Scott Cooke work email
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Scott Cooke personal email
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Over time I have learned what really works to bring customers to your business and make them lifelong advocates. Artificial Intelligence powered customer journeys with AI/Agent optimized blending provides the best customer experience and business outcomes. Don't restrict your customer on how they engage you and personalize the experience based on what you know. I have the privilege of working with the best suite of products that address customer engagement, employee engagement, and business optimization. I have the privilege to work with the best brands that care about customer success. Proven technical management, architecture, and sales professional with a consistent track record of achieving goals and exceeding expectations.Specialties: Artificial Intelligence/Machine Learning Solutions: Predictive Routing, Predictive Engagement, Kate, Bot GatewayCTI and Enterprise Routing: Genesys, Cisco, Symposium, Intecom OAI, CallPathIVR: GVP, Holly, CVP, Websphere, Edify, Nuance, Direct Talk, Periphonics, IntervoiceACD: Genesys, Avaya, Cisco, Aspect, Nortel, Intecom, RockwellOutbound/Dialer: Cisco, Genesys, SoundbiteCarrier: MPLS, SIP/TDM, DMS-250/150, MGX, SiteRP, GMPLSWFM/QAM: Genesys, NICE, IEX, eWFM, Witness, eTalkReporting: CX Insights, GI2, GIM, Pulse, WebView, CC Pulse, CCon, CMSCRM: Salesforce, Oracle Service Cloud, Oracle Sales Cloud, Amdocs, ConvergysMiddleware: EAI, Citrix, Tuxedo, KafkaDevelopment: VXML, Java, VB, C++, .Net, IEF, CCXML, SCXMLVirtualization: VMWare, Docker, Kubernetes, KVM
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Enterprise ArchitectGenesysFlorida, United States
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Director Innovations ServicesGenesys Feb 2023 - PresentMenlo Park, Ca, Us
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Enterprise ArchitectGenesys Apr 2015 - Feb 2023Menlo Park, Ca, Us
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Solutions ArchitectGenesys Jan 2013 - Apr 2015Menlo Park, Ca, UsSaving the world from bad customer service by engineering and designing exceptional customer experience solutions that save money and generate revenue. I'm privileged to work with some of the top companies in the world on a daily basis.
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Director/Business Solutions ArchitectWest Interactive Jul 2009 - Jan 2013Omaha, Ne, UsResponsible for solutions architecture and developing LOEs for some of our most complex customer offerings. Provide technology and customer relationship leadership for prospective customers. Responsible for design, development, testing and implementation of a platform for this Managed Service Provider consisting of the following:Multi-tenant Genesys CIM, SIP Server/Stream Manager, Interactive Insights (GI2), InfoMart, ICON,Contact Center Advisor, eServices, Outbound Contact Server. This is a geographically redundant and fault tolerant high availability platform. -
Senior Manager Of Program And Project ManagementSprint Nextel Aug 2005 - Mar 2009Overland Park, Kansas, UsServed as the overall Program Manager/PMO for all call center technology impacts for the Unified Billing Program. This scope encompassed over 70 internal and outsourced call centers in the U.S, Canada, Mexico, India and the Philippines. Built and lead a team that designed, developed, planned, and converted all CRM, IVR integration, Routing, Desktop Call Control, CTI, and Over The Air (OTA) device programming functionality from Genesys to Cisco. -
Senior Manager Of Technical Staff/Acting DirectorSprint Nextel Jan 2002 - Aug 2005Overland Park, Kansas, UsPlayed lead role on the Integration Team for the Nextel merger. Acted as IT Program Manager for a $2 Billion Customer Service Transformation program with IBM. Responsible for leading the design, development, and implementation of one of the largest single virtual contact centers ever done. It was a new infrastructure and suite of applications based on Genesys, known as the On Demand Customer Interaction Center (ODCIC) which was successfully guided to the target state architecture. As Manager of CTI and IVR, combined 5 groups into 1 and developed new processes and procedures based on ITIL greatly increasing efficiency
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Manager Of Systems DevelopmentSprint Nextel Jan 2000 - Jan 2002Overland Park, Kansas, UsSuccessfully provided leadership, direction, and accountability for professional project and program management services to ISSD, BWM, E|Solutions, North Supply, Sprint Publishing, LDD, and PCS. Managed a project management pool with responsibilities for both some of the largest application development projects within ISSD and call center technology projects for internal and external customers through Sprint Business Integration Services (SBIS).
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Principle Program Manager 1Sprint Nextel Jan 1998 - Jan 2000Overland Park, Kansas, UsManaged Iridium project which was the first satellite cell phone system. Implemented a single virtual call center that consists of 3 Global networked call centers using Genesys for routing and CTI and replicating Oracle DB’s over a Global VPN in Orlando, FL, Zootemeer, Netherlands, and Sydney, Australia. These centers supported 13 languages. Successfully upgraded all systems for Y2K compatibility. Managed Operator Services Call Center project for Intelig (Sprint joint venture) which involved living for 3 months in Rio de Janeiro, Brazil. Traveled to Uberlandia and Sao Paulo.
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Technology Analyst IvSprint Nextel Nov 1996 - Jan 1998Overland Park, Kansas, UsRecruited to help start Sprint Business Integration Services, a professional services organization providing call center technology consulting. Managed the major infrastructure and services agreement with Saint Luke’s Shawnee Mission Health System. Responsible for drafting the SLSMHS 5 year IS strategic plans. Replaced system PBXs and implemented Voice, Video Conferencing, Teleradiology, and data utilizing an OC12 level ATM solution. Built all data and communications infrastructure for a new hospital, St. Lukes South.
Scott Cooke Skills
Scott Cooke Education Details
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The George Washington University School Of BusinessCertificate In Project Management -
Concordia UniversityComputer Science
Frequently Asked Questions about Scott Cooke
What company does Scott Cooke work for?
Scott Cooke works for Genesys
What is Scott Cooke's role at the current company?
Scott Cooke's current role is Enterprise Architect.
What is Scott Cooke's email address?
Scott Cooke's email address is ts****@****ail.com
What schools did Scott Cooke attend?
Scott Cooke attended The George Washington University School Of Business, Concordia University.
What skills is Scott Cooke known for?
Scott Cooke has skills like Ivr, Sip, Telephony, Unified Communications, Cti, Solution Architecture, Enterprise Software, Telecommunications, Contact Centers, Avaya, Vendor Management, Call Centers.
Who are Scott Cooke's colleagues?
Scott Cooke's colleagues are Rom Padilla, Jessica He, Raquel Bate, Priya Hemanath, Ricky Cheong, Nathan Moritz, Daniel Soroa.
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