Enterprise delivery of inbound and outbound fax services in a complex, multi-vendor, high volume, hybrid hosted and cloud environment. Responsible for service design, strategy and technology roadmap of fax and OCR solutions.

Direct and plan all aspects of contact center technology projects to deliver complex and innovative solutions for customers across multiple lines of business.Key Achievements:• Proposed and implemented an Architecture Review Board to ensure that all proposed solutions align with the strategic vision while balancing the needs of all stakeholders.• Integrated Aspect UIP, Verint Quality Monitoring, Cisco CallManager and Unity solutions with Active Directory to ensure data integrity.• Championed and guided the consolidation of eight end-of-life Cisco CallManager clusters into a dual-homed, dual datacenter cluster with a universal E.164 dial plan to provide uniformity across all lines of business and ensure ease of assimilation of all business acquisitions by eliminating the possibility of future dialing conflicts.• Developed and enforced Role Based Access policies for all supported technologies to achieve contractual and regulatory compliance across multiple businesses.

Hired by Ocwen in the Ally portfolio acquisition and immediately enlisted to turn around a Verint upgrade requiring architectural re-design and engagement of key stakeholders from multiple Ocwen and Altisource lines of business.Key Achievements:• Performed gap analysis and spearheaded efforts to correct the course of the Verint project. Coordinated resources including Verint, Cisco, Aspect, Active Directory, security, network, SAN and telecom teams to drive the project to a successful implementation.• Led efforts for Ally and Ocwen shared contact center technology platforms to ensure continuity to both businesses while establishing physical and legal separation.

Led upgrades of all Avaya and Verint contact center platforms for Mortgage, Bank and Auto Finance lines, delivering flexible and scalable solutions that satisfied the needs and requirements of all customers.Key Achievements:• Chief architect for contact center technology refresh project which included implementation and integration of Verint Impact360 WFO suite, Avaya Communication Manager, Avaya Application Enablement Services, Avaya Proactive Contact 4, Avaya CMS and Avaya One-X Agent platforms utilized by the Auto, Mortgage and Bank lines of business.• Created a logical multi-tenant user hierarchy to ensure separation of business lines in Verint Impact360, including single point of administration of Workforce Management plus three legacy Quality Monitoring instances with users in five domains in two Active Directory forests, saving $500K in infrastructure and licensing costs and eliminating redundant platforms.• Produced internal design, maintenance and troubleshooting documents for all platforms and led training of technical peers and business trainers.

SENIOR TELECOMMUNICATIONS ANALYSTAdministrator of Avaya 8800 IP PBX, Intuity Audix, Microsoft Unified Messaging, Avaya CMS, Avaya Proactive Contact, Verint Workforce Management, Avaya Interaction Center, Verint Witness Quality Monitoring, and call routing workflows. Coordinated and executed moves, adds and changes for 900+ employee facility, utilizing internal and external resources. Managed patching and maintenance scheduling for adjunct servers and applications.Key Achievements:• Partnered with Intervoice IVR developer and business stakeholders to create a comprehensive call routing strategy based upon EDU data elements, providing flexibility to implement changes on demand.• Developed and implemented a change request process through which the business could clearly define requirements and approvals for all changes regarding call vectoring, reporting, service level objectives and CTI integration.• Instituted new security roles and standards for adjuncts to increase uptime and ensure integrity of data provided to the business stakeholders.BUSINESS PROCESS ANALYSTSought and implemented new and innovative solutions to the challenges of the Customer Care, Collections, and Loss Mitigation Departments. Built and led teams in all aspects of special projects including requirements gathering, planning, toll-gating, user acceptance testing, and implementation.Key Achievements:• Served as the business lead in the coordination and user acceptance testing of upgrades to CTI platform, including upgrades to Avaya Interaction Center, CMS and a multi-site consolidation of three Avaya PBXs.• Authored user guides for business users and analysts of Avaya applications.