Brian Hagan Email & Phone Number

Richmond, Virginia, United States

-Lead a team of leaders to design cloud connectivity (network and voice) for CCaaS customers, DevOne partners and vendors integrated with the NICE CXone platform-Partner with sales leadership to develop sales strategy to drive growth in enterprise domestic and international markets-Collaborate with product management teams to develop and implement top tier CCaaS and cloud services to support an ever-growing customer base in a constantly-evolving industry-Work with cloud services, voice and network leadership to plan for infrastructure growth/expansion to meet customer need (current and future)-Serve as "voice of the customer" in services planning with product management teams to ensure that product roadmaps represent the best chance to meet customer demand-Subject matter expert (SME) for international network and call flow support best practices along with awareness of international telecommunications regulations

Richmond, Virginia, United States

-Serve as leadership for NICE CXone's Connectivity Design Engineering Team whose primary focus is partnering with customers and 3rd party vendors to design contact center (CCaaS) network integrations (voice and application) -Develop and implement processes to position the Connectivity Design Engineering team for success as part of the NICE CXone Sales organization-Partner with both internal and external parties to build relationships with technology vendors, carrier and SaaS partners ensuring that NICE CXone's CCaaS offering is bleeding edge-Coach the Connectivity Engineers on best business practice as well as how to apply critical thinking to ensure customer and corporate goals are aligned, and achieved, on each connectivity project-Work with my direct reports to help them grow in their knowledge of our CCaaS services, industry and technology trends, and their own personal career development

-Design telecommunications connectivity for global enterprise customers’ access (ingress/egress) to inContact’s contact center platform and products-Provide sales support for NICE inContact direct sales, and customers on connectivity models including: MPLS, IPSec, SIP, VoIP, TDM and PSTN-Work with customer’s IT/telecom staffs, carriers and vendors to insure healthy implementation for enterprise customers -Through partnerships with NICE inContact internal teams, have developed a sound understanding of NICE inContact voice products and services to service both domestic and international customers networking and telecommunications needs in the contact center space

National Footprint, Focus In Mid-Atlantic Terrirtory

-Comcast National Sales Engineer supporting Comcast Partner and Agent Sales-Product and Process Trainer for Comcast Partners-Hosted Voice subject matter expert (SME)

Richmond, Virginia Area

-Sales Engineer for Comcast Enterprise services which include Metro Ethernet and Managed Voice services-Engage in sales appointments, implementation and design for various Metro-E network products for Enterprise level customers

Northern Virginia

-Interfaced with customers to determine technical requirements and expectations-Designed viable complex voice and data network sales solutions for customer applications with alternatives based on customer-specific technical and financial parameters. May include preparation of network typologies, network drawings, technical specifications, and assisting Sales with pricing-Develop and deliver appropriate ad-hoc training for market, including new product and new technology

-Assisted Sales Executives and Client Account Managers in all aspects of technical sales-Analyze and designed telecommunications networks for prospects which included: ISDN, high speed internet, local trunking, long distance, MPLS, Frame, VOIP applications, Ethernet and ATM-Planned & design Wide Area Networks to include, Frame Relay, MPLS, VPNs, VOIP, private lines, etc.-Prepared technical responses to RFP's and complete technical paperwork

-Provide technical expertise to Sales Force/Engineering-Seibel Linx and LERG SME (Subject Matter Expert) for the DC, Va. Md. Sales markets-Team Lead for Sales Support group

-Built and Configured Trunking in Lucent 5ESS, Sonus, Nortel DMS switches-Utilized Granite Xng Circuit Layout system for on-net circuits as well as off-net interconnects between trunksTraffic study in Nortel, 5E and Sonus switches-Performed Network Provisioning for CLECS, IXCs, Wireless Vendors-Built and Configured SS7 Trunking

Northern Virginia

-Performed Lucent 5ESS switch work to include feature building, call routing including Tandem interfaces to various voice networks -Provided technical support to network clients-Troubleshot installation, configuration, provisioning issues-Had Everyday contact with vendors, carriers, engineers, translations and technicians to isolate problems across various voice networks-Working knowledge of Translations to include routing, number porting, line features and interface with other LECs across the SS7 network

Northern Virginia

-Provided support to network clients to include ticket management-Troubleshot complex installation/configuration issues-Received, analyzed, monitored and resolved both private and public X.25 network systems issues

Bachelors, History, Political Science, Independent Study

Education record