● Managed Genesys Cloud’s largest customers Support Engagement with a new Enterprise offer.● Lead and formed our new engineering team and created processes and programs for the new organization to drive operational efficiency and excellent customer experience.● Maintained a full engineering team for our normal Support structure.● Built and maintained direct relationships with our internal leadership teams to ensurequick and direct resolution of complex political and technical issues.● Built and maintained direct relationships with customer executives to ensure trust and contact for direct concerns and issues.● Drove consistent high performing key metrics for Enterprise customers and general customers.

● Led a team of 70+ Globally ● Provided input to the Global Leader for organizational planning and structure, budgets, and training; Developedand implemented global strategic and tactical plans to ensure that the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs and expectations.● Build and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experience;● Establish and evolve key performance indicators (KPI) and build high performing teams using Behavioral Based Coaching best practices;● Design and implement improvement programs to address gaps identified from KPI measures; ● Professionally handled critical customer and executive engagements to ensure that Genesys is represented in the most positive manner at all times;● Coach and lead cross-functional teams on setting objectives, project/program planning.

● Led the Client and Server team of 60+ team members globally.● Owned, tracked and reported on key performance metrics.● Understood use cases and workflows to continually assess systems, best practices, tool quality and suggested areas of improvements.● Led global support initiatives to address areas such as new product training, new process and tool training, new goals and standard methodologies.● Monitored employee and customer interactions to assess quality of service.● Developed and maintained strong partnerships with business operation teams to inspire change within defined processes and workflows.

● Lead the CSA EMEA Team● Created the TL & PE Structure for the CSA EMEA team.● Provided excellent customer service to the largest accounts in the region.● Earmarked as the Managed Service representative for the region with our largest customers.

● Managed the NA Government Vertical● Managed the process from Sales through delivery and hand off to support.● Managed multiple CSD's for the government vertical.● Managed multiple PMs from the government vertical.● Owned all three product lines from Genesys. (Engage, Connect, Cloud)● Served as the main escalation point and Customer Sponsor for all projects in Government for Engineering and Project Management.● Managed the P&L of the NA Government region.

● Managed 13 direct reports and 2 Team Leads with 4 to 5 direct reports each.● Led our "Strategic Account" program from an engineering perspective.● Worked with all skill types and all levels of engineers from Architect to Fields Engineers.● Worked closely with the roll out and creation of the SMART system.● Worked closely with the Pure Success creation program.

● Lead a team of 20+ total.● I had multiple skills and two team leads reported to me.● Lead the Architects team and created that team with the new process.● Built the “Team Lead” structure and role to give career pathing.

● Lead a team of 14 Application Developers.● Served as an escalation point for all team issues.● Lead large scale global projects as a multi skill lead.● Helped define the new organization for the skill set.● Created career pathing for the Application Development Team.● Created the review process for code release to ensure accuracy from our team.

● Lead a team of 12 Field Engineers.● Served as an escalation point for all issues engineering related in NA.● Worked on large scale global projects as an Implementation Specialist.

● Lead large scale global projects as a multi skill lead.● Helped define the new organization for the skill set.● Implemented the full PureConnect suite.

● Stepped in and took over the Virginia Employment Commission implementation and acted as the FE, IC, and PM for 80% of the project duration.● Implemented the full Interactive Intelligence suit on multiple projects.● Lead Discovery workshops.● Helped define the Sr. Field Engineer role.