Dave Prichard Email & Phone Number

Delivering omnichannel contact centre solutions and services

London, United Kingdom, GB

Global Program Lead to the HSBC Global Contact Centre NGT programDelivery of a global Genesys solution, delivering business managed and configurable omnichannel routing and reporting, covering inbound voice, email and mobile voice click to call / click to callback, covering 26,000+ Agents, across 150+ separate HSBC business domains in 35+ countries in.

Essen, DE

Providing program leadership, management, solution and business consultancy to support Eon transformation to an Omnichannel Digital Customer Experience strategy.

San Francisco, CA, US

• Solution architecture, design and delivery of a global omni-channel IP contact centre customer service digital platform across US, EU and APAC, covering o Voice o Video o Email o Web-chat o Social Media o SMS o Mobile.
• Defining the overall enterprise and solution architecture
• Supporting and enabling the business CX transformation
• Definition of the technology roadmap and multi-channel ecosystems
• Cross functional engagement, managing close business and technical partnership approach
• Managing and working closely with 3rd party vendors, delivery teams and internal delivery

Reading, Berkshire, GB

• Solution design and delivery of a 6,000 seat omni-channel IP contact centre customer service digital platform, covering o 1,200 port Speech Storm IVR self-service business managed platformo Business operated.
• Defining the business digital strategy and solution delivery roadmap.
• Providing business analysis, consultancy and delivering the end to end business design to provide business operations agility and technology independence.
• Defining existing and new business processes within business operations and support model.
• Technical consultancy solution architecture design and integration, technical/solution mentoring
• Collaboration with BSS, EI and infrastructure solution architects to define the overall business and solution architecture.

Edinburgh, Scotland, GB

Working as a solution architect with all areas of the business, working with and managing 3rd party suppliers to support the final stage of transformation of financial products, services and customers across to Tesco Bank. Defining a contact centre technology strategy, service and roadmap.

Solution Architect responsible for pre-sales solution design and post sales solution design and delivery.

Bryanston, Johannesburg, ZA

Functioning as a Genesys Principle Consultant within Dimension Data CIS LOB operating in a Pre-Sales and Project Lead capacity for all Genesys SIP/TDM solutions and customer. Solutions cover mutli-national deployments of 6000+ Agents. Solution Architect/Design Authority from cradle to grave.

Bryanston, Johannesburg, ZA

Functioning as a Genesys Senior Technical Consultant within Dimension Data CIS LOB operating in a Project Lead capacity for all Genesys SIP/TDM solutions and customer. Solutions cover mutli-national deployments of 6000+ Agents. Design Authority for all Dimension Data Genesys solutions.

Munich, DE

Design Authority and Project Lead in designing a large Genesys virtual contact centre (4000+ Agents) for a large utility company. Design authority for a 100,000 hosted SIP communications platform for a multinational communications organisation.

London, GB

Design Authority for a large (4000+ seat) government agency Genesys multi-site contact centre.

Fleet, Hampshire, GB

Senior Consultant and Design Authority for a large number of Genesys and Alcatel CCD contact centres all over the UK (circa 75), ranging from 50 Agents upto 1000 Agents.

Espoo, Southern Finland, FI

London, GB

GB