David Whiteley Email & Phone Number

Chelmsford, GB

London, GB

Enterprise Architect providing Global Strategy and Architecture with a specific focus on Omni-channel customer management and Customer Centric Architecture.

London, GB

Selby, North Yorkshire, GB

enterprise architect

Selby, North Yorkshire, GB

Enterprise architect (Group) responsible for the creation of the Omni-channel digital strategy for the Retail businesses ( Haven Power and Opus Energy). My role is to produce the, "As is" and "To Be" architecture, the current, target architecture and reference models. Produce an RFP for a digital customer management system, vendor selection and scoring.

• Review the Thomas Cook Business strategy and create an end to end contact center strategy in alignment to achieve operational and customer experience benefits.
• Write an RFP for the delivery of a Global Omni-channel customer management platform, produce the Functional and Non-functional requirements.
• Create the scoring and analysis mechanisms for the RFP
• Take part in the Vendor selection process.
• Critique vendor proposals, identify Gaps organizational, people and technology.
• Create Total Cost of Ownership (TCO) for current state and (TCO) for Vendor proposed solutions

Solution architect designing the end to end architecture and producing the design documents for the transformation of a Global Bank to digital customer management and Omni -channel. Creating a MFID 2, PCI and banking standard compliant solution. Core components Genesys eServices, Genesys SIP, Genesys GVP, Web enablement, WFM, Nice Voice Recording, Avaya.

JP

• Job Purpose & Accountability:
• Understand and translate business need drivers, priorities and strategy into a Client Target Operating Model and the people, process and technology change required.
• IT Vision / Strategy and transformational roadmap and programs of work.
• Understand the state capabilities and limitations of the current infrastructure, systems, products, services, tools and processes.
• Produce the technology roadmap to bridge the “current” with the vision”
• Drive new business and Innovation with Major Accounts

London, GB

• Leading a Global team that delivers professional services to BT Global Services Clients in the areas of Complex ICT Change, Contact centre, Business Transformation. created and delivered strategy, architecture.
• Developed practice strategy and offer set
• Sales Strategy, target setting, Growth of the practice revenue 12% with 25% gross margin, management of sales and consultancy teams.
• Won new Business to the value of £120 million across the following accounts Emirates - Global Contact Centre transformation Project - Multi-media virtual contact centre across 80 countries, Singapore Airlines - Design.
• Governance and Risk management of all Contact Architecture for external clients total £1 Billion value.

London, GB

• Business and Operational management of a team of 250 staff made up of CTO’s, Enterprise and Solution Architects providing contact centre and CRM solutions and delivery for large and complex ICT solutions typically over.
• Organisation restructuring of unit around technology area, project management and consultancy. Development of career paths in each discipline so that clear expectations over skills and capability within each area were.
• Performance management of the BT Contact Centre Technical Delivery Centre.
• Creation of new products and services such as Contact Discovery and Quick Start Methodology.
• Sales educational training in products and services to drive better client engagement and recognition of the BT Contact Centre Capability
• Recognition by Gartner that BT Contact is in the top quartile of the ability to deliver contact centre services Globally at scale.

London, GB

• Led a team of CTO’s, Enterprise and solution architects providing architecture solutions and delivery for large and complex ICT bids typically over £30 Million also BT Media and Broadcast solutions. Managed the ongoing.
• CTO – Cap Gemini Outsource of Technology Services, Lead the Cap Gemini Technical Solution Strategy, Develop and Deliver Transformation Roadmap for Cap Gemini Corporate and end client contracts which their are a total.
• CTO – Logica Outsource of Technology Services, Technical Solution Strategy, Develop and Deliver “One Logica “Strategy Globally
• Commonwealth Bank of Australia, Role: Chief Solution Architect, £500 Million Technology outsource contract for the Banks infrastructure across Australia
• Centrica Technology Outsource £150 million, Technical Director on the bid leading a team of 24 Solution Architect and technical designers. My role was to develop the client proposition to show how the “BT Offer” would.
• DWP Hosted IPCC, Transformation Consultant and Solution Architect for the IPCC deployment Overall contract value £870 Million over 5 years. 185,000 IPT Users and 30,000 Enhanced ACD (Genesys) users, core Technology.

Principal consultant CRM and customer rmanagement. Lead consultant for client enagagements such as green field creation of Daily telegraph contact centre operation in Rochester, Royal Mail customer management strategy.

Delivered contact centre consulting to major Teleco’s such as NTL, BT, Cable & Wireless. Chief Architect on the Multimedia Genesys Implementations for NTL, Remedy, and BT.Major Projects NTL Media – Chief Architect for the design and delivery of Genesys Multi-Media Contact Centre and development of bespoke applications for Desktop, loyalty, customer.

technical consultancy and design across systems serving Scotland Yard, the London Probation Service and inner London Magistrates Service. Involved in major transformation projects, major incident, traffic analysis, tempest, communications implementation and development, “999 service control centre “, command and control and security systems.Major.

Bachelor’S Degree, Electrical, Electronics And Communications Engineering And Software Applications

Higher National Diploma, Higher National Diploma Mechanical And Production Engineering And Robotics

Diploma, Robotics And Mechanical Engineering

8 O' Levels