As the Senior CX Technology Manager at HelloFresh, I manage the strategy and direction for all customer interaction systems across our diverse e-grocery meal kit brands in North America. My role is pivotal in optimizing the contact experience and operationalizing practical and functional initiatives to deliver tangible benefits to both internal and external customers.**Key Responsibilities:*** Strategy & Direction: Lead the strategic planning and direction for customer interaction systems to enhance the overall customer experience.* System Optimization: Utilize Genesys Cloud and novel AI technologies to streamline and improve the efficiency of our customer interaction platforms.* Operational Excellence: Implement and manage initiatives that operationalize best practices, ensuring practical and functional improvements.* Cross-Functional Collaboration: Work closely with various teams to ensure the seamless integration and optimization of technology solutions.* Customer Focus: Prioritize the needs and feedback of customers to continuously refine and enhance our service offerings.**Achievements:*** Successfully designed, and developed queue routing applications to deflect calls for known issues resulting in 18% deflection and recovery of service level.* Led projects to fully leverage the existing tech stack, optimizing SaaS spend and reducing redundant applications.* Developed and maintained robust systems that support over 10 million interactions annually across 5 channels.**Technologies & Tools:*** Major Contact Center and related software (Genesys, Avaya, Five9, Cisco IPCC, WFM)* CRM Systems (Salesforce, ServiceNow, custom)* Data Analytics Tools and Development (Python, Databricks, Tableau, Excel)

Offered consulting services for contact center and customer experience initiatives, as well as CRM and migration solutions.* Assisted expanding clients in obtaining a 360-degree view of their organizations, along with valuable insights into potential opportunities.* Managed contact center migration programs for customers and conducted contact center evaluations and comparative studies.* Provided cloud spending analysis and optimization services.

As a service transformation consultant manager, worked with a broad range of clients, including F100 companies and the federal government.* Supervised and provided guidance to new associates on daily operations and technical subjects.* Led contact center engagements and programs for federal government and healthcare providers.* Provided advisory services to healthcare providers, including large hospital groups, on complex contact center implementations and transformations.* Managed program work streams using Jira and Confluence, employing both Agile and Waterfall methodologies, and acted as the Scrum Master for deployments.

Managed programs for the support desk organization in new client deployments and technology strategy, providing ongoing support through RTA data and reporting. Acted as the subject matter expert in contact center telecom, agent tools, IAM, SSO, networking, and other related areas.* Designed, delivered, and maintained healthcare and enterprise client accounts in a full-service managed services setting.* Enabled the deployment of Verint workforce management program for the worldwide service desk, comprising 3000+ agents, at launch.* Led and directed the deployment of the Massachusetts Health Connector contact center, serving as the director for the project. Managed the design and implementation of networking and telephony solutions.* Updated and maintained Sharepoint, Jira, and Confluence sites for each deployment.* Supervised programs and projects, utilizing both Agile and Waterfall methodologies, with contracts valued at over $10M.* Acted as the escalation point for complex programs and issues for C-suite and executive leadership.

Collaborated with executive-level leadership to devise strategies aimed at enhancing customer experience in the telecom industry. Orchestrated the execution of these solutions by working closely with the IT team to ensure measurable improvements in NPS and CSAT measurements.* Supervise the strategic planning, development, staffing, management, and financial performance of contact center campaigns.* Provided consultation and design for enterprise-quality contact centers, emphasizing cost reduction, efficiency, and optimal customer experience.* Maintained relationships with critical internal business partners, offering frequent updates and consultation on solutions.* Handled communications and meetings for IT telecom deployments, concurrently managing bridge communication between customers and IT.* Supervised, mentored, and trained junior Telecom analysts and agents in IT telephony and networking.* Delivered enterprise quality contact center consultation and design, focusing on reduced costs, efficiency and a positive customer experience.

As a manager, I provided supervision for a global team of analysts in a 24/7 IT contact center support and development team that had over 8 members. In addition to my supervisory duties, I also offered coaching and mentoring to the team.* Implemented process enabling partners to manage operating hours, reducing IT submissions & costs. Result: 20% fewer requests, saving $120K/year & greater queue flexibility for partners.* Facilitated the progression of junior-level analysts to subject matter experts by providing regular training and consultations.* As the technical lead, I played a key role in a significant consolidation program that eliminated expensive toll-free number charges, resulting in major operational expenditure savings of over $20M annually.* Delivered vendor management services, collaborating closely with contact center and marketing vendors to accomplish campaign objectives.* Executed call routing scripts and developed detailed designs for telecom routing solutions.

Supported a diverse group of users on complex medical imaging software, which spanned across multiple technologies as well as other complimentary applications. * Coordinated the restructuring of the knowledge-base system including editing, retiring, and adding articles in a Service Desk environment. * Trained and instructed new employees in the desktop support team in day to day operations as well as general technical concepts. * Served as technical consultant for the implementation of a hosted HR/Payroll application serving the entire organization. * Engineered a desktop imaging solution to decrease time to recover workstations from hardware and software failure.

Working primarily with a custom, script driven application; tested a variety of scenarios to with unreleased processors.* Analyzed and debugged scripts written in C#. * Regressed failures and wrote accompanying documentation on failures. * Worked with a senior software developer to troubleshoot and solve advanced script related issues as well as develop feature upgrades and bug fixes.

Provided technical support, system administration, and product management for an industry leading property management software suite, including online bookings made directly through customers' web sites or through the GDS network (Travelocity, Orbitz, Expedia etc...). * Maintained in house and co-located workstations and servers. * Provided advanced support and training to specialize end users via phone, email, and forums. * Maintained Windows servers ranging from Windows 2000 to Server 2003, duties ranging from user administration to IIS maintenance. * Initiated a uniform system image for all workstations in house and also started the Active Directory reorganization project. * Served as product manager, working closely with developers to develop, test, and debug ASP.NET web applications through the entire SDLC