Chris Mackall Email & Phone Number

Cincinnati, Ohio, US

• Assembled a dedicated Telecom Engineering software development team, comprised of high-caliber talent. Projects included:
• Led architecture development and build out of a centralized open source phone system and API services for retail locations, saving $20K in licensing per retail store deployment, ramping up to $20M in savings, as.
• Spearheaded development and launch of Natural Language Understanding IVR to 2000+ retail pharmacies, resulting in $6M in savings, annually.
• Created a telecom centralized self-service portal for multiple telephony platforms, leading to configuration of features that cross multiple platforms and better inventory management.
• Led the reorganization of a 22-member team into 3 focused verticals setting the foundation for increased velocity.

Cincinnati, Ohio, US

• Orchestrated all facets of execution of four payment IVR applications, leading multiple internal and external teams to achieve $1.4M in annual labor savings. Influenced Kroger software architecture teams to share.
• Created and deployed Spring Boot application on Pivotal Cloud Foundry, using Team City, for self-service provisioning of audio conference accounts.
• Implemented Cisco Voice Portal instance exceeding PCI security requirements.

Cincinnati, Ohio, US

• Managed multiple projects, including:
• Designed and integrated third-party contact center to increase staff and save $1.5M, annually.
• Consolidated SIP providers and optimized call routing, saving $400K+, per year.
• Created Cisco UCM version update automation for retail locations.
• Led external partner developers in the creation of a fully featured CTI client for retail pharmacy call center, leading to better workflow, and the execution of a centralized Interactive Voice Response (IVR) call flow.
• Developed and executed automation and transitioned centralized IVR system to Fred Meyer retail division for $300K in annual savings.

Cincinnati, Ohio, US

• Drove results for projects for enterprise VoIP conversion and design/automation of retail pharmacy call center architecture.
• Completed VoIP conversion project on time, under budget, and generating $6M in annual savings, while also constructing a framework for advanced voice technologies. Created VoIP architecture for interoperability/routing.
• New automated retail pharmacy call center architecture increased customer OSAT scores. Also, created agent CTI application, allowing pharmacy call center to scale while full featured app was developed.

Cincinnati, Ohio, US

• Delivered excellent outcomes for special projects.
• Identified opportunity for, and created multi-threaded object-oriented framework for automating changes and ensued standardization on 1200+ Nortel Business Communication Manager phone systems.
• Developed and presented open source phone system strategy to C-level executives, demonstrating a Telecom Engineering path from cost center to profit center.
• Completed Request for proposal (RFP), partner selection, and proof concept (POC) for enterprise VoIP conversion.
• Created front end IVR for Router Refresh project enabling field techs to install equipment.

US

Implemented HP Warranty repair program at 2 store locations driving an additional $72,000 in gross profit annually.