Bruce Sharpe Email and Phone Number
Product Strategy | Product Management | Product Engineering | Solution & Implementation | PaaS |SaaS at
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Humach
Bruce Sharpe's Location
Denver Metropolitan Area, United States, United States
Bruce Sharpe's Contact Details
Bruce Sharpe work email
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Bruce Sharpe personal email
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Bruce Sharpe phone numbers
About Bruce Sharpe
Over my career, I’ve worked with a single principle: Work smarter. I’m a person that looks for a more efficient way to solve problems for my clients. It is the premise I use when approaching any product related initiative set before myself and team.I have held many positions over this timeframe that have provided very interesting and exciting challenges in the work I have done driving and running product teams responsible for 10 or more major product components, or development teams both tasked with delivering on the vision of these products.Throughout my career I have been successful in delivering simple to complex product solutions with high impact resolving client problems along with breaking new ground in areas not provided by my competition. I have also spent countless hours protecting these ground breaking areas by creating a portfolio of 40+ domestic and 70+ international patents with roughly 3 quarters awarded to date.The types of products delivered by the product and/or engineering teams I have led have been in the areas of; self help in store kiosk with live escalation, omni-channel routing for client support scenerios, intelligent channel orchestration for context based AI prediction of routing, IOS/Android based SDK/APIs for client app integration, to name a few. I have also led, as a senior product architect to convert from a decentralized to a centralized private hosted cloud, while driving new products into a pure cloud PaaS implemetation utilizing companies such as Amazon and Microsoft.Specialties: Product Management, Product Engineering, Product Concepts, Product Evaluation and Analysis, Contact Center Architecture & Support, Patent Ideation, Patent Creation and Submission, Project Management.
Bruce Sharpe's Current Company Details
Humach
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Product Strategy | Product Management | Product Engineering | Solution & Implementation | PaaS |SaaS
Bruce Sharpe Work Experience Details
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Chief Product OfficerHumach Jun 2022 - PresentFrisco, Texas, Us
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Advisor: Technology & Product, Acting CtoKebloom Feb 2021 - PresentDenver, Colorado, Us -
Director Of ProductsRoutinify Feb 2018 - May 2022Denver, Colorado, Us -
Product Development | Product Management | Contact Center | Solutions EngineerIndependant Contractor/Consultant Jun 2017 - May 2022- Performed Aspect to Avaya call flow translations and migration for 70+ complex flows, reviewed and approved with client, manage engineering team design for flow builds and quality team testing, all with a fixed project deadline- Drove project timelines for ACD flow translations, approvals, builds, test and launch, meeting client mandated delivery dates- Performed patent portfolio assessment, develop valuation report identifying $6.7M for 12 patents of a 47-patent portfolio with presentation to C-level team- Developed requirements, procure, install and test an IOS based video platform with multi-point video switching and live streaming to business website, Facebook and YouTube on a limited budget
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Vp Quality EngineeringTeletech Holdings, Inc. Nov 2016 - May 2017- Led a team of 6 quality engineers in all aspects of quality testing, both manual and automated for Humanify product suite- Led definition of Quality Best Practices including process, controls, procedures, manual & automated testing, all to tighten up and streamline processes driving a 50% increase in productivity and 45% increase in quality- Implemented products for Ford, Weight Watchers and other brands propelling increased product performance and customer satisfaction
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Vp Product Strategy & ManagementTeletech Holdings, Inc. Mar 2016 - Dec 2016- Led a team of 4 product managers through product definition, development and launch across 10 products in the areas of; omni-channel router, PaaS APIs, SaaS starter application, IOS/Android/Java SDK, Data collector, Journey Orchestration, Decision engine, Social mining & classification, Cisco/Avaya ACD integrations, Salesforce/Zendesk CRM integrations, with product deliveries to Ford, Weight Watchers and other major brands- Led the project planning and deployment of a cloud enabled omni-channel, IOS/Android SDK integration and decision engine solutions for 3 Fortune 100 clients meeting client mandated delivery dates- Set product strategy and defined roadmap for Humanify suite of products utilizing market direction, industry analyst guidance, client feedback and strategic differentiation
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Vp Architecture & Product StrategyTeletech Holdings, Inc. Nov 2014 - Apr 2016- Led M&A evaluation and test of voice/VoIP enabled omni-channel router which was acquired and utilized as the core to the Humanify product suite- Lead a team of 5 developers delivering an initial IOS and Android mobile application utilizing jQuery & Apache Cordova for 2 Fortune 100 clients setting standards for future IOS and Android mobile applications- Sales Support for C-level engagements through face to face product and architectural presentations, live demonstrations and RFP/RFI responses to many Fortune 500 businesses
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Executive Director, Enterprise Architecture & DevelopmentTeletech Holdings, Inc. Feb 2007 - Nov 2014- Lead a team of 15 developers to build and launch an initial PaaS omni-channel product offering for 5 Fortune 100 clients setting standards for future channel additions and capabilities- Led product definition, development and launch of a 7000-port cloud enabled IVR for the 2010 US Census supporting voice-based questions, information and Census document fulfillment for all US citizens- Led product definition, evaluation and launch of cloud enabled social knowledge platform utilized by 10K contact center experts across 20 Fortune 500 client campaigns driving increased customer satisfaction scores due to more informed experts- Led the initial project planning and deployment of a cloud enabled social knowledge platform across 10 contact centers and 7K users supporting 5 Fortune 500 client campaigns- Create product definition, drive development and launch of an in-store kiosk based remote expert assistant service allowing a retail business to augment live staff at 30% of the cost- Protect Intellectual Property as primary inventor through authoring and filing 41 domestic utility patents with the USPTO (70 International), in the areas of; omni-channel, journey orchestration, social knowledge, one touch registration, product ads, authentication, live connected ads, intelligent decisions and eLearning
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Dir. Enterprise ArchitectureTeletech Holdings, Inc. Jan 2004 - Feb 2007- Design and migrate client programs from Aspect platform to Avaya platform supporting central services for 4500 automotive dealerships across the United States- Define and Implement new automotive client launch process reducing client launch time from 2 weeks to 2 hours and reducing launch costs by 50% while providing a competitive advantage- Led the project planning and deployment of an Aspect to Avaya platform migration and a new client launch process within a 3-month timeline to support marketing and sales of new improved product and delivery times- Create product definition, drive development and launch of data driven IVR provisioning with lower cost to serve, improved time to market with 100% client satisfaction- Create product definition, drive development and launch of cloud enabled, IVR based language identification service for customer language translations, reducing high paid manual intervention of high dollar language identification specialists- Led the project planning and deployment of a cloud enabled language identification services for new language translation services- Create product definition, drive development and launch of a cloud enabled quality evaluation system utilizing speech analytics technologies to auto-score evaluations, reducing evaluation work by 55% across 600 live quality evaluators- Create product definition, drive development and launch of cloud enabled quality recording platform enabling 22K experts for screen and VoIP recording resulting in a savings in excess of 7M annually- Sales Support for C-level engagements through face to face product and architectural presentations, live demonstrations and RFP or RFI responses to many Fortune 500 businesses- Design and implement cloud architecture for Cisco ACD into 2 private cloud instances support 10K endpoints- Design and implement cloud architecture to migrate 70 individual Avaya ACDs into 2 private cloud instances support 30K endpoints
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Dir Product SolutionsTeletech Holdings, Inc. Jan 2003 - Jan 2004- Led data center migration from co-location facility to private cloud while maintaining a 99.95% uptime for all clients- Drive product definition, development and launch of 3 new routing channels (chat, sms, co-browse) creating additional revenue streams for existing and new clients
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Director Implementation & IntegrationTtec Aug 2000 - Jan 2003- Led the specification and architecture of first omni-channel contact center with integrated desktop, including; voice, chat, email and co-browse, later purchased by Avaya
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Sr Dir Integration & ImplementationUsa Ecommerce & Services - Esolutions (Formerly Ticketmaster) Jan 1999 - Aug 2000Beverly Hills, California, Us- New division of Ticketmaster, lead technology launch of division- Project management responsibility for development, Integration & Implementation of a blended multi-channel eCRM platform- Lead an internal team of technical professionals & two external companies; Cambridge Technology Corporation (Contracted Systems Integrators) & Quintus Corporation (selected CRM Vendor).- Provided architectural design direction in the areas of; CTI, Telecommunications, ACD, IVR, Network & Platform Reporting, expert desktop -
Sr. Dir TechnologyTm Direct, A Ticketmaster Company Jan 1998 - Jan 1999- Drove the design and Implementation of 30 implementations for clients such as; Amway, Cendant, Priceline, HSN attributing to 25M in revenue the first year of business- Led the project planning and implementation of new TM Direct clients for support and technical services- Design, develop and implement custom reports and management dashboards for client specific projects to maintain tight SLAs, reducing missed SLAs and penalties by 80%
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Regional Telecommunications ManagerTicketmaster Jan 1996 - Jan 1998Beverly Hills, California, Us- Led team of 25 regional engineers implementing and maintaining all contact center technologies across 6 contact center locations- Led the implementation of 10 US based Aspect ACD systems and all associated technologies and integrations- Led all project planning and implementation for 10 Aspect ACD deployments across US centers including the decommission of previous Teknecron ACD installed equipment- Designed and implemented first integration of Inter-Q, switch to switch signaling for virtual queuing across multiple switches hosted in different states, reduce DID and TFN, fixed and variable costs by 60%- Design and implemented automated hold music announcements allowing paid on-hold advertising, supporting initial revenue of 1M in the first year- Develop refined process for efficient use of telco resources (local and tool free) & staffing reducing costs reduction by 60%
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Communications & Network Support ManagerDoubletree Hotels Inc., (Formerly Red Lion Hotels) Jan 1994 - Jan 1996- Lead a team of technical professionals in a help desk environment supporting 70 hotels- Provide remote or on-site, 7/24 hour support for various communications services including; NEC, AT&T Prelude, Mitel, Xiox Call Accounting, Telecom line orders & disconnects, Octel Voice Mail, Cisco networking equipment, property & corporate MAC orders, point of sales systems- System engineer of Aspect Telecommunications central reservations ACD- Schedule, manage & perform installation & training of PC based Call Accounting.- Perform Alpha & Beta testing of new Call Accounting software revisions.- Setup, install & support Analyst for telecommunication billing with; US West, Pacific Bell, Southwestern Bell, AT&T, MCI, Sprint
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Operations Manager, R&D Test EngineerGemini Telemanagement Systems Jan 1992 - Jan 1994- Coordinate assembly & shipment of Call Accounting & Ring Back Detection equipment- Schedule, install & train customer on CAS & RDU equipment- Lead a team of technical team of field service & production technicians- Order management of parts, BOM pull & assembly for 2 product lines- Write test, installation & user procedures for products- Develop automated test & installation programs- Manage & maintain Engineering Control Orders & trouble ticketing for product lines -
Senior Design EngineerWorldcom (Formerly Itt Chernow Communications) Jan 1986 - Dec 1991Supervised & assisted in installation, test & repair of testing equipment- Supervised production assembly, test & repair of new & current products- Evaluated various Telecom equipment, with focus on price vs. functionality.- Write product evaluation reports & presentations for R&D & Marketing.- Write test software for Production & Field Service using ProComm Plus Scripts, DOS batch programming & Pascal.- Includes Design Technician responsibilities
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Design EngineerWorldcom (Formerly Itt Chernow Comm.) Jun 1984 - Jan 1986- Designed Printed Circuit Board layout, assembly, mechanical design and electrical wiring of new products.- Setup and ran inventory management system- Designed various test fixtures used in the Production and R&D Departments.- Assembled & tested intricate wire wrap & springboard prototypes, reporting all findings to the engineering staff.- Write test procedures & provide training to employees on released products.
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Engineering Technician, New Products Div.Storagetek Jun 1981 - Jun 1983
Bruce Sharpe Skills
Enterprise Software
Integration
Enterprise Architecture
Saas
Vendor Management
Solution Architecture
Cloud Computing
Outsourcing
Management
Crm
Call Center
Voip
Team Management
Leadership
Project Management
Process Improvement
Business Intelligence
Product Development
Contact Centers
It Strategy
Call Centers
Business Analysis
Software Development
Architecture
Itil
Bpo
Professional Services
It Service Management
Customer Relationship Management
Ivr
Business Process Improvement
Data Analysis
Architectures
Data Center
Software As A Service
Big Data
Disaster Recovery
It Management
Voice Over Ip
Bruce Sharpe Education Details
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University Of Colorado DenverBsee
Frequently Asked Questions about Bruce Sharpe
What company does Bruce Sharpe work for?
Bruce Sharpe works for Humach
What is Bruce Sharpe's role at the current company?
Bruce Sharpe's current role is Product Strategy | Product Management | Product Engineering | Solution & Implementation | PaaS |SaaS.
What is Bruce Sharpe's email address?
Bruce Sharpe's email address is br****@****ify.com
What is Bruce Sharpe's direct phone number?
Bruce Sharpe's direct phone number is +130353*****
What schools did Bruce Sharpe attend?
Bruce Sharpe attended University Of Colorado Denver.
What skills is Bruce Sharpe known for?
Bruce Sharpe has skills like Enterprise Software, Integration, Enterprise Architecture, Saas, Vendor Management, Solution Architecture, Cloud Computing, Outsourcing, Management, Crm, Call Center, Voip.
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