Led the restructuring of division’s HIPAA- and FAA-compliant security policy and culture.• Redesigned Call Center tools and layout as a vision-selling experience for prospects.Contact Center Solutions Architect – Bangalore, India and Tempe, Arizona.Transformed a single-client contact center into a multi-client, multi-function outsourcing solution.Designed and implemented an international CRM and CTI-enabled contact center.

Led a project to redesign the Customer Service IVR to improve service and increase IVR utilization. Provided project management, software development, Crystal Reports development, and design expertise in IVR, CRM, CTI, and Contact Center Technologies.• Increased IVR utilization to 42%.• Reduced time to reach services by 20%.• Identified reporting inaccuracies to correct misrepresentation of 15% of calls to the center.

Developed PL/SQL data loads and interfaces between Clarify CRM and other systems, including PeopleSoft HRMS, Oracle Financials, and Legacy systems for a large retailer. Enhanced and debugged Clarify CRM customizations.• Decreased dataload time from 6 weeks to 6 hours.• Tightly Integrated Clarify, PeopleSoft, Oracle, Legacy, and Chrysalis CTI.• Savings of 65% in development costs.

Senior Principal and Architect – Motorola SmartCard Service Bureau Project, Concord, California.Led a team of 25 consultants and completed the architecture for an integrated solution including Clarify CRM, Oracle Financials, a fee calculation system and contract management system, and interfaces to other systems.• Designed multi-system XML / middleware interfaces, giving an integrated scalable solution.• Designed an IVR self-service application and managed the IVR vendor.Senior Lead and Architect – Motorola BAO Clarify/CTI Project, Scottsdale, Arizona.Led a team of 10 consultants and subcontractors and completed the architecture for an integrated solution including Clarify CRM, Genesys CTI, a custom agent desktop, a custom IVR solution, Aspect ACD, Oracle Database, and interfaces to legacy systems. • Implemented Self-Service, CTI, and an advanced agent desktop, improving average speed of answer from 15 minutes to less than 1 minute and saving an estimated $200,000/year.• Re-engineered entire telecom routing and configuration resulting in an estimated savings of $70,000/year, and reduction of busy-outs from 20% to zero.• Developed interfaces between the legacy system and Clarify to handle millions of records.Interface Architect / Developer – Circle K Helpdesk Consolidation Project, Tempe, Arizona.Designed and developed interfaces between Clarify CRM and other systems. • Redesigned, developed and tuned interfaces.• Identified and accomplished additional value-added scope, increasing revenue by 10%.Other Roles at eLoyalty, Various locations nationwide.• Technical Lead – American Honda CRM Infrastructure Project• Telecom Architect / Requirements Lead – Washington Mutual CTI Infrastructure Project• Team Lead - eLoyalty Knowledge Management / Project Collaboration Program • Lead Developer - eLoyalty Disaster Readiness Assessment Offering

Built and managed a team of 7 Project Managers, Systems Engineers and Programmers focused on delivering custom Web and IVR solutions to the Southwestern region, including call center and CTI integration projects. Other Roles at TALX, St. Louis, Missouri.Project Manager, Systems Engineer, Programmer/Analyst, Application Programmer, Systems Programmer, and Hardware Engineer.