Oversee, manage and direct a team that support service center technology for Benefits Outsourcing. Strategic lead and driving force in recognizing need, building consensus, setting vision and executing a plan to implement technical solutions for the Service Center. Product owner of a customer relationship (CRM) application, working closely with the business and several client and technical teams, meeting objectives, supporting customized integrations, streamlining processes, improving efficiencies and optimizing performance.Oversaw multiple call center technology migrations, including a contact management system migration, CRM software migration and datacenter migrations, ensuring no disruption in service.

Technical Lead, supporting the design, development, and custom integration with internal systems for the contact center, supporting over 35 benefit outsourcing systems.Design and development of our integrated customer relationship (CRM) and contact management system.Oversaw strategic long term planning of system enhancements, ensuring they are meeting the needs and objectives of the business. Oversaw the development of standard reports and dashboards that communicated the state of the contact centers.Supervised business continuity (disaster recovery) planning as it related to contact center operations.

Technically managed the development and installation of self service IVR applications. Developed custom applications like visual voicemail, a default add-on feature with each new client implementation. Tech Lead for fortune 500 client projects, developing and supporting benefit administration systems and Employee Self Service Web sites, supporting Health and Welfare and Pension Administration.

Developed Self Service Interactive Voice Response (IVR) for a stock broker application.