Bill Nicholas Email & Phone Number

Hasbrouck Heights, Nj, Us

Clifton, Nj

• Responsible for setting the strategic direction, architecture, implementation, and support for Sutherland’s omni-channel cloud platform, unified communications and recording platforms supporting over 60,000 contact center agents and 10,000 corporate enterprise users. The omni-channel platform is powered by Genesys Engage and Cisco UCCE platforms Inbound/Outbound Voice, Advanced Routing, Conversational IVR (Google CCAI), Advanced Natural Language Speech Recognition, SMS, Email, Web Chat, ChatBots, Social Media Channels, CallBack, Outbound Notification for voice, email, SMS, WhatsApp, Real-Time and Historical Reporting, Omni-Channel Interaction Recording, Verint Recording, Interaction Analytics, Nice IEX WFM, Knowledge Management Systems, Unified Agent Desktop, CRM and 3rd party connectors. The platform has been enhanced by additional internally developed Sutherland services a Secure Payment system, Human Click Initiator (HCI) for compliance dialing, and other enhanced AI services.• Responsible for the development of Sutherland’s omni-channel Recording Solution and transcription engine. This platform records all interaction channels (voice, email, chat, social channels, SMS, etc.), immediately transcribes recordings, redacts any PCI & PII information from the audio and transcriptions, then sends all transcriptions and interaction metadata to a common data warehouse. Data is made available to various client applications such as Analytics, AI engines and other 3rd party systems.• Managing cross-functional teams to develop enterprise-grade Conversational AI Solutions such as Conversational IVR, Chatbots and Real-Time Agent Assist utilizing Google CCAI/Dialogflow technology for customer self-service automation, increasing support hours for contact center.• Responsible for managing the Telecom and overall UC budget, accounting, and charging requirements. Responsible for identifying the P&L impact and project budgets of all telephony/omni-channel initiatives.

Roseland, New Jersey, United States

• Responsible for defining the service portfolio, managing the service roadmap, conducting service strategy and developing annual business plans for ADP’s Enterprise Voice, Contact Center and Unified Communications technology.• Responsible for the planning, management and execution of large complex Enterprise Voice, Contact Center & UC solutions through expert leadership of cross-functional teams. Solutions include Avaya CM/SM, Oracle Session Border Controllers (SBCs), TDM to VoIP/SIP conversions, Carrier SIP, Genesys Inbound/Outbound voice, Genesys Web Chat, Genesys Email, Genesys IVR (GVP) self-service/voice response systems, Nuance Voice Biometrics, Virtual Hold Technology, NICE and Verint/Witness call recording/quality monitoring, NICE Speech Analytics, Genesys Workforce Management, Genesys Infomart/Interactive Insights Reporting, Microsoft Skype/Teams, ON24 Webcasting, Cisco WebEx, Polycom Video Systems.• Responsible for working with the business leaders, documenting their business requirements, and translating those requirements to technical solutions.• Responsible for managing the budget and charging requirements. Identifies P&L impact of all initiatives and monitors project budgets. Identifies the total cost of ownership and ROI for Voice, Contact Center and UC services. Works closely with Finance to communicate costs of services to business units.

• Contact Center technology expert responsible for the analysis and design of complex solutions, providing technical direction throughout all phases of the project life cycle.• Managed activities such as providing and interpreting policy, architecture design workshops, architecture reviews and validations in order to minimize or eliminate obstacles early in the program cycle. • Reviewed program progress and interim results with both the customer and Alcatel-Lucent/Genesys executives and program sponsors for schedule and quality of all program elements and to ensure alignment with the overall strategic vision.• Responsible for collaborating with Genesys Product Management, Professional Service, Strategic Sales, Technical Support, Customer Care Organization and Operations to ensure that the products meet customer requirements and manage efforts to resolve product limitations.• Act as the communications conduit to executive sponsors and program steering committee and responsible for conducting periodic briefings and status updates. Act as a liaison between Genesys Corporate and the customer.

Parsippany, New Jersey, United States

• Responsible for working closely with the Business Units and the Business Analysts to understand the business needs and translate them into Enterprise level technical solutions.• Responsible for recommending, demonstrating, and architecting various Enterprise Contact Center Solutions such as Genesys Omni-Channel platform, IVR, Avaya voice and Verint Call Recording platforms.• Responsible for providing tier 4 support to Operations groups and worked with developers, engineers, and vendors to quickly resolve issues and restore the service.

• Instrumental in the launching the technical divisions of a new start-up company and developed a comprehensive technology strategy to support the business plan. This defined the service/product offerings that were made available to clients, which included Network architecture and deployments, Desktop system implementations, Enterprise ERP Solutions and customer software development.• Managed a strategic business relationship with key vendors such as JD Edwards and Sage Software. This relationship created a bridge that allowed the company to move from the existing mainframe side of the business to the Intel platform which enabled the company to be able to offer cross platform ERP solutions.• Lead client technical discovery and planning sessions. Responsible for analyzing client’s requirements, providing technical recommendations and designing solutions such as Networking and Highly Available Fault Tolerant Systems, Migration from Fat to Thin Client Architecture and Designing LAN/WAN Infrastructures to effectively and securely communicate data between multisite organizations. • Assembled and directed cross-functional teams consisting of developers, network engineers and QA testers to support a multi-client base and design creative and cost-effective solutions.

• Key player in establishing a technology-based company that introduced state of the art, highly available storage, HSM and clustering solutions in Greece. • Developed a strategic business relationship with vendors such as DPT, CMD and Veritas to become official distributors of highly available storage, HSM and clustering solutions. • Managed cross-functional teams, which included Development, QA and Technical Consultants. • Developed a secure centralized data warehouse solution for several government districts allowing the multiple sites to access consolidated data over a Wide Area Network connection. • Expanded product offering by designing and developing a video conferencing/surveillance system allowing multisite client locations to monitor and communicate with other company locations. Solution offered undetected monitoring and full remote camera control of the remote sites from corporate headquarters.

Information Sciences And Technology

Computer Science