• Dedicated technical escalation point and team lead for ~1000 member global support organization including Technical Account Managers, Tier I, and Tier II Enterprise Engineers• Manages and monitors the global outage notification system and alerts all employee personnel of outage statuses• Conducts daily 1:1s with members of support by providing coaching and technical expertise on best practices toresolve complex cases• Takes ownership of escalated cases from TAM's, Tier I & II to drive fast resolution for strategic accounts such as RedHat, Scholastics, and Public Storage.• Creates, maintains, and improves internal processes to assist RingCentral's evolution in the Contact Center platform• Leverages network performance monitoring tools to trace, isolate and resolve connectivity issues• Develops customer-facing and internal knowledge base articles• Expert Scripting: Ability to create, test, and implement any script within the CC Platform to assist Enterprise Support in dynamic customer requests• Leads 12 live Contact Center Q&A sessions with 50+ Enterprise team members per month

• Managed the execution of multiple, simultaneous implementation projects of large Enterprise Contact Center customers while meeting budget, timeline, and scope • Provided technical architecture leadership, analysis, design, development, and enhancement• Developed models and scalable implementation processes that were adopted by Professional Services to save time and money• Provided technical mentorship for new and existing Implementation Managers• Partnered with Sales to lead technical discussions with key prospects and deliver proof of concepts

• Implement and manage all inContact systems.• Development of company’s front end websites, using HTML/CSS and JavaScript.• Assist in management of lead database system and importation of leads into multiple inContact dialers.

• Trained new hires on how to be subject matter experts of the inContact platform• Developed implementation methodology (BRD's, scoping process)• Delegated projects to Implementation Managers to ensure the right fit for IM's and customers alike• Oversaw Implementation Managers' projects to ensure scope and timeframes were met within budget

• Assisted inContact/internal sales team with presale scoping and demonstrations• Managed multiple clients simultaneously from start to finish by implementing them in a timely cost-effective way• Integrated client systems with the inContact platform (Zendesk, Salesforce, NetSuite, ZoHo, Trilio, RingCentral, etc.• Set up Inbound IVRs, ProActive XS Dialers, Outbound Call/Dialer Scripts, and Self-Service IVRs• Provided guided agent scripting and created documentation of Contact Centers• Trained customer admins and end users on inContact and supported clients post Go Live

• QA/Certify all election equipment for all 500+ voting precincts of Hillsborough county• Trained technicians on equipment function and utilization• Create documentation and Quick Reference Guides for critical job functions of the IT team during elections• Set up and support 20+ voting sites for 2 weeks during early voting• Lead the IT Support effort for all 1500+ poll workers

• Assist customers with first time computer setup.• Remote desktop support for any and all problems they encounter.