Functional owner of contact center technology platforms including Avaya ACD, Verint WFM/Recording/Quality, Edify EVIP integrated IVR, and NICE omni-channel suite (CXOne, Engage, Nexidia, Enlighten, Quality Central, Satmetrix).Responsible for IT operations including end user support, project support, system maintenance and new feature development. Primary liaison between IT and Business Operations team. - Led project to replace legacy systems with Cloud CCaaS - Facilitated requirements sessions to scope new projects and feature enhancements

Responsible for CCT Operations for 600+ seat contact center. Avaya ACD, Verint CCT, Edify IVR

• Accountable for development and execution of multiple accounts worth $6M annually• Launched multiple programs in domestic and near-shore geographies; primary owner for technology landscape design and integration of new systems with legacy platforms• Prepared and presented weekly status updates and monthly business reviews for executive management and clients• Consulted with Sales team on new client acquisitions to scope legacy operations for conversion to an outsource model, and managed transitions for clients• Responsible for financial management including forecasting, budgeting, monthly and quarterly projections, and cost controls • As Site Director, directly managed all aspects of a 500-seat outsourced contact centero Responsible for personnel management, development, and employee lifecycles for 650+ people o Owned financial and general operations for the site, including attainment of call center KPIs, client satisfaction, and employee retention and satisfaction goals