Bryan B. Email & Phone Number

Boston, Massachusetts, Us

Responsible for Telephony, real time integrations, and web services roadmap.Hands on building of proof of concept and API integrations with various cloud Contact Center as a Service as well as Unified Communications platforms capable of real time event and media streaming and RESTful API events. Involved in the client needs and requirements to properly integrate real time speech analytics to align with current business workflows.Responsible for improvements and policies of day to day telephony operations including as compliance, attestation, and carrier telephony changes.Responsible for change management and customer release technical documentation to communicate new features, roadmaps, testing and impact details of telephony related applications and infrastructure changes and feature releases.

Waltham, Ma, Us

Partner with sales teams with a focus on driving real business impact for customers by being both product and domain experts. Lead demo and discovery sessions to understand our existing customer’s challenges and objectives - then guide them toward best-in-class solutions utilizing platforms such as Twilio, Genesys, Five9, and Bright Pattern.Work with customers to lead product demos, architect problem solving proof of concept solutions, and propose best in class solutions that help meet customer goals and transition to cloud architecture.Create plans around customer's workflows and processes for communication to design and develop IVR and self service application strategies that include call flows, API, and data integration to provide personalized communication flows for inbound and outbound interactions.

Waltham, Ma, Us

Work in a high velocity pre-sales role with companies of all sizes to optimize their Twilio Flex contact center deployment strategy enabling digital transformation and speeding time to market leveraging the Waterfield developed Xcelerate product in parallel with Twilio. Process involves leading discussions, product demos, and engaging decision makers around building their future strategy.Develop strategies focused around expanding contact center capabilities through digital migration and premise to cloud strategies aligning customers to partners such as Genesys, BrightPattern, Five9, and Twilio.Application planning and design for self service, NLU, and AI/ML IVR applications and chat bots.Work with customers and internal product teams to help drive feature enhancements and roadmap changes to continue to evolve internal Xcelerate CCaaS product built in partnership with Twilio through a tandem sales process.

Deerfield, Il, Us

Focus around the design, planning, and development of enterprise contact center technologies and practices including cloud, contact center management and optimization applications, and self-service applications and automation.Plan and integration of third party applications enabling omni-channel agents across voice and digital channels.Improvement of agent productivity through WFM and WFO, scorecard and QA processes, and custom enablement of CTI applications.Customer and team engagement application design utilizing on premise IVR and application systems and hybrid-cloud models leveraging Twilio programmable voice and contact center.Cloud contact center transformation strategies moving from on-premise to Five9 CCaaS.

Long Island City, Ny, Us

Technical lead on a team of 7 engineers that are responsible for maintaining a full scale Avaya voice infrastructure environment including Avaya Communication Manager 7, Avaya AES, NICE WFO and WFM, Avaya Session Manager, Avaya System Manager, eFax, CMS, ECAS, and H323 and SIP stations, Lifesize/Cisco Telepresence, and Skype for Business.Designed, configured, deployed, and maintained on-premise Skype for Business platform delivering audio, video, screensharing, PSTN conferencing, and integrated Avaya based call capabilities company wide for 3000+ users including external facing Edge services.Developed internal IVR applications on Avaya Experience Portal utilizing realtime APIs for dynamic call routing to improve internal IT processes and flows.Deployed realtime monitoring using Prognosis increasing alarming and monitoring ability internally. Scale, architect, and maintain a high volume call center hardware delivered via PRI and SIP in a critical reliability design through multiple local and toll free providers and national toll free routing fail over. Responsible for the long term planning of communication infrastructure and company collaboration technologies in order to enable a converged environment that is optimized and highly resilient against downtime while maintaining a consistent experience for internal and external parties.Work with business analysts, vendors, developers, and infrastructure teams to provide viable solutions that align with short and long term business strategies using CTI, TSAPI, DMCC, Avaya AEP/IVR, and call center programming to meet needs using current infrastructure and future solutions to help drive the business and meet growth demands.Prototype and implement new technologies including SIP devices, SBCs, and AEP and CTI applications to increase the capabilities of the call center including the integration of our current IVR into Salesforce CRM platform.Accepted and completed one-year Emerging Leaders training program.

Software and infrastructure architect responsible for the design, development, and the management of the market analysis platform and trading software.Produced a single click deployment SaaS platform allowing clients to operate their own financial trading based on the core Thousand Pips market analysis software. Software could be deployed on our own infrastructure or deploy to customers own private cloud through Azure, Amazon, and other various cloud providers.Trading strategy development and back testing of forex market strategies including position management, market trend detection, and algorithm based automated trading.

Danbury, Ct, Us

Support users and infrastructure consisting of Cisco data network equipment, Palo Alto Networks firewalls, and Checkpoint firewalls across a global 24/7 environment using Frame Relay WAN connections, VPNs and metro Ethernet running over ATT AVPN and IPFR.Performed country wide upgrades of legacy and stand alone systems to build a networked and uniform system across the enterprise that reduced operational costs and provided a consistent and uniform communications environment for all offices.Configured and deployed company wide firewalls replacing existing Checkpoint with Palo Alto enabling better protection of plant control networks and corporate internet access across all global datacenters.Maintained Palo Alto firewalls across all locations globally working hand in hand with business and development teams to provide secure access while maintaining corporate security standards.Worked day to day on F5 to assist with changes, new deployments, and maintenance on load balanced infrastructure to provide a better and reliable experience to existing servers.

Syracuse, Ny, Us

Implement and support enterprise Juniper data networks and Avaya voice systems across the country for various companies ranging in the healthcare, industrial, and service industries.Design and maintain customer Juniper SSL VPN appliance maintenance and deployment into their enterprise.Develop tools and processes to maintain customer systems and increase efficiency of technicians while reducing the hours spent performing the work.Work to build close relationships with customers to plan new deployments while building and maintain cost effective solutions on their current systems to meet needs and budgets.Coordinate with business partners in remote locations to perform project work on a consistent level and ensure onsite support is prepared for cutovers.Perform end user support and training on cutovers to ensure smooth transition from legacy systems to new Avaya systems.Plan and and adopt new policies and software to assist with new deployments and better service existing customers.

Buffalo, Ny, Us

Cisco network equipment installation and support.Data and wireless network layout and planning.

Penfield, Ny, Us

Deployed and managed Enterasys core routers and edge switching equipment as part of a county-wide network infrastructure upgrade which included 911 emergency operations, country executive offices, and multiple departments across Rochester and the Monroe County area.Coordinated and installed Nortel site-to-site VPN hardware for a county wide remote access migration.