Surf regularly.

Collaborate with customers and internal development teams to productize agent-less contact center solutions, including developing requirements and the logic/layout/design/routing of IVR telephone scripts as well as web and SMS text self-service scripts & websites. This includes the design of their associated routing logic, user interfaces, reports, configurable data & controls, associated application tools, and end-user documentation. I'm not a coder but do a little of that too. Also includes testing, QA and assisting customers with UAT of final solutions. We wear many hats in this small company. Our main client base is California local and state governments & court programs. I typically take rough technologies/functionalities and develop them into productized solutions that will work best in our customers' environments...I communicate with customers to develop requirements and work with engineering teams to implement voice & web solutions that will meet customer contact center needs. Working with software developers to design improved IVR solutions and even development tools. Develop/upgrade product documentation. Train customers in product use & functionality.

Technical management & support of enterprise customers for Five9 cloud-based contact center solutions.o Manage enterprise account projects and support activities o Hands-on development/configuration/testing/deployment of contact center solutions to meet business needs  Develop inbound & outbound campaigns, IVR scripts, user/skill management, outbound dialing strategies, custom reportso Manage accounts during service interruptions and outages; manage escalations o Hands-on use and configuration of contact center user interfaces: Agent controls & displays, real-time monitoring displays/controls & metrics, administration & configuration, reporting & dashboards

Business Applications Group Outbound Voice, Proactive Contact Voice/eMail/SMS, & Agent Scripting product set Genesys Quality Management and IP Call Recording suite Federated Customer Service solution Genesys Telephony Server (T-Server) applicationsProduct Management for Genesys contact center softwareo Develop Genesys product strategies, requirements, roadmaps, & use caseso Develop Genesys solution architectures, features, and documentation with Engineering teamso Guide/manage cross-functional engineering teams in Genesys application/feature developmento Review Genesys product solutions with customers o Create/deliver product presentations for customers & partners and at annual user conferenceso Develop market and competitive analysiso Assist in case studies, marketing communications & collateral, pricing & packaging

Responsible for SDLC and WW development & delivery of Genesys’ core software API: 27 Premise T-Server/8 HA Proxy products which provide the interface for Genesys’ suite of products to 36 vendor PBXs.

Developed Genesys SDLC processes & Beta-Testing Program. Customer account/escalation management.

Engineering Duty Officer (EDO): Supporting aircraft systems business evaluations, logistics, IS, and management of engineering services at NAVAIR.

Software implementation and life cycle management of web applications and ERP systems.

Department Head, Fighter Squadron VF-211Three tours to Iraq/Persian Gulf aboard USS Nimitz with Fighter Squadrons VF-24 & VF-211 - Responsible for planning/leading/executing complex multi-aircraft flight events U.S. Naval Test Pilot School graduate (Systems Curriculum) - trained in flight testing processes/procedures, professional program/project management, and effective communications for testing of developmental aircraft systemsDevelopmental Flight Test Project Officer, Naval Strike Aircraft Test Squadron, Patuxent River, MDOperational Flight Test Project Officer, VX-4 Operational Test Squadron, Pt. Mugu, CA Branch Head: Quality Assurance Officer, Aircrew Training Officer, Avionics Branch OfficerTop Gun graduateDistinguished Naval Graduate Awards: Air Medal (2), Navy Achievement Medal (4), Armed Forces Expeditionary Medal, Kuwait Liberation Medal, National Defense Service Medal, Navy/Meritorious Unit Commendation medals