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.
• 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.
• 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.
• 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.
• 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.
• 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.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Information Sciences And Technology

Computer Science