Consulting, designing, and otherwise supporting sales of Lifesize (Serenova) CCaaS Contact Center solution – CxEngage and VCaaS products. -Conducted in-depth product demonstrations, answering technical inquiries, and gathering customer requirements with strong focus on business value. -Developed and maintained relationships with key stakeholders, including C-level executives, IT managers, and contact center managers, to understand their business needs and provide effective solutions. -Worked closely with the sales team to identify and qualify leads, develop sales strategies, and close deals to achieve revenue targets. -Collaborated with the product management and engineering teams to provide customer feedback and insights to influence product development and improvement. -Conducted market research and competitive analysis to stay updated on industry trends and identify opportunities for business growth. -Provided post-sales technical support, configuration, and troubleshooting, to ensure customer satisfaction and long-term success. -Technologies include Omnichannel CCaaS features, voice/chat/email/SMS, WFM, Conversational IVR, Historical and Realtime reporting, and others.

Designing best-in-class Avaya voice and omnichannel solutions in the Avaya Private Cloud!Consult, design, and oversee implementation of Avaya-based Contact Center and Unified Communication solutions.- In both pre-sale and after-sale capacity with customer stakeholders and Avaya sales teams gathered technical requirements and created and documented future state solution designs.- Skilled in engaging customers to lead the discovery of existing Avaya on-premise deployments to determine the best strategy for migrating to Avaya Private Cloud.- Designed and maintained documentation, workbooks, and Visio diagrams of complex Avaya Aura suite including System Manager, Session Manager, ASBCE SIP/SRTP, Communication Manager, AAMS, Messaging and including Control Manager, AWFO, Audiocodes, among others.- Designs include integration to existing customer 3rd party tools (NICE Engage, Virtual Hold, AAEP applications, custom CTI applications)- Regularly presented design and status of deployment and integration to customer Executive Management and stakeholders. - Provided technical oversight of project implementation to ensure conforming to published reference architecture (best practices, security) while simultaneously adapting to include customer-specific requirements which are outside of the reference architecture.- Supported APS engineers in configuration, troubleshooting, testing, and maintenance of all Avaya suite components in the Avaya Private Cloud.- Comfortable with quickly learning new technologies to integrate them into customer environment and leading the engagement other team members in the mentorship of them.

TTEC (was Teletech) – Telecommunications Architect Englewood, COJanuary 2016 – PresentArchitecture and support for private, cloud-based, onmichannel product, chat, email, voice, SMS. Led in the architecture of the Avaya-based 24/7 call center supporting more than 18,000 agents worldwide. - Led architecture of a Bright Pattern omni-channel solutions (chat, email, voice) integrating with AI IBM Watson and NICE using SIPREC among others.- Led a team of 15 contractors and employees in migrating (analysis, design, and implementation) of complex Aspect IVR call flows to an Avaya Communication Manager environment. - Responsible for the planning and design of new technologies to be integrated into a large, globally dispersed Avaya infrastructure.- Directed and implemented the upgrade and migration to VMware - 5 independent complex Avaya contact center environments including Avaya Communication Manager (CM), Avaya Application Enablement Services (AES), and Avaya CMS.- Completed the migration in roughly 6 months with very little unexpected downtime by our customers.- Designed and directed deployment of a complex SIP deployment of Avaya System Manager (SMGR) and Session Managers (SM) for SIP trunking to Sonus SBC.- Top-level escalation point (Tier 3) for customer priority escalations. Acted both a technical resource as well as to help direct the escalations to closure.- Integrated and supported deployment of NICE Engage deployment with these same large and complex Communication Manager environments.- Designed and acted as technical resource for advanced omni-channel deployments of Avaya Elite Multichannel, Avaya Breeze, Café-X Supervisor Assist, and other strategic initiatives.- Experienced in design of a Avaya Aura Media Server deployment in replacement of existing G650 port networks.

-Designed and deployed a large scale test environment including a number of Avaya products with the intent on simulating larger customer environments.- Complex integrations involving a number of Avaya components, Communication Manager (CM), Application Enablement Server (AES), System Manager (SMGR), Session Manager (SM), Engagement Development Platform (EDP) which later became Breeze and it's own applications, Avaya WFO (specifically Avaya Call Recorder (ACR)).- Ran loads against this system and monitored performance using VMware 5.5 resource and performance tools.- Designed and wrote custom PowerCLI scripts to gather VMware performance numbers for analysis later.

Acted as team-lead in preparing both internal teams and Partners as products are developed and brought to market. Ensure product quality through close interaction with the development teams and early engagement as product requirements are being defined. Teamed with development groups throughout the SDLC to ensure product quality Reviewed requirements documentation and partnered with Product Management to act as a customer advocate. Created new, updated and documented existing workflow processes. Developed customer facing documentation to ease product implementation. Developed and led detailed virtual and live technical training sessions Designed, deployed and supported a VMware infrastructure in a production network including both NFS NAS and an iSCSI SAN. Completed VMware vSphere Fast Track training and in study to take VCP exam Engaged during Beta deployments as technical resource to the customer and internal teams. Included troubleshooting, log collection and MR creation when software outages were discovered. Utilized PHP and bash shell scripts to create tools which were deployed for internal use Installed and maintained lab systems with early development releases Supported new product releases during internal Alpha trials and customer facing beta trials. Coordinated, designed and deployed products into a complex Alpha environment engaging resources from multiple teams. Deployment designs based on solution requirements. Closely engaged with customers and business partners throughout solution design, implementation and post-implementation support.

Key contributor in testing and validation of Avaya IVR and Voice Messaging products. Included the creation and execution of detailed test plans as well as the creation of a complex automated testing framework. Experienced in both Agile and Waterfall methodology development processes Created, reviewed and executed test plans and resulting test cases. Test cases and plans were entered into and tracked in Test Director / Quality Center Test scenarios involved complex scenarios which required considerable configuration and integration with other products. Developed and implemented an automated testing framework using written in HVB and PHP for the Hammer load generation system Coordinated and led a cross organizational and multi-site team responsible for system level and interoperability testing of Avaya Communication Manager, SIP Enablement Server and Modular Messaging Led peer training sessions, including a week long session in Pune, India, on the Hammer load generation system Acted as a SME for multiple Avaya lab locations by supporting the installation, configuration and debugging/troubleshooting of the Modular Messaging product