Delivered exceptional technical consulting to Five9's clientele, fostering trusted advisor relationships by comprehending their business requirements and proposing tailored solutions to optimize Five9's platform and boost operational efficiency.Effectively communicated the value of Five9's services and products through persuasive presentations, engaging demonstrations, and collaborative discussions with clients.Provided comprehensive client education and training on the administration and utilization of Five9 products, empowering them to become self-sufficient.Demonstrated the ability to troubleshoot technical issues promptly, offering direct support when needed, and managed service interruptions with a focus on mitigating risks to clients' business operations.Proactively kept clients informed about potential impacts to the Five9 platform, including routine maintenance, patches, software changes, and releases.Oversaw customer support cases, providing regular updates to both internal management and clients, ensuring transparent communication.Contributed to the development of IVR and IVA solutions, showcasing expertise in Integration Architecture with SOAP, REST, and file exchange.Successfully integrated Five9 with leading CRM systems such as Salesforce and Zendesk, streamlining operations for clients.Leveraged Studio 7 on the Five9 platform to create text-based media for chatbots, WhatsApp, Facebook, and other channels, facilitating enhanced customer interactions.

Spearheaded end-to-end project management on the Avaya platform, overseeing design, construction, implementation, and documentation while adhering to established standards, procedures, and a strategic business vision. Managed timelines, schedules, and budgets effectively.Led cross-functional teams encompassing Networks/Telecom, Servers, Database, Infrastructure, and Data Center, driving operational enhancements and efficiency improvements. Defined team roles and responsibilities, prioritized initiatives aligned with the business strategy, provided technical oversight, and supported HR in recruitment efforts.Played a pivotal role in strategic technology decisions for the organization, with a focus on telephony, connectivity, and project initiatives.Managed outsourcing contracts for IT infrastructure, applications, and end-user support, ensuring seamless operations.Provided direction and guidance to the application and infrastructure support team, executing incident and problem management processes and advocating for enhancements in support applications.Monitored IT performance indicators to meet service and support needs for applications and infrastructure effectively.Championed continuous improvement initiatives within the call center operations, driving problem reduction and streamlining efforts to maintain operational efficiency.