Senior Director and Regional Leader of the Customer Success, Technical Account Management organisation in EMEA.The Technical Account Management service is a high impact Genesys post sale service that brings technical expertise to our customers ongoing Genesys platform adoption and expansion journey. Responsibilities include:- Collaborating with Sales, Professional Services and Customer Success (CSM) teams to identify, position and close TAM service opportunities.-… Show more Senior Director and Regional Leader of the Customer Success, Technical Account Management organisation in EMEA.The Technical Account Management service is a high impact Genesys post sale service that brings technical expertise to our customers ongoing Genesys platform adoption and expansion journey. Responsibilities include:- Collaborating with Sales, Professional Services and Customer Success (CSM) teams to identify, position and close TAM service opportunities.- Accountable for EMEA TAM Recurring Revenue, Bookings, Forecasting, Commercials & Margin.- Promote and elevate TAM service internally and externally, helping to grow our base.- Headcount Planning, Hiring, Talent Development and Organizational Efficiencies.- Continuous evolution of the TAM service. Focus on accelerating our customers journey revolving around adoption, expansion, and renewal. - Leading from the front and by example with my managers and their teams. - Nurturing a great team culture founded on our core company values, cultivating strong relationships, aligning on goals and expectation - creating space for accountability and learning.- Focus on execution. Maximising value for our customers.- Maintain and improve Employee satisfaction via empowerment, enablement and growth mindset development.- Ensure the teams are trained to the highest standard. Fully certified in professional and specialised technical subject certifications.- Act as Executive Sponsor for strategic Enterprise level accounts, ensuring cross-functional cohesion and responsiveness to customer needs. Show less

January 2023 - Regional Leader responsibilities added specifically for the Technical Account Management business and organisation in EMEA.**Promotion** - February 2022Responsible for development of regional organizational strategy, execution of Technical Account Management services and leadership of the EMEA TAM organization including driving opportunity, revenue, and pipeline.Managing teams on a global scale, mentoring, and developing line managers and extended teams… Show more January 2023 - Regional Leader responsibilities added specifically for the Technical Account Management business and organisation in EMEA.**Promotion** - February 2022Responsible for development of regional organizational strategy, execution of Technical Account Management services and leadership of the EMEA TAM organization including driving opportunity, revenue, and pipeline.Managing teams on a global scale, mentoring, and developing line managers and extended teams, promoting, and aligning with company vision and goals by embracing personal leading accountability, overseeing projects and commitments in alignment with organizational objectives. Show less

**Promotion**Responsible for managing a global team of Optimization Architects providing enhanced technical services to large enterprise customers.In addition, I am also responsible for a global team of Technical Account Managers for both Premise and Genesys Cloud customers.

**New Position/Promotion**Responsible for managing a Global team of Optimization Architects providing enhanced technical services to large enterprise Genesys customers. Working closely with Account Executives, Customers and Partners to assist in identifying and positioning our custom services where the most value and benefit will be gained.Responsible for building and developing specialised, innovative value-add Genesys technical reviews and services, focusing on… Show more **New Position/Promotion**Responsible for managing a Global team of Optimization Architects providing enhanced technical services to large enterprise Genesys customers. Working closely with Account Executives, Customers and Partners to assist in identifying and positioning our custom services where the most value and benefit will be gained.Responsible for building and developing specialised, innovative value-add Genesys technical reviews and services, focusing on optimising Genesys solutions. Lead, coach and develop the team of highly skilled Architects, providing a positive and engaging working environment for them to grow and excel. Show less

Promotion to Senior Principal Optimization Architect.

Designated Genesys technical advisor providing operational architectural evaluations based upon known deployment strategies to ensure high availability throughout solution's life cycle.Advises on how operational requirements can be properly reflected in proposed design.Identifies operation risks, and develops remediation plans accordingly. Evaluates & provides capacity planning analysis & recommendations for overall system health & stability. Provides strategic… Show more Designated Genesys technical advisor providing operational architectural evaluations based upon known deployment strategies to ensure high availability throughout solution's life cycle.Advises on how operational requirements can be properly reflected in proposed design.Identifies operation risks, and develops remediation plans accordingly. Evaluates & provides capacity planning analysis & recommendations for overall system health & stability. Provides strategic change management including expert reviews and advice on upcoming key projects such as Genesys solution upgrades, complex configuration changes or migrations and new solution introduction.Highly technical role covering the whole Genesys software portfolio, working with customers worldwide. Show less

Hybrid dual role that was undertaken for over a year before the formal role was introduced /created in our structure.This role encompasses previous responsibilities of a technical nature as well as:Working in partnership with our internal and external customers, guiding and advising on how best to optimise their Genesys solution, as well as 3rd party contact centre products in order to meet their overall business objectives or overcome challenges. Working to improve the… Show more Hybrid dual role that was undertaken for over a year before the formal role was introduced /created in our structure.This role encompasses previous responsibilities of a technical nature as well as:Working in partnership with our internal and external customers, guiding and advising on how best to optimise their Genesys solution, as well as 3rd party contact centre products in order to meet their overall business objectives or overcome challenges. Working to improve the structure and efficiency of our customers Genesys solutions.Responsible for coordinating and managing the specialist technical resources from the Genesys team. Responsible and accountable for project delivery, in most cases being a technical resource myself, to aid project delivery as a subject matter expert.Providing strategic guidance to our customers with regard to Genesys technology & IT infrastructures.Providing guidance during selection and procurement, involved in sales, business development and service design/pricing. Show less

Responsibilities are to lead, project manage, plan, scope and implement Genesys deployments across small, medium and enterprise estates. This includes all components of the Genesys suite and integration with 3rd party products.In addition to this I am responsible for the maintenance, upgrading, development and all technical support of all Genesys production and test platforms.Versions 6.x to 8.x inclusive.Qualified Genesys Certified Professional 8 - System Consultant… Show more Responsibilities are to lead, project manage, plan, scope and implement Genesys deployments across small, medium and enterprise estates. This includes all components of the Genesys suite and integration with 3rd party products.In addition to this I am responsible for the maintenance, upgrading, development and all technical support of all Genesys production and test platforms.Versions 6.x to 8.x inclusive.Qualified Genesys Certified Professional 8 - System Consultant, Inbound Voice - June 2012Qualified Genesys Certified Professional 7 System Consultant, Inbound Voice - August 2008 Show less

Responsible for the management and technical set up, configuration and maintenance of the Genesys Outbound Dialler including:Design of Genesys Outbound Routing StrategiesMaintaining & Developing CCPulse Reporting for OutboundConfiguration of Config Manager Ensuring Ofcom ComplianceIssue ManagementCampaign Efficiency, Optimisation and Management

Responsibilities included:Developing & Designing Routing StrategiesMaintaining & Developing CCPulse ReportingConfiguring Configuration ManagerManagement of Contact Centre Routing requirementsManagement of ACD RoutingAdvanced knowledge of all Contact Centre & Genesys Applications