Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale.As Senior Principal Technical Account Manager (TAM), I work closely with strategic global accounts and partners to ensure they are receiving maximum return on their Genesys investment and proactively work with them to fully understand what they are trying to achieve, both now and in the future, with its Genesys solutions. This requires a strong technical background in telephony, CTI, enterprise software, cloud technologies, and project/program management.Responsibilities:• Customer Experience Advocate - Experience as a Service• Critical Account ManagementAchievements:• Technical Account Manager for Apple for the last 7 years - largest company in the World.• Technical Account Manager for two of the Big Four banking institutions and for the leading financial technology company in the United States.

Business Operations Manager and Customer Solutions Responsible (CSR) with in-depth knowledge of GSM/UMTS, CDMA and LTE Core & RAN architectures, network dimensioning and services solutions execution. Managed the total CDMA and LTE customer solutions encompassing HW, SW, services and third party products and services. Prepared statements of work and commercial proposals which included execution strategy and associated risk management and exposure. Developed complex RFI and RFP responses. Managed off shoring and standardizations. Executed on new technologies and growth areas such as VoLTE, DAS, WiFi, and Cloud Computing.Achievements:• Secured the full CDMA network modernization for a US tier-1 operator, $26M revenue.• Drove $14M GSM iDEN, $10M CDMA BSCs, and $12M LTE turnkey wins.• Achieved Add-On Sales for $400K+ in 2014.

Managed the Ericsson RF OEM design and optimization effort for 4G and 3G networks. Drove operational readiness, markets validation and acceptance of all CDMA/EVDO and LTE RAN & RF deliverables in accordance with project schedule and interdependencies for Sprint's Network Vision.

CDMA Core Product Manager with a focus on Core Product LCM, Capacity & Architecture at the solution level. Defined requirements at product conception, managed market requirements and worked with accounts, sales, engineering and R&D teams to foster the MSC Core product position.Product management interface to customers: Verizon Wireless, Sprint, Cricket, US Tier-3operators and international operators. Developed complex business cases for program justification and managed several multimillion-dollar programs and products from concept to implementation: All-IP MSC 3000 Distributed Call Agent, Packet Gateway MSC on DCA, Cell Expansion, and MSCPooling Geo-Redundancy.Highlights:• Achieved 30% CDMA product cost reduction and established a 10-year LCM plan.• Developed and implemented a low cost network modernization program for tier-3 operators.• Conceived and managed the program that delivered 3X core capacity, and managed key programs and products that enabled Sprint’s Network Vision project, $40M+.

Engineering leader for Verizon Wireless west region team, whose purpose was to satisfy the network requirements by designing, planning, and evolving wireless network solutions such as EVDO and TrFO. Drove key business objectives by analyzing customers' future network growth and feature requirements; established national standards for network engineering and deployment and maintained key relationships with customers.(Note: formerly with Nortel from April 2008 to November 2009).

Led the development of new CDMA products and features, provided feedback on customer requirements and expectations for integration into product development. Targeted product deployability improvements to ensure products are easier to deploy, monitor, and operate, which translated to reduced maintenance costs, high capacity and better performance, easy upgrade, and customer satisfaction.

CDMA Access Technology AdvisorLed the outage eradication efforts for the CDMA/EVDO by hosting outages and follow-up cases weekly review calls, ensuring engagement from the different field support teams and driving issue resolution.Life Cycle Management Supportability Project ManagerActed as liaison between the Technology Introduction, Product Line Management, R&D, Technical Support and Emergency Recovery teams to help define and drive the supportability requirements for all wireless technologies.

Core Network Capacity and Performance Influenced Wireless R&D, Test, and PLM groups on the direction and future content of the R4 GSM, GPRS and UMTS products, based on wireless professional experience/expertise and Regional Accounts/Network Engineering feedback.Wireless Internet Services Solution PlanningPerformed network capacity and architecture analysis of Wireless Internet services and applications. Developed Java-based m-commerce applications and Wireless Internet planning and deployment tools. Assessed third party software. Designed, installed, and configured demonstration environment. Interfaced with key customers interested in the project.

Led the planning, deployment and optimization of CDMA networks in the United States and Canada. Provided technical assistance and problem solving expertise to digital telecommunications switch service providers for hardware and software products and applications.