Scaled ANZ Solutions team by 200+%, attracting, hiring, managing and developing top pre-sales engineering talent including overlay/specialist engineers. In partnership with sales the solutions team I led grew annual recurring revenues over 30xDirecting pre-sales strategy & execution across multiple sales teams/segments (30+ accounts executives, 3 sales directors), spanning startups through to enterpriseStrong team engagement with a high performance and innovative culture, consistently exceeding regional sales targets across multiple periods of 100+% YoY growthDirecting and influencing C-level engagements with high stakes and impact for Twilio, securing and expanding key accounts in ANZCross-functional collaboration to influence & drive change in product, marketing & sales programsLeading authentically to instill professional excellence and company values across all staff

Engagement Cloud + Programmable Communications + Super NetworkBuilding blocks to add messaging, voice, and video into your web and mobile applications with global reach and high reliabilityPowering the future of business communications and exceptional customer experiences

A Solution Architect in the Customer Experience (CX) & Collaboration business unit is a technology specialist across Contact Centre and Unified Communications products and services. The primary purpose of CX is to help our clients serve their customers better. We aim to accelerate our client's ambition through the expert application of technology, consulting and services to provide a total solution that delivers meaningful and tangible business outcomes.Key responsibilities:- In select strategic accounts, develop strong customer relationships and identify opportunities as the primary technical pre-sales representative- Develop the solution design, scope opportunities and select the right approach for the delivery of complex contact centre solution through cloud/ITO, professional services and managed services.- Provide a consulting-led approach to sales, engaging with contact centre business and technology owners- Understand and articulate global contact centre benchmarks including key technology drivers and strategic shifts in customer service- Participate in strategic planning for key customers, developing road maps and to help maximise benefits from their technology investments- Enable customers to identify and gain efficiencies through software automation, API integration, data analytics, and seamless omni-channel experiences- Leverage cloud technology, as-a-service (OPEX) pricing models and agile development processes to increase business agility and strive for outcome driven solutions- On-going personal development to stay abreast of customer contact technologies, unified communications and the broader IT landscape- Act as a leader and drive innovation within Dimension Data and the client's organisation to provide even greater value for customers

Support, mentor & guide a team of engineers of varying levels of experience and backgrounds, building team cohesion and a friendly, yet high performance cultureForecast staffing needs and conduct interviews to hire specialised engineering talent with the right behaviours and skills to grow the team, ensure alignment and deliver joint successScope, manage and lead professional services projects (enterprise & contact centre integration) with combined revenues in excess of $2 million annually across at least half a dozen strategic accounts many with Managed Service contracts of over $5m/yearBuild strong relationships within key customer accounts to work towards a trusted advisor status, increasing customer satisfaction and to grow the professional services businessFoster and champion disruptive ideas and develop innovation programs within small change-focused groups that cross organisational boundaries, with a role of preparing and educating peers on organisational change and transformation (particularly in areas of software technology)Focused on creating a DevOps and lean development bias within the organisation to reduce cost, forge synergies between delivery teams and maximise customer value

Technical Lead on Cisco UCCE/CUCM Contact Centre lifecycle replacement project for one of Australia's largest financial institutions. Supporting a team of engineers delivering a >1000 seat Contact Center solution across two data centers and multiple branch locations including migration from legacy Nortel and greenfield sites. Chief Architect and Designer of real-time monitoring application (wallboard) for the Contact Center - supporting data collection across multiple channels and multiple vendors. Designed as re-usable IP that can easily be customised via configuration for differing customer requirements and has been deployed into production for numerous UCCE/UCCX customers. Java/Spring/Cometd server integrating to HTML5/CSS3/Dojo/JQuery front-end.Technical Lead & Developer - Voice XML based J2EE application server supporting secure credit card transactions for over 70 billers with varied prompts and call flows. In addition to delivering the core application server and service creation environment, the development included integration to in-house payment gateways and third-party tokenisation services. 1st Tier mobile provider + MVNOTechnical Lead & Developer - High-performance CCXML based call-control server developed in Java connecting Alcatel IN, Cisco/Geotel ICM environment with Holly based IVRs - 1st Tier TelcoTechnical Lead for re-architecture of Nortel MPS based IVRs for PCI compliance, including implementation of Cisco ACLs, Solaris 8/10 server hardening, application security enhancements, integration with Active Directory, TACACS and Juniper IDP - 1st Tier Telco.Audium and CVP IVR script development for various mobile operatorsDeveloped and presented training sessions on Maven, Git, Java technologies and Agile development

- Assisting small and medium sized organisations with their CX & IT strategy- Advising on technology solutions to scale & achieve measurable business outcomes - Designed & built Cloud API-based Contact Centres (Twilio) for start-up companies- Consulting on CX to business teams from concept, roll-out through the life-cycle- Co-design cloud-based video chat/conferencing solution for KYC “digital bank” process

Achievements: * 4+ years of contributing significant enhancements and modifications to Avaya's enterprise PBX call-processing software (Avaya Aura Communication Manager) running on Linux platform (C/C++, embedded, multi-million line code base) * System Engineering and design of H.323/SIP call flows for multi-vendor enterprise video conferencing * Authoring of technical documents for development: software requirements specification, software design documents, test specifications and test execution reports - experience with the entire SDLC * Provided design and test guidance within organisation as Subject Matter Expert for SIP video and multimedia call-processing * Worked closely with engineers from Avaya's video integration partners: Tandberg, Polycom and Lifesize in issue management, roadmap development and standards discussions * Delivered training and knowledge transfers to internal R&D, pre-sales and business partners on the Avaya Aura Video Conferencing solution * Developed automated test frameworks for functional and performance testing * Installation/Administration of Avaya Aura Communication Manager development and test lab * System Administration of Linux and Solaris workgroup servers, NIS/NFS/SVN