Brian Comer Email & Phone Number

Denver, Colorado, Us

Director of Telecommunications 2021 – PresentModivcare Inc. 6900 E Layton Ave, Unit 1200, Denver, CO 80237 (Remote)As the Director of Telecommunications, I lead a team of 8 voice professionals that manage an enterprise telecommunications system for over 6000 CCaaS agents and 2100 UCaaS associates. Supported technologies include; 8x8 UCasS w/MS Teams integrations, Avaya PBX, Cisco CUCM, Five9 CCaaS w/IVR & IVA, Genesys CX Cloud, Verint WFM, Clearview reporting, and all supporting API services. Major responsibilities: • Provide leadership and guidance to the Telecom Team and Contact Center operations leaders• Drive transformational change and innovation while balancing budgetary constraints• Oversee and manage capital projects to ensure target dates and budget expectations are met• Ensure key business strategies and processes are followed for all Telecom projects• Ensure all regulatory and compliance standards are enforced for all Telecom functions• Ensure service-level are met for all BAU functions via ServiceNow Major accomplishments in this role;• Migrating 2100 Avaya, Cisco CUCM, and other PBX platform users to 8x8 UCaaS• Migrating All Contact Center users and services from Five9 to Genesys CX (in progress)• Implemented WestFax cloud fax solution for the enterprise

Andover, Ma, Us

Independent Contractor Injured Workers Pharmacy – 8x8 CCaaS/UCaaS re-design and implementation (6-month Remote contract)Hired as an independent contractor to evaluate and correct significant 8x8 call flow issues and improve customer satisfaction. Major responsibilities: • Conduct discovery sessions with CC Operations Leaders and agents to identify core issues• Evaluate existing UCaaS/CCaaS call flow configurations, make recommendations for improvement, and implement the recommended changes • Identify and correct core issues with agent call recording configurations • Ensure regulatory and compliance standards were achieved in preparation for post summary judgment audit• Completed in-depth administration training for IT admin staff• Completed in-depth training for CC Operations Leadership

Campbell, Ca, Us

As a Solution/Business Optimization Consultant, I was part of an elite team of contact center architects who were engaged during the post-sales discovery process for enterprise-size customers. In this role, my primary responsibilities were to interview key customer stakeholders in order to gather relevant information related to their existing contact center architecture, call flows, and overall business requirements. The outputs of these engagements were documented and formally presented to the customer for signoff and then reviewed with the implementation team as part of the hand-off process. In addition to new customers, I also engaged with existing customers who were experiencing significant issues or were a churn risk. These customers were high visibility, high touch, and required swift, decisive action

As Manager of Telecommunications, I managed directs reports who provided support to six corporate locations consisting of 8000+ VoIP connected employees including 400+ Avaya contact center agents. Contact center technologies included: Avaya EAS, IVR, CMS, WFM, and CTI integration. In addition to the corporate offices, my team supported 750 VoIP connected retail locations. Both the Corporate and the retail locations were in the process of converting from VoIP PBX technology to 8x8 and Amazon Connect cloud-based UCaaS.

Toronto, On, Ca

PROFESSIONAL SKILLS- Extensive large scale project management experience with IT, Facilities, and Infrastructures teams.- Extensive management experience of IT, Facilities, and Security Staff.- Extensive Avaya Communications Systems Engineer/Design Architect experience.Team Lead – Voice Operations 2007 - May 2015Thomson Reuters, 2395 Midway Rd, Carrollton, TX 75006As a Team Lead in continuously evolving centralized IT organization, I manage a team of six FTE’s that support large scale telephony systems for over 25,000 users across 120 campuses. In this position, my responsibilities are split between project management, leadership, and system engineering. As a Project Manager, I manage large scale system migrations, office consolidations, and new system implementations. As a Leader, I mostly focus on customer service, staff development, process streamlining, and documentation. As a Systems Engineer, I provide advanced programming of Avaya and Cisco voice systems as well as new system deployments. Some of my notable accomplishments in the past year include: Managed project team tasked with consolidating 13,000 + users across 40 locations on to a single voice platform, managed project team responsible for installing/implementing voice standards for 22 newly acquired sites, and managed the decommissioning and separation of 18 divested locations.Key Strengths:- IT related Project management.- Leadership (Improving employee productivity through mentoring and talent development.)- Process analysts and refinement. - Avaya PBX/Call Center systems design and implementation.- Excellent troubleshooting skills.- Strong collaboration skills.- Incident Management

Toronto, On, Ca

Project management for large scale moves, systems upgrades/ migrations, and mergers & acquisitions.Developing and implementing new processes to improve staff efficiencies and response times. Lead Avaya Systems Design Engineer and business adviser.Staff mentor and technical resource for team members, management and end users.Incident manager during customer facing system issues or outages.Customer advocate and point of escalation.Voice circuit ordering/ provisioning and cost control.

Full service voice and data Consultant/Sales/Support. Assisted customers in identifying voice and data solutions for their small business.Provided turn key solutions for start-ups.

 Managed maintenance and operation of 15,000 sf. office, including: Facilities, Security & Telephone systems, two-way radios, mobile phones and general fleet management. Managed operations crew of up to 8 professionals for traveling consumer trade shows.Provided technical and operational assistance to General Manager, VP operations, President, and CEO. Administered AT&T Merlin Legend telephone and voice mail system.Planned, installed, and maintained corporate desktop PC’s hardware (DOS, win 3.1 and Mac).