Bob Rhoads Email & Phone Number

Carmichael, Ca, Us

Boston, Massachusetts, Us

Senor Contact Center Engineer

Rancho Cordova, California, Us

Provided Contact Center leadership for Patient Services Representatives taking patient calls for Greater Sacramento area. Negotiated SLA, Business Process and KPI with Clinic Managers. Provided reporting to support Success. Created Knowledge Management Program for Connection Center in ServiceNow. Provided consulting and Technical Leadership to Quality Management Program team.Worked with Workforce Management team to plan and make and ad hoc changes to workforce. Managed represented and non represented employees.

Boston, Massachusetts, Us

Gather business requirements, coordinate and consult business teams for new features and services.Support UCCE Call flows, Calabrio QM & WFM, Finesse, Cisco Call Manager, MS SQL.Support issue resolution (ITIL) and change management in Service now 1600 agent call center.Provided the Business team with Risk Assessment, Supported Technical Peer review.Supported setting up Health monitoring for VM/ESXI environment. Project Managed and Business Analyst for Covered California business units. Provide issue management and resolution and technical leadership contact center applications. Manage Application Lifecycle (design, planning , implementation, stabilization, upgrade/change ).

Sacramento, California, Us

UCCE, Finesse, Calabrio, Egain application Development

Sacramento, California, Us

○ Manage Sutter Health's Enterprise Contact Center Support Team. ○ Manage vendor relationships with key providers: AT&T, eGain, Calabrio, eGain, Presidio. ○ Provide issue resolution and technical leadership to cross functional teams. ○ Gather, Coordinate and Advise business teams for new features and services.○ Finesse application development, Java/XML, Third Party Widgits.○ CUIC custom reporting and integration. ○ SME for Egain (email), Calabrio Quality Manager, Calabrio Workforce Manager, SQL. ○ Support +80 windows 2012 Servers in ESXI enviroment (VM) ○ Single Point of Contact (SPOC) and SME for all UCCE support and escalation issues. ○ Project Manage vendor engagements from Cisco, eGain, Calabrio QM, Calabrio WFM. ○ Provide Tier-3 support for Sutter Health's Enterprise Contact Centers. ○ Liaison for contact center senior management. ○ Provide continuity of business requirements for customer during implementation process.○ Change control management and coordination.○ Train and support regionally deployed support staff

Diemen, Noord-Holland, Nl

○ Project Manager for Enterprise organizational restructuring of Telecom Provisioning, Network Engineering, and Billing from regionally distributed to a centralized workforce. ○ Simultaneously maintained two projects with budgets totaling near $4M. ○ Supported creation of centralized processes and negotiated SLA’s with regions.○ Provided Detailed Project KPI reporting. ○ Established policy and process for finical metrics to document new saving of $812k yearly.○ Executive Escalation Manager for Cisco Unified Contact Center Express (UCCX) with Cisco TAC and senior Sutter management . Recruited to Lead cross-functional team to mitigate post installation anomalies. Established SLA's and communication plan to streamline maintenance processes.

Diemen, Noord-Holland, Nl

○ Senior Project manager for Enterprise solution for Avaya Voice Portal and Contact Center supporting 5,000 end users. ○ VoIP refresh Senior Project Manager. Cisco CM and AT&T MPLS technology upgrade for 13 sites with 10,000 endpoints. ○ Contact was put on indefinite hold due to budgeting priorities and turn in economy.

Irvine, California, Us

○ Managed and tracked implementation of access T1’s to remote cell sites to facilitate 4G launch.○ 1679 sites (average of 4 t1s per site). Project was 95% complete in 5 months. ○ Inherited project in progress and was on month behind. Was able to increase productivity and streamline process to get project back “on track” in 3 months. ○ Provided technical support and guidance to provisioning team.

San Jose, Ca, Us

Managed large implementations of Avaya Enterprise solutions. Turnkey solutions included Mitel, ECAS, CMS, Voice portal, Newfound, Nice, Cisco, Acme Packets and Juniper.Provided technical support to multiple teams on enterprise converged network Avaya, Cisco and Juniper solutions for VOIP and SIP installations.Managed Pebble Beach Resort 100% new system upgrade from G3SI to S8730 and replaced 7 MCC port networks supporting 4000+ endpoints. Implemented Multi-Language Call Center with NICE, CCE, and Voice Portal for East Bay Municipal Utility District.Replaced Oakland A's legacy phones system in McAfee Arena and Oakland Coliseum.Upgraded CSUMB from fiber connect to new IP converged campus-wide network of 3500+ endpoints.Consistently finished projects on time and within budget.

Morristown, New Jersey, Us

Managed implementations of Avaya products from project plan through product delivery. Coordinated project details with outside vendors. Led information-gathering calls to plan and facilitate complex product installations. Created implementation schedules, communication plans, and led technical and weekly team meetings to ensure smooth installations and on-time projects.Experienced in Avaya products LSP, ESS, S8300, S8500, SSG, G700, Intuity, Modular MessagingCMS, NICE and BCMR.Provided technical expertise and training to subordinates and peers.

Dallas, Tx, Us

Managed and tracked large implementation projects for AT&T’s largest customers. Created and maintained project and implementation plans. Coordinated all aspects of service delivery teams, city operations throughout the U.S., account teams, provisioning centers, and Incumbent Local Exchange Companies (ILEC). Managed simultaneous large projects with complex products including PRI, Fax servers, VOIP gateways, 800, 911, Gig-Ethernet and Code migrations (10,000 tn’s). Cut negative impacts of implementation projects by providing upfront risk management andimplement protocols for disaster recovery.Supported coworkers as process and technical subject matter expert. Recognized in 2004 for achieving 100% on-time completion rate for over 700 circuits ranging in sizefrom DS1 to OC192.

Bee (Basic Electricity And Electronics)

As, Computer Technology / Electronics