Craig Powers Email & Phone Number

Indianapolis, Indiana, United States

• 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.

Indianapolis, Indiana Area

• 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.
• 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;

• 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.

Indianapolis, Indiana

• 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.

Indianapolis, Indiana Area

• 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.

Indianapolis, Indiana Area

• 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.

Indianapolis, Indiana Area

• 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.

Indianapolis, Indiana Area

• 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.

Indianapolis, Indiana Area

• 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.

Indianapolis, Indiana Area

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

Indianapolis, Indiana Area

• 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.