Dale Fields Email & Phone Number

Dallas, Texas, United States

• Led the migration of contact center operations to Amazon Connect for 4,000+ employees, ensuring minimal downtime and smooth user transitions.• Designed and implemented complex Amazon Connect Contact Flows, improving customer service efficiency and agent experience.• Provided technical leadership and training for a team of 6, enhancing their expertise in Amazon Connect, RingCentral, and network troubleshooting.• Conducted comprehensive VoIP and cloud-based telephony systems troubleshooting using tools such as AWS CloudWatch and WebRTC, ensuring rapid issue resolution.• Collaborated with cross-functional teams, including DevOps and Field Support, to optimize cloud telephony infrastructure and minimize system outages.• Analyzed complex logs related to Amazon Connect and network issues• Supported migration projects for contact centers, ensuring smooth transitions with minimal disruption by utilizing advanced pre-planning and testing protocols.• Maintained and supported Nortel, Avaya, and NICE platforms, as well as documentation and user training.• Analyzed and optimized complex call routing and voice/data application configurations.• Provided training on Avaya Softphone and IP phone technology to boost organizational communication proficiency.• Led the Product Verification and Testing of complex hardware and software

Richardson, Texas, United States

• Delivered technical support for large-scale VoIP and telecommunications systems network switching and routers, resolving complex client issues.• Led hardware and software upgrades and conversions improving system performance and reliability.• Developed technical solutions and product demonstrations that improved customer satisfaction and increased product adoption rates.