-Architect voice channel for multi-channel in-house built contact center platform handling 250,000+ customer interactions per day-Collaborate with stakeholders, partners, and business areas to migrate from multiple contact center platforms including Avaya, Cisco, and 8x8 to new platform-Manage $MM vendor relationships with Cloud providers through weekly meetings, both live and virtual-Technical lead for Engineers working on both our new platform and a legacy UCCE stack supporting 35+ global contact centers and 15,000+ customer service agents-Mentor Engineers of diverse career levels in all aspects of voice and contact center technology and processes

-Created and implemented acquisition migration plans for global contact center technology stack from Orbitz to Expedia-Designed, delivered, and supported contact center routing solutions with multiple vendors-Managed international Cisco UCCE installation and call center vendors

-Technical lead for migration of over 250,000 end points from Avaya to Cisco UCCE for a Fortune 50 financial services client handling millions of customer contacts per day-Managed a global team of 15+ resources to gather requirements, build technical solutions, and implement functionality for contact center operations-Interface between business areas and systems department to design, implement, and support the largest Cisco VOIP network in existence-Contributed to long term key relationship between Accenture and client