Jack Nichols Email & Phone Number

Menlo Park, Ca, Us

Menlo Park, Ca, Us

• Continued to oversee the expansion of the PureCloud Reseller products and programs through the acquisition of Interactive by Genesys. Achieved record growth, beating our internal target, with 50% of new PureCloud bookings in 2017 originating from the Reseller Channel. • Transitioned the Reseller channel program to the Genesys Channel organization and refocused the team to the development of the PureCloud technology partner ecosystem and program. Established the cloud technology partner program for PureCloud, built out the technical, operational, and business capabilities needed, and recruited the initial alpha partners for the program. Resulting in technology partners engaging in over 100 accounts and booking over $1m in GMV in 2017.• Providing leadership, direction, and guidance to the team in the development of a new technology business solutions SaaS marketplace to enable a 5min purchase to value integrations model. New product will be launching in Q1 of 2018.• Providing leadership and direction in the development of strategic platform partners that will extended the capabilities of the PureCloud applications. First resulting partnership with Amazon Web Services is the development of an integration to AWS Lex and Polly for ASR, TTS, and NLU capabilities in PureCloud.

Indianapolis, Indiana, Us

• Part of Go-To-Market leadership team brought in to ready the organization for the launch of the PureCloud product to the general market. My role focused on the development of strategic and tactical initiatives and programs to ready the Interactive and partner global technical sales organizations for the product launch.• Established the first Product team focused on the global platform ecosystem of Reseller and Technology partners. Rebuilt the Channel Reseller partner program focused on cloud and brought a channel first model establishing a channel focused group within the product organization to oversee partner needs in the product. Resulting in our partner management applications embedded to the core of PureCloud and PureCloud achieving 30% of 2016 bookings via the Reseller partner channels.• Designed initial technical marketing messaging along with product positioning strategies for PureCloud and served at technical evangelist during the initial launch of the product collaborating with sales and customers for all initial opportunities helping to build a GA pipeline of $2M ARR.• Collaborated with executive leadership to define telecommunications service strategy to provide an enterprise class cloud telephony service to our customers in conjunction with our Purecloud business, eventually branded PureCloud Voice.

Indianapolis, Indiana, Us

• Key member of the BU leadership team overseeing the growth of the service from $10M ARR to over $100M ARR.• Provided leadership, direction, and guidance for multiple global IT infrastructure teams including Operations Engineering, Tools and Automation (DevOps), and the 24x7x365 Network Operations Center supporting Interactives’ cloud services globally.• Improved Infrastructure service uptime from 99.643% to 99.993% though the deployment of standardized operational process, while rapidly growing the global infrastructure from 400 devices to over 3000 devices.• Implemented the first ITSM/ITIL programs and tools (Service-Now) within the cloud division bringing a standardize method and procedure for managing 5000+ Assets, 8000+ Changes, 180,000+ Alert/Events, 10,000+ Requests, and 500+ Incidents in the first 18 months.• Championed multiple compliance initiatives achieving SSAE-16 SOC 2 Type I, SOC 2 Type 2, and PCI ROC (Service Provider Level 1 equivalency) within CaaS in less than 24 months, while partnering with corporate to achieve our ISO 9001 and ISO27001 certifications.• Partnered with the global Sales division to assist in presales engagements and negotiations for strategic customers helping grow the CaaS customer base by over 375%. • Selected as one of 14 emerging senior leaders in the company to take part in a 6-month executive leadership development program presenting recommendations for strategic changes within global organization.• Re-organized the Data and Voice Services delivery team and retooled processes to transition CaaS from the use of retail carrier voice services to wholesale carrier voice services providing the CaaS business unit with a 25% cost reduction in voice rates while dramatically improving our customer voice service activation time by over 80% and our MPLS delivery times by 30%.

Irvine, California, Us

• Responsible for providing leadership and direction for multiple regional and global IT infrastructure teams supporting voice, data, and security services for Brightpoint in over 27 different countries.• Work with the disparate infrastructure teams in the various regional business units to start developing standardized hardware, software, configurations, policies, and processes that can be applied to all communications systems across the world.• Member of 4 person team lead by Global CIO to define and negotiate global infrastructure sourcing deal with various IT providers. Worked to help develop RFP, select vendor, and spent 8 months negotiating global 5 year $20M+ deal sourcing managed MPLS and security services.• Worked with Interactive Intelligence to define a global hosted VoIP platform to service all 32+ Brightpoint offices around the globe under a managed services model. Worked with I3 and Brightpoint legal to negotiate the contract on a 5 year $3M deal.• Developed first global monitoring system leveraging Solarwinds to monitor all communications gear around the world and to forward alerting to the global helpdesk. Worked with global helpdesk to define processes in managing alerts and escalation to the proper resources to address.• Provide leadership, guidance, and management to various teams around the world to document all the infrastructure resources / layouts, coordinated the installation of the global MPLS network, and standardization of all data networks.• Provide leadership, guidance, and management to various teams around the world to migrate all perimeter security and services from exiting solutions to new sourced model

Irvine, California, Us

• Managed small team of engineers responsible for the reliable delivery of data, voice, and security services to Brightpoint Americas. Accountable to Brightpoint senior technology management committee for network availability SLA's.• Performed an assessment of Brightpoint North America's data networks and presented improvement recommendations to CIO. Identified 17k/month worth of wasted circuit expenditures.• Implemented first network device sparing model that resulting in a yearly cost reduction of 45 % for Cisco device support• Technical lead for Contact Center project to replace legacy Avaya PBX system with new state of the art VoIP system to support 300 Contact center agents and 1500 business users.• Served role as lead data network architect for Brightpoint Global in efforts to consolidate and globalize technology within the company. • Responsible for managing all network vendor relationships and holding carriers accountable for reaching agreed upon SLAs.

Us

• Responsible for developing “design principles”, and created modular, standard site model templates (small/med/large) that include L3/L2 topology, hardware specifications/costs, and power/rack requirements. • Designed and deployed a front-end architecture that resulted in the receipt of Keynotes Best Performance, Best Availability, and Best Banking awards.• Evaluate and recommend cutting edge technology solutions.• Develop network and security standards in compliance with policies under SOX audits.• Conduct technical interviews for all candidates applying for a network related position.

West Lafayette, In, Us

• Responsible for the management of over 500 user accounts and machines. • Developed web-based student resume site for consumer and family sciences department. Site acted as a monster.com site for companies conducting campus recruiting. Also, allowed for resource scheduling for campus visits and interviews.• Developed web-based solution for Administration of active directory accounts and user desktop software using ASP,AD, and SMS. • Setup wireless solution for main building and conference rooms for primary staff and visiting professors.