Gary Littell Email & Phone Number

Bloomington, Illinois, United States

Passionate and results-driven Lead Software Engineer with a proven track record of designing, architecting, and implementing robust AWS Connect solutions for State Farm Insurance. I specialize in developing cutting-edge AWS-powered contact center solutions, including Lex, to transform customer engagement and support processes. My dedication to leveraging technology and best practices drives innovation, enhances customer experiences, and optimizes operational efficiency.Lead a dynamic team of software engineers in designing, architecting, and implementing AWS Connect solutions, including Lex-powered chatbots, to revolutionize State Farm's contact center capabilities.Collaborate closely with business stakeholders to understand their needs and requirements, translating them into effective technology solutions that improve customer satisfaction and operational efficiency.Spearhead the development of scalable and resilient cloud-based solutions that streamline operations, reduce costs, and enable personalized customer interactions.Continuously monitor system performance, implement security best practices, and ensure compliance with industry standards and regulations in the contact center domain.

Design business and technical solutions by analyzing and architecting solution possibilities, as well as provide designs based on architectural direction. Utilize architectural direction to work with product teams to create and manage architectural artifacts. Tasked with defining aspirational architecture, documenting product design and architectural decisions, contribute to multiple architecture disciplines by working across the disciplines to develop the best design to meet business and technical requirements. Provided technical solutions to the following business areas (Customer Communications, Digital Mobile, Telematics, Customer Experience Insights, Contact Center, Marketing, Agency)

Subject matter expert on Contact Center Technologies including: multi-site network routing, skill based routing, Computer Telephony Integration (CTI), email routing, chat to the contact center, incident management systems, case management systems. Lead engineering analyst for State Farm’s Interactive Voice Response (IVR), Speech Recognition, Voice Verification, and Text To Speech technical architecture as well as the lead developer for applications deployed on these architectures. In this role I lead a team that develops, implements and supports a number of multi-site contact centers many of which also utilized telephony self-service applications.Accomplishments • Built team and skills to transition to VXML self-service solutions • Implemented banking telephony self-service utilizing Nuance Speech Recognition engine serving over 10,000 customers daily • Developed chat contact center for auto insurance customers on .com • Successful roll out of self-service and contact center technologies for direct marketing campaign to 1800 State Farm • Architected and implemented Agency after hours call routing to the contact center processing over 100,000 calls per day

Provided 3rd level telecommunications support for regional office technicians. Primary point of contact to resolve issues with PBX, Call center, voice mail, and telephony network routing. Escalated as needed to vendors for assistance, coordinated and ran vendor meetings for problem resolution. Accomplishments: • Proficient in Avaya PBX administration and troubleshooting • Recognized for a high level of customer support and communication • Developed quality relationship with a variety of vendors and business partners • Recognized as an advocate for solving business needs through technology

Repaired and refurbished electronic equipment including monitors, printers, lap tops. Provided quality control for Uninterruptable Power Supply's utilized by agency offices. Accomplishments • Delivered consistent positive results meeting production metrics • Rapid promotion • Recognized for technical skills and teamwork, was assigned to high visibility efforts.