Collaborated with customers to accelerate project timelines and recommend best-practice architectures aligned with long-term business goals.Guided initial cloud workload deployments, facilitating knowledge transfer and developing proofs of concept.Maintained and strengthened technical relationships with customers, acting as their trusted advisor.Gathered customer feedback to influence the AWS platform's feature and service roadmap.Developed and documented best practices, technical content, and new reference architectures, including white papers, code samples, and blog posts.Promoted AWS technology by hosting workshops, engaging with user groups, participating in technical meetups, and delivering public presentations at conferences.Contributed to organizational growth by hiring, coaching, and mentoring team members.Specialized in technical domains relevant to customer outcomes and personal interests.

Educate customers on the benefits of a cloud-native contact center architecture, emphasizing the scalability, flexibility and opportunity for innovation. Demonstrate the value of AI-driven innovations within Amazon Connect to customers, highlighting measurable improvements in productivity, cost savings, and business intelligence.Develop strategic responses to complex RFPs for large-scale public sector contact center implementations, emphasizing the capabilities of Amazon Connect's AI-powered features and cloud-native architectures.Collaborate closely with Amazon's partner network and internal account teams to identify new growth opportunities, drive adoption, and scale the deployment of Amazon Connect within the public sector market. Coordinate and host demand generation events, workshops, webinars for both partners and customers to raise awareness, showcase the latest AI-powered features, and build momentum for Amazon Connect adoption in the public sector.

Work with customers to build, design, and architect solutions on AWS platform for business needs.Engage primarily with Health Care and Life Sciences customers.Heavy concentration on application development, automation, and infrastructure as code.Delivery consultant focused on delivery of application architectures, network, and system within AWS. Multiple customer-facing roles leading, identifying, scoping, and delivering complex projects.

Led migration of on-premise applications to AWS with the deployment of EC2s, Security Groups via Terraform, and IAM permissions to perform ongoing support of the new environment. Collaborated with software developers, project managers, and data scientists to deploy a system and process that would decrypt proprietary encryption headers from call recordings, allowing lines of business to perform data analysis via voice transcription that provides the advanced ability to monitor, control, and continually improve their customer experience delivery.Performed data migration of legacy call recordings from on-premise SAN/NAS devices to AWS S3 using AWS Snowballs as well as S3 bucket configuration policies. Gather technical requirements from business groups to support AWS Connect and associated resources solution architecture. Create and support AWS Connect architecture to include call flows, IAM roles, Lambda, and Kenesis integration. Coordinate, test, and implement applications and technology through projects and initiatives via Project lifecycle and Agile Scrum and Kanban methodologies.System design, architecture, and platform management for contact center solutions with a strong focus on telephone voice recording systems. Subject Matter Expert (SME) on NICE Recordings systems (8.x, 3.x, 4.x, and 6.x).Partner with vendors to ensure successful design, implementation, and on-going support and maintenance.

Responsible for System User administration changes within the supported recording platforms to include profile builds along with entitlements reviews, Agent/User MAC request, and Rules management schedules. Monitor systemic health of supporting network, hardware, and software components within the NICE and Verint infrastructure. Assist in Coordinating scheduled / emergency maintenance and repair efforts with adjacent teams and vendor partners. Help review the call recording validation process by monitoring all incoming and outgoing mailbox communication between in effort to identify and determine frequency and any trending of reported issues. Responsible for user application processes and procedures and providing training when necessary.Proactively audit user populations as it pertained to compliant and integral use of the recording playback and reporting functionalities. Partner in the consolidation efforts to migrate existing Agent/User population from End of Life software onto the new corporate accepted standard within the provided timeframe.Create MIS measurement for daily dashboard of existing and new items in the workload.Manage departmental Continuity of Business plan with associated scheduled tasks.

Provide Project Management and Technical support of Global Contact Center and Branch Compliance voice infrastructure technology.Partner with Telephony Recording vendors in completing design, implementation, and Integration efforts of new systems and enhanced systemic features.Monitor and resolve systematic alerts and equipment failures via standard trouble management process.Coordinate efforts surrounding the integration of Interaction Analytics for enhanced trending and training analysis.Complete MAC processing efforts for NICE database entitlements, rules management, schedules, and system change controls.Document and oversee control points of processes and procedures in effort to maintain Information Security integrity of voice infrastructure environments.

Provided technical and project management expertise to ensure efficient stability and functionality of the North American Contact Center voice recording infrastructure and application platforms.Managed project planning efforts for all new recording initiatives to include but not limited to: project discovery, requirement gathering, process management, implementation, and continued technical support transition through business handoff across several different versions of NICE. Coordinated North American Contact Center telephony recording system efforts under audit and compliance, risk and control, emergency response, escalation legal research, and trouble tracking processes. Responsible for management of overall efficiency and monitoring of systematic alerts, equipment failures, scheduled changes under a 24x7 on-call rotation schedule. Developed MIS reporting of company and vendor relationship to include SLAs, trending analysis, financial cost, and overall support efficiency of a $MM contract relationship. Documented and oversaw control points to maintain Information Security integrity of business telephony recording environments. Performed routine maintenance of all NICE Recording Systems databases to include entitlements, alignment, rules management, and schedules. Created and conducted application training sessions for multi-tier user functionalities.

Managed business requirements and customer service satisfaction levels for contact support group administering over company Management Stock Options and Deferred Stock Awards. Handled business integration of new products and services to better assist the client and employee as a resource and educational tool. Interfaced with local technology, training, finance, and legal organizations to meet local requirements and create a positive working partnership between business leaders. Coordinated staffing and technology requirements for all program events in conjunction with issuance of client communications. Supported hiring initiatives by conducting interviews of internal and external staff. Performed Quality Assurance call monitoring of aligned staff to ensure efficiency and effectiveness in product information delivery.

Provided technical and financial support for the 529 College Saving products offered by Citibank. Served as a Subject Matter Expert, Supervisor and Work Order Coordinator. Managed and supervised multiple projects scaled from site specific to national initiatives for implementation of new technology to both internal and external customers.