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.

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.

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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.
• Provided identification and resolution of complex product/service problems, conducted complex system emulation/simulation activities to help isolate problems.

• 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.

• 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