Edwin Moore Email and Phone Number

- Leads cross functional teams to integrate areas of improvement into systems development and project management life cycle processes, and translate business requirements into technical requirements.- Plans and manages multiple, large-sized projects of high complexity, which utilize and/or rely on technology to provide contact centers with the tools and information required to provide the customers with high level of services possible.- Provides technical expertise to management and Information Technology (IT) to facilitate planning, set direction, define business initiatives, requirements and develop solutions.

Collaborate with business partners to analyze and understand business requirements/needs to implement and deploy technology solutions to improve the client customer service and efficient. Charged with working closely with technical staff for planning, analysis, architecture design, implementation and technical support related to Automation, Networks, Telephony and Interactive Voice Respond solutions. 2016 Accomplishments:- Appointed by the client as the Program Manager for New IVR Solution Deployment - Developed and approved all Change Request (CRs).- Led the transition from the old platform to a new hosted solution in the cloud (HA solution at two data centers). - Maintained the Project Plan throughout the Delivery Lifecycle- Led SIT, CAT and Pre-Prod Testing- Delivered Phase I and Phase II of the delivery Lifecycle on-time. - Author & Designer for all IVR Callflows and process improvements.- Technical Advisor to the client for automation, network design and IVR deployment. 2015 Accomplishments:- Converted the business requirements into technical designs for a new IVR solution.- Completed the development of the new IVR implementation project plan.- Completed the rewrite of all experience flows, developed new backend integration data elements and designed the new VUI for the new IVR.- Completed the development of new CTI requirements for the client.- Completed the architecture design and new Stats views for the new Wallboards solution for all of the client Contact Centers and HQ location. - Lead Professional Service consultant in the redesign of the client IVR with Speech recognition technology, CTI deployment and back-end system integration to improve the client current self-service solution.

Collaborate with business partners to analyze and understand business requirements/needs to implement and deploy technology solutions to improve the client customer service and efficient. Charged with working closely with technical staff for planning, analysis, architecture design, implementation and technical support related to Automation, Network, Telephony and Interactive Voice Respond solutions. .2014 Accomplishments:- Completed phase one of the Lean Six Sigma evaluation of the client current IVR.- Deployed an additional Contact Center in 2014 which increase the operation to 4 sites & 1500 agents.- Delivered the new IVR requirements and SOW to the client - May 30th, 2014. - Completed the development on new requirements for the new IVR - May 29th, 2014.- Deployed the Genesys Skills Assessor application into production - May 19th, 2014. - Completed System Acceptance Testing & User Acceptance Testing for the Skills Assessor application.- Completed the Client Organization Hierarchy import into Skills Assessor MS SQL database. - Completed the configuration of the Genesys Skills Assessor application. - Completed the Skills Assessor Deployment schedule for Go-Live of the application into production.- Completed the requirements, technical analysis and the development of the new Wallboard solution design (RMG-Simon Solution) to integrate with Genesys Stats Servers.- Worked with the IT Technical team to complete the deployment of Genesys Media Lifecycle Management (MLM) tool to archive all Call Recording based on the requirements (delivered on June 30th, 2014).- Completed the development of the Genesys Call Recording Archive requirements (1 to 90 days online, archive any call recordings greater than 90 days off-line and keep them for 1 year then any call recordings greater than 365 days can be purged) for the client. - Completed the development of requirements for Outbound Call Recording and delivered them to the Client IT team on April 22, 2014.

Program Manager: overseeing the evaluation of Contact Center operations and developing strategies for improvement. Collaborate with business partners to analyze and understand business requirements/needs to implement and deploy new technology solutions. 2013 Accomplishments (Genesys Tools): - Technical Advisor on all of the Genesys Tools (CIM, WFM, Call Recording, Quality Management, Advisor, CCPulse+, Training Manager, Skills Assessor, Interactive Insights and GVP).- Worked with the Vendor in the development of an Import API to have the ability to import Historical Training data into Genesys Skills Assessor application. - Completed the development of a Change Management process for the Genesys Applications & Platform.- Develop a strategy to transfer the knowledge of supporting and managing the Genesys Application Suite.- Complete the knowledge transfer processes that will allow existing client staff members to transition their skills to the management of the new Contact Centers operation.- Business optimization by performing a business analysis of the outsourced Contact Centers and making recommendation on KPIs and best practices for the insourcing of these call centers operation. - Implementation of three (3) new Contact Centers (1100 agents).IT enablement: Enabling business capabilities through innovative information technologies deployment - Genesys CIM, CCPulse+, WFM (JDK, Genesys Adapter, Apache httph), Call Recording (SCC, SRS, MUS, SME), Quality Management, IWS, InforMart (ICON, Tsevers, Interaction Sever), Interactive Insight, Wallboards, Advisor, Training Manager (JavaScript, .Net Framework 4.0, IIS 7), Skills Assessor, SkillsPortal (JavaScript, .Net Framework 4.0, IIS 7), GVP, SIP (AudioCodes SIP Gateways, SIP Trunks, SIP Servers).

Office of Information Technology Services: Jan. 2007 - Mar. 2012 (IT Manager - Networking Contact Center Services), Raleigh, NCFunction as the Manager and Principal Consultant for the Contact Center Product Team. Results: Development of technical specifications and requirements for the new promise based Cloud Contact Center architecture using a Software-as-a-Services (SaaS) solution for ACD/Skills-based routing, CTI, Call Recording, Predictive Dialer and WFM. Results: A redesign of the current IVR and voice infrastructure. Currently upgrading the Genesys Voice Portal version 7.2 to 8.1x, implementing Genesys SIP Servers, replacing IPCS with Genesys Media Control Servers and the implementation of Session Border Controller to receive calls from the PSTN via SIP trunking. Results: Performed the transformation of a manual unemployment filling system to a Genesys Voice Portal (v7.2) Self-Service IVR solution with Nuance (OSR 3.0 & RealSpeak 4.0) Speech Recognition integrated with the CTI and Predictive Dialer services to enhance the end-to-end customer experience. Results: Implementation of a new Genesys Voice Portal (v7.2) IVR system integrated with the mainframe and CTI application to transform the old application to an end-to-end Self-Service solution that receive eight (8) million calls per year and 85% are resolved in the self-service IVR without being transferred to a Child Support Enforcement customer service representative. We utilized Web-Sphere (v6.0) for the Web Application Server with DB2 connectors and stored procedures to integrate to the mainframe. Results: Implementation of a new enterprise Call Recording system (NICE) that can record all calls for compliance, to monitor agent performance or to support a quality management program, or some combination to enhance the customer service process at several Call Centers across the State.

Function as the Manager for a $2.3 Billion Airline ground operation daily.Results: Successfully developed a strategic operation plan and staffing matrix that exceeded management performance measurement of 95% on-time flight performance and Seven (7) aircraft damages per year [our station on-time flight performance was 99% on all flights and the team had Zero (0) aircraft or equipment damages]. Selected to close the DFW hub and promoted to manage the Kinston regional airport.

Function as the Southwest division General Manager ($20 Million budget, 45 FTE and 9 states).Created operation plan, budget and staffing matrix necessary to implement new strategic directions for the entire Southwest region.Principal Consultant/Engineer who analyzes and develops enterprise technology solutions for IVRs, CTI, Call Recording systems, Video Conferencing, Predictive Dialers, LAN, WAN, Wireless, Infrastructure Cabling, Servers, Laptops, Desktops and ACD/PBXs for the public and private business sectors. Results: Streamlined and transformed the operation which created additional opportunities from existing contracts, improved the sales process, increased both customer loyalty/satisfaction and profit margins which turned around the operation from potential closure to $2.1 million in profitability in 6 months and drove 270% increase in revenue to $8.9 million annually by winning new contracts. Increase net operating profit from $0 to $3.9 million through reengineering processes, reorganization and new business.

Progressively managed Information Technology and Operations for the Mercedes-Benz Credit Automotive division.Function as the Technology Manager whom reviewed, analyzed, and evaluated business systems and user needs. Documented requirements, defined the scope and objectives, and formulated systems to parallel overall business strategies.Function as the Lead technology integrator for Call Center solutions (IVR/CTI/ACD/Call Recording/Predictive Dialer/Imaging/PBX and voice infrastructure initiatives), Application Servers, Desktops, Laptop, Help Desk, LAN, WAN, VLAN and Technical Support. Results: Re-engineered all call centers throughout North America into one new state-of-art Customer Service Call Center (1000+ inbound/outbound seat center) for Mercedes-Benz Credit. Transformed into the reduction of operational expenses by consolidating all customer service, collection, remarketing and back office functions into one facility. Results: Integrated individual regional IT plans and budgets into a common IT strategic plan and budget ($15 Million) that would allow the division to meet its annual goals. In additional, help the entire division become more efficient, reduce operation expenses and put in place a long-term IT strategy for the automotive information technology division. Results: Consolidation of two organizations (Mercedes-Benz Credit Corp. & Chrysler Financial) to reduce operational cost, enhanced customer service and sharing of technology to improved efficiencies.