Chris Riggs Email and Phone Number

Supervised three-person Scrum team of developers and five off-shore resources in reviewing client use cases, epics and user stories to continually improve company applications and enterprise solutions. Regularly updated Director on all project progress. Met with product owner delegates and clients to highlight status of each accomplishment. Worked with middleware and backend systems contacts to resolve any technical issues. * Ported AT&T’s U-Verse Tech Support and Order Management Integrated Voice Response (IVR) systems from legacy to new cloud IP Voice platform, recovering several million dollars in annual contract fees.* Introduced changes to DirecTV tech support IVR to notify caller of degraded signal strength due to weather, saving projected $2M each year.* Added automation to U-Verse Tech Support IVR to handle more U-Verse issues in IVR vs. routing calls to agent with projected savings of over $2M per year.* Consolidated AT&T legacy Southeast, West and Midwest IVR applications into single IVR on new IP platform, saving millions of dollars each year.* Built, tested and deployed to production 44 new web services with team of off-shore resources over three months. * Researched and directed team to implement bot automation movement of IVR workflows for each test environment, saving many labor hours per year.

Learned and managed new IVR platform that was deployed to rebuild all legacy Java-based IVR applications to Camunda workflows, Drool rules and groovy scripts. * Continued to utilize these tools in proprietary framework in order to build VXML pages that IVR telephony platform would play to customer callers.* Learned new Nokia Workflow Builder to house IVR business flow logic that communicates via middleware controlling IVR’s interaction with customer caller.* Key participant in designing and facilitating communications between IVR apps and Nokia workflows; earned ranking as one of Top Two experts in this IVR area.

Skillfully identified and leveraged numerous automation opportunities to eliminate error-prone and unproductive processes, utilizing current technologies. Collaborated with client and designers to translate business needs into system requirements. Worked with vendors to request necessary files to incorporate into payment IVR and interact with users. Recommended company-wide training on wide range of technical topics and personally developed classroom material. * Enhanced IVR’s high-value enterprise call router that processed hundreds of millions of transactions each month. * Selected by Director as Interim Team Lead for one-year project with six staff in developing critical enterprise ordering application enhancements. * After initial hiring out of college, tasked with handling largest piece of mission-critical COBOL framework for SBC/AT&T ordering applications that processed 25M transaction each day.