George Gary Email & Phone Number

Belmont, Ca, Us

Key Challenges: PRODUCT STRATEGY, PRODUCT INNOVATION, LEAD DURING CHANGE• Develop and manage Phone & SMS service strategy and product roadmap. Identify opportunities and balance business, technical, experience, and regulatory considerations.• Lead product managers, designers, researchers, and marketers to build and deliver calling and text messaging features that solve user and business needs - Phone/SMS revenue $2.3B 11%+YoY• Deliver end to end Phone & SMS text messaging customer experiences across web, desktop and mobile including the orchestration of new back-end services ensuring successful execution of scope, schedule, and cost.• Apply data driven roadmap planning using research data, business analysis, KPI data mining and telemetry, and customer interviews.• Successfully lead, grow, and retain domestic and international product management teams.

Belmont, Ca, Us

Key Challenges: PRODUCT STRATEGY, GLOBAL GROWTH• Product area expert for enterprise and small to medium business communication features, responsible for defining strategy, product roadmap, and feature requirements.• Expanded global dial plan to support operating as a UCaaS carrier in 40 countries, built new cloud services, and migrated millions of accounts to new service delivery architectures. • Led cross-functional, global teams to proactively identify and solve complex customer problems and win strategic deals – Phone revenue growth $1.1B > 2.1B 52%+YoY• Partnered with leadership to prioritize short and long-term initiatives and ensure regulatory compliance. • Shared expertise through mentoring and management of interns and team members.

Belmont, Ca, Us

Key Challenges: PRODUCT INNOVATION, PRODUCT DEVELOPMENT, HYPER GROWTH• Defined, developed, and delivered enterprise voice features and solutions to attract and retain key customers - grew annual phone service revenue $600M > 1.1B 50%+YoY • Operated as a UCaaS global carrier in 12 countries• Guided features from product requirements to launch; defined user stories and managed cross-team collaboration with design, architecture, engineering, quality assurance, and marketing teams to bring them to market.• Drove customer experiences across web, desktop, and mobile clients. • Defined product success metrics and tracked KPIs and ROI of features and products. • Conducted market analysis, customer interviews, follow-me-home, and other studies to understand customer behaviors and needs.

San Jose, Ca, Us

Key Challenges: PRODUCT INNOVATION, PRODUCT DEVELOPMENT, LEAD DURING CHANGECustomer Success Experience Owner• Led international product management team to consolidate and modernize learning and support experiences for Cisco’s $5B collaboration portfolio. • Led research studies and performed market analysis to create a best-in-class support customer experience. • Delivered new web and machine learning (AI) services that promoted feature/service adoption, self-service issue resolution, and subscription renewals.• Defined product development life cycle, strategy, vision, roadmap, and KPI metrics.Cloud Service Owner• Defined a new unified cloud calling service (UCaaS) and interface strategy, vision and product roadmap designed for the SMB market.• Delivered multiple phone features, auto-attendant/IVR, desktop sharing, paging, and remote phone controls coupled with an API library designed to attract ISV developer added value.Hybrid Services Solution Manager• Led international product management team to deliver a suite of directory, calendar, presence, and calling services designed to connect on-premise customers to the cloud.• Defined cross-functional requirements for compatibility, deployment, upgrades, and performance.

San Jose, Ca, Us

Key Challenges: PRODUCT STRATEGY, GLOBAL GROWTH• Defined and translated product strategy into user requirements following Agile/Scrum processes that drove customer purchasing decisions, accelerated product adoption (32% global market share leader), and increased revenue growth ($2.4B/yr).• Delivered and managed multiple product features including provisioning, directory integration, call control, hunt group, queuing, mobile worker, silent monitoring, network-based recording (patent holder), and serviceability. • Pioneered the development of two release trains of Presence/IM technology software from product inception to mainstream adoption. Conducted usability studies and market research. • Generated product specifications and managed multiple backlogs.

San Jose, Ca, Us

Key Challenges: PRODUCT STRATEGY, PRODUCT DEVELOPMENT, HYPER GROWTH• Owned all aspects of the Unified Communication API product development life cycle and ISV developer partner enablement including API strategy definition, interface design, delivery, marketing, and support.• Applied a data driven approach to translating product feedback into user requirements based on customer market segments and revenue potential to build thousands of provisioning, call control, media/recording, and reporting applications. • Grew the UC ISV partner ecosystem from 50-700 companies in 2 years.• Created best-in-class developer experience (DX) by aligning feature coverage and technology types, increasing performance and scalability (800%), implementing backward compatibility policies, unifying marketing campaigns, web portal design and Developer guide content, and bundling NFR software and SDKs.

San Jose, Ca, Us

Key Challenges: SALES STRATEGY, HYPER GROWTH• Grew voice and contact center customer base by more than 200% with successful track record driving $16M annually in voice product sales revenue.• Provided area level Unified Communication, Collaboration, and Contact Center solution technical guidance and subject matter expertise to account managers and product sales specialists for major account opportunities throughout the Southeast showcasing Cisco and partner product solutions.• Supported partner engagement led sales opportunities.• Developed solution designs, formal sales plans, proposals, and presentations, including competitive analysis and positioning.

San Jose, Ca, Us

Key Challenges: SOLUTION STRATEGY, DELIVERY EXCELLENCE• Delivered advanced, custom telecommunications and Internet service solutions for enterprise customers across the US. Examples included multi-channel contact center (voice, chat, eMail), CTI Screen Pop, and Self-service (IVR) applications.• Championed new product implementation strategy for Internet contact center.• Demonstrated experience in technical post-sales and Advanced Services delivery, translating complex business needs/requirements into unified communication and contact center solutions.• Designed, architected, and implemented advanced IP/SIP-based unified communication and call center solutions specific to Cisco products for enterprise customers across the US. CallManager (CM)/Unified Communications Manager, Unity, GeoTel, ICM, IPCC Enterprise, IPCC Express, Multi-channel (voice, chat, eMail), CTI Screen Pop, and Self-service (IP-IVR) applications.• Provided identification and resolution of complex product/service problems, conducted complex system emulation/simulation activities to help isolate problems.• Coordinated with Engineering on potential product defects and system modification/changes.• Provided advice regarding technical questions, product prerequisites, product features, bug scrubs and version recommendations.• Established and maintained strong relationships with key partners and provided training to junior team members.

Key Challenges: SOLUTION STRATEGY, DELIVERY EXCELLENCE• Designed, architected, and implemented a variety of unified communications, call center, and collaboration environments. Provided advanced post-sales support. • Experience in Lucent/Definity, Voice Messaging Platforms & Call Center Solutions: Communications Manager (CM), Session Manager (SM), Audix, Multi-Media (MM), Automatic Call Distribution (ACD) and Skills-based Routing, Call Vectoring/VDN, Vectoring Variables, Call Management System (CMS & BCMS), Automatic Route Selection (ARS), Automatic Alternative Routing (AAR), Call Routing, trunking/carriers/protocols including ISDN, PRI, POTS, SIP, H.323., MGCP, Active Directory, DNS, DHCP

• Managed all voice and call center engineering initiatives for mid- to large size companies.• Responsible for developing, maintaining, and supporting technical infrastructure, hardware, and system software components. • Recommended and integrated new telecommunication voice, video and unified communication technologies. • Managed network service providers for TDM and SIP service.

Mba, International Business

Ba, Communications