Gordon Wall Email & Phone Number

Stamford, Ct, Us

Accountable for partnering with senior business leaders to drive the Enterprise Contact Center product and strategy roadmap, advancing business objectives and value through these efforts. Oversee a matrixed team of technology, business and supplier partners, driving roadmap efforts while improving operational productivity and results. Responsible for the technical ownership of critical systems used by the Contact Center, along with leading the core team accountable for the ongoing operational stability and reliability of the solutions.

Bloomfield, Ct, Us

Responsible for several teams and a matrixed organization structure to provide Business Management, Vendor Management and Project Management functions supporting an Enterprise production support organization delivering Application Production Support Services. Oversee annual budget, responsible for baseline/project planning, forecasts and accruals, resolving risks and opportunities along with providing regular leadership updates. Manage annual strategic supplier and software agreements, managing vendor relationships and performance, leading Requests for Proposal efforts and contract negotiations.

Bloomfield, Ct, Us

Directed multiple production support teams and provided technical and operational leadership for numerous mission critical applications in a 24*7 production environment. Responsible for key application suites, both internally developed and commercially purchased, supporting Cigna’s Contact Center and Tax, Treasury, Audit and Supply Chain Management organizations. Significantly improved the operational stability and performance of these applications by partnering with Business and IT leadership to deploy monitoring tools, influence software application design and development, and strengthen support processes.

Amsterdam Zuidoost, Nl

Accountable for multiple teams and led the application development and operational support of 18 Interactive Voice Response (IVR) applications, Avaya Interaction Center (CTI) and ING’s proprietary Customer Service Workstation applications. Provide strategic direction for these applications along with Call Center Application tools including Salesforce integration, Customer Survey, Aspect eWorkforce Management System and Sponsor Web Site.

Hartford, Connecticut, Us

Managed unit of 16 employees, responsible for engineering desktop and server (NT and Unix) equipment configuration compatibility and standards. Guided new product evaluations ensuring they were compatible with the existing infrastructure and future architecture standards. Provided desktop, server and network facilities Move, Add, and Change activity for 37 locations, and provided Level 3 technical support. Responsible for the physical requirements of three LAN centers.