Eric Wilson Email & Phone Number

Mckinney, Tx, Us

Dallas/Fort Worth Area

Built a global team of technical consultants charged with assisting our technology partners to create integrations between their platform and Blue Prism. My team also develops our own assets for the Blue Prism Digital Exchange which help our customers and partners accelerate their time-to-value by leveraging prepackaged functionality in areas such as Artificial Intelligence, Machine Learning, Computer Vision, etc.Led the development of automation tooling that helped to grow the Digital Exchange marketplace by more than 500% in its first year of availability.

Dallas-Fort Worth Metroplex

Bespoke wrist watches designed and built here in Texas.

Dallas/Fort Worth Area

Provided deal governance for the Sales, Services, and Support organizations within the Americas region. This involved qualifying new and expansion opportunities to determine if they could be delivered with our packaged service offerings in a fast and accurate manner while delighting our client and still growing the bottom line.

Dallas/Fort Worth Area

Performed assessments of new opportunities to identify risks and suggest mitigations to ensure smooth transition to production. Developed automations and tools to improve tracking and reporting of opportunities and their identified risks. Worked with existing clients to identify and address pain points in the execution of their day-to-day services in order to improve overall client satisfaction.

Dallas/Fort Worth Area

Provided consulting services to Dimension Data, one of the worlds top ranked IT systems integrators and service providers. Reviewed existing contact center implementations and made recommendations to mitigate risks and improve the stability and maintainability of platforms. Developed new runbooks and streamlined management processes. Identified platform release and compatibility issues. Utilized software design and development skills to implement new solutions for platform management and monitoring. Served as technical lead for remediation of issues in various areas including call recording and reporting.

Dallas/Fort Worth Area

Provided technical leadership and oversight for new and existing contact center projects managed by HP Enterprise on behalf of Avaya Inc. Consulted with high-touch clients on how to enhance and improve their contact center practices related to omni-channel routing, queuing, and reporting. Utilized automation tools, such as BMC Atrium Orchestrator, to improve ITSM processes including billing and event alarming.

Dallas/Fort Worth Area

Worked with clients and account teams to design and validate new private and hybrid cloud solutions for contact center and unified communications environments. Led implementation of proof-of-concept deployments including multichannel contact center routing, self-service IVR, reporting, call recording, virtual queuing, desktop clients, and custom developed components. Participated in governance review of new projects to ensure they met the quality, management, and maintainability requirements of Avaya Private Cloud Services. Worked with Avaya Professional Services and business partners to ensure smooth transition through implementation and ultimately production cut-over of managed services. Leveraged automation tools to improve onboarding, management, and billing processes for managed contracts.

Dallas/Fort Worth Area

Applied Scrum and Agile principals to manage the feature backlog for various products within the Customer Connections portfolio. Worked with customers, development, and Quality Assurance to determine product road maps. Developed user stories, created mock-ups, and defined acceptance criteria for products. Provided guidance to off-shore development and test groups regarding implementation of user stories. Provided pre-sales technical support to account teams to position Customer Connections solutions.

Dallas/Fort Worth Area

Consulted with customers and account teams to gather requirements for customer specific solutions. Developed innovative prototype and production software solutions. Provided development leadership to off-shore development teams and provided production support for global customers. Provided pre-sales engineering including technical responses to RFP’s. Developed advanced call center and enterprise communication solutions using various technologies including C#, ASP.NET, VB, Java, C++, TSAPI, TAPI, JTAPI, etc.

Dallas/Fort Worth Area

Lead systems engineer in a group of 8 engineers tasked with the development of a web-based property management system for government subsidized housing. Development was performed using various technologies including Visual Basic, Visual C++, ASP (Active Server Pages), Microsoft Transaction Server (MTS), Microsoft SQL Server, and Internet Information Server (IIS).

Dallas/Fort Worth Area

Worked as technical lead on projects related to the implementation of Computer Telephony Integration (CTI) in call center environments for various industries including finance, consumer electronics, and municipal utilities. Leveraged technologies such as Visual Basic, Visual C++, TSAPI, TAPI, Passageway CTI, and Quintus eContact.

Dallas/Fort Worth Area

Worked as part of a team which consulted with customers on projects related to the implementation of computer telephony integration (CTI) capabilities within call center environments. Developed and implemented customer specific call center solutions using technologies such as Visual Basic, Visual C++, TSAPI, TAPI, Passageway CTI, and Quintus eContact.

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