Jim Brooks

Jim Brooks Email and Phone Number

Call Center - Technical Delivery Director @ Healthfirst
Jim Brooks's Location
Greater Myrtle Beach Area, United States, United States
Jim Brooks's Contact Details
About Jim Brooks

Accomplished Contact Center Technology Leader and Information Technology Leader.Drives technology transformation. Develops strategic vision, leads high-impact initiatives, cultivates high-performing teams, and partners with diverse stakeholders to enhance customer experiences and achieve operational excellence. Delivers innovative and reliable solutions that improve outcomes, lower costs, and generate revenue opportunities across diverse sectors, including healthcare, life sciences, technology services, and transportation. Devoted to shaping the future of customer engagement technology, cultivating high-performing teams, and driving organizational success.Agent Assist | Agent Experience (AX) | Agile (process implementation) | Artificial Intelligence (AI) | Business Case Development | Cloud Migration | Contact Center as a Service (CCaaS) Vendors (Amazon, Calabrio, Cisco, Five9, Genesys, NICE, Twilio, Verint, Zoom) | Chat | Communication | Contact Center Consulting | Contact Center Roadmap | Contact Center Strategy | Contact Center Technology | Conversational AI | Customer Experience (CX) | Deployments | Discovery | Enterprise Design | Enterprise Support | Financial Management | Global/Offshore | Hiring | Information Technology | Influencing | Intelligent Voice Response (IVA, IVR) | Leadership | Managed Services | Migrations | Objectives and Key Results (OKR) | Presentation | Program Management | Requirements Gathering | Return on Investment (ROI) Analysis | Software as a Service (SaaS) | Stakeholder Management | Systems Integration | Team Management | Telecom Expense Management | Telecommunications | Telephony | Unified Communications | Vendor Management | Voice

Jim Brooks's Current Company Details
Healthfirst

Healthfirst

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Call Center - Technical Delivery Director
Jim Brooks Work Experience Details
  • Healthfirst
    Call Center - Technical Delivery Director
    Healthfirst Sep 2024 - Present
    New York, Ny, Us
    • Assisting in the development and execution of a comprehensive transformation strategy for contact center technology platforms and services.• Partnering with leaders and key stakeholders to develop and deploy innovative solutions.• Ensuring technology platforms are well-supported, reliable, and resilient.• Working across platform vendor and service partners to assure accountability and success.
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  • Iqvia
    Senior Director, Global Contact Center Technology And Strategy
    Iqvia Jan 2021 - Jul 2024
    Durham, North Carolina, Us
    • Developed comprehensive transformation strategy for contact center technology platforms and services.• Partnered with leaders and business executives to create common set of strategic visions.• Led the selection, design, development, and implementation of technology solutions.• Ensured technology platforms were well-supported, reliable, resilient, and cost-effective.• Accountable for the cost, quality, and value of technology solutions.• Responsible for cultivating high-performing teams in support of technology platforms.• Worked across platform vendor and service partners to assure accountability and success.• Responsible for the testing and implementation of innovative/AI frameworks to improve customer experience outcomes.
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  • Compucom
    Senior Director, Contact Center Technology, Voice, And Infrastructure Services
    Compucom Oct 2017 - Jan 2021
    Fort Mill, Sc, Us
    • Developed comprehensive transformation and support strategies for information technology infrastructure solutions, contact center technology platforms and services, unified communications, telecommunications, and data center operations.• Drove stakeholder engagement and alignment throughout product lifecycles.• Led the selection, design, development, and implementation of technology solutions.• Ensured technology platforms were well-supported, reliable, resilient, and cost-effective.• Accountable for the cost, quality, and value of technology solutions.• Responsible for cultivating high-performing teams in support of technology platforms.• Worked across platform vendor and service partners to assure accountability and success.• Responsible for the testing and implementation of innovative technology solutions to improve customer experience outcomes.
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  • Hca Healthcare
    Director, Contact Center Technologies
    Hca Healthcare Jun 2012 - Oct 2017
    Nashville, Tn, Us
    • Developed comprehensive transformation strategy for contact center technology platforms and services and campus media and desktop solutions and support.• Creation of contact center technology solution to support new comprehensive service offerings.• Led the selection, design, development, and implementation of technology solutions.• Ensured technology platforms were well-supported, reliable, resilient, and cost-effective.• Accountable for the cost, quality, and value of technology solutions.• Responsible for cultivating high-performing teams in support of technology platforms.• Worked across platform vendor and service partners to assure accountability and success.• Responsible for the testing and implementation of innovative technology solutions to improve customer experience outcomes.
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  • Verizon
    Professional Services Consultant, Contact Center Solutions
    Verizon Nov 2011 - Jun 2012
    Basking Ridge, Nj, Us
    • Responsible for design, implementation, and support of innovative contact center technology solutions as part of a professional services team.
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  • Fedex
    Chief Engineer/Principal, Contact Center Innovation And Engineering
    Fedex Jan 1998 - Nov 2011
    Memphis, Tn, Us
    • Responsible for global contact center technology architecture, integration, planning, and strategy/transformation.• Led the selection, design, development, and implementation of technology solutions.• Ensured technology platforms were well-supported, reliable, resilient, and cost-effective.• Worked across platform vendor and service partners to assure accountability and success.• Responsible for the testing and implementation of innovative technology solutions to improve customer experience outcomes.
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Jim Brooks Skills

Systems Analysis Customer Experience Information Technology Information Technology Infrastructure Contact Center Transformation Digital Transformation Contact Center Design Twilio Contact Center Technology Vendor Management Speech Analytics Process Improvement Customer Relationship Management Engineering Workforce Management Ivr Ucce Enterprise Architecture Webex Management Ucaas Services Contact Center Strategy Solution Architecture

Jim Brooks Education Details

  • The University Of Memphis
    The University Of Memphis
    Electrical Engineering

Frequently Asked Questions about Jim Brooks

What company does Jim Brooks work for?

Jim Brooks works for Healthfirst

What is Jim Brooks's role at the current company?

Jim Brooks's current role is Call Center - Technical Delivery Director.

What is Jim Brooks's email address?

Jim Brooks's email address is ji****@****com.com

What is Jim Brooks's direct phone number?

Jim Brooks's direct phone number is +161534*****

What schools did Jim Brooks attend?

Jim Brooks attended The University Of Memphis.

What skills is Jim Brooks known for?

Jim Brooks has skills like Systems Analysis, Customer Experience, Information Technology, Information Technology Infrastructure, Contact Center Transformation, Digital Transformation, Contact Center Design, Twilio, Contact Center Technology, Vendor Management, Speech Analytics, Process Improvement.

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