James Murr Email & Phone Number

The Technical Account Manager (TAM) role at NICE Ltd. serves as the primary technical and account contact, managing client relationships and providing expert technical guidance. This role focuses on ensuring seamless solution integration, optimizing system performance, and addressing escalations or issue resolution.Key responsibilities include.

Phoenix, Arizona, United States

- Led high-performing teams of 2-6 engineers, delivering multimillion-dollar projects on time and under budget by reducing delivery costs by 10%.- Provided technical leadership and oversight, ensuring successful VoIP, cloud, and IMS / VoLTE deployments that consistently met 95% identified project benchmarks.- Mentored junior engineers on soft-skills and.

Phoenix, Arizona Area

- Managed complex projects and assigned engineers for Tier 1 carriers, including the deployment of virtualized wireline IP Multimedia Subsystem (IMS) networks and cellular VoLTE 4G core solutions, achieving a 100% project success rate.- Represented customer interests in New Product Introduction (NPI), influencing product development to address operational.

Phoenix, Arizona Area

- Led network transformation projects for strategic accounts, optimizing performance and reducing network outages by 35% through early project assessments and customer education on redundancy requirements.- Developed strategies that reduced deployment costs by 10% for strategic accounts by utilizing least cost rate centers and developing work packages that.

Sydney, Australia

- Selected by the VP of Professional Services to establish the Service Delivery and Support team for the Australian and New Zealand region, achieving full operational capability 6 months ahead of schedule.- Managed multimillion-dollar projects, ensuring on-time delivery and leading to a significant improvement in customer experience.- Acted as the primary.

Phoenix, Arizona Area

- Led the deployment and commissioning of telecommunications products for strategic Tier 1 carriers.- Tailored deployment strategies to meet customer needs, reducing project delivery times by 15% and improving Customer Experience (CX) scores as measured by recurring customer surveys. - Delivered custom training and familiarization sessions, contributing to.

Phoenix, Arizona Area

- Managed a team of 4 engineers, optimizing resource allocation and serving as the primary managerial contact for customer escalations, ensuring consistent achievement of KPIs for ticket and incident management.- Reduced customer escalations by 30% by implementing a "Customer First" model and educating the team on the importance of maintaining proactive.

Phoenix

- Provided technical support for VoIP, Legacy PSTN, and IP networking systems, serving as the long-term primary contact for multiple client accounts throughout the product life cycle.- Deployed new VoIP solutions in both greenfield and live network environments, enhancing customer satisfaction through effective troubleshooting, issue resolution, and clear.

Phoenix, Arizona Area

- Provided technical expertise to support sales efforts for bundled T1 platforms, VoIP, and Gateway products.- Played a key role in the adoption of Bundled T1 Data and Voice Services in the CLEC market, resulting in a 20% increase in VoIP market penetration and sales.- Acted as Western US Subject Matter Expert for VoIP solutions and telecommunications.

Greater Denver Area

- Provided Tier 1 and Tier 2 technical support for VoIP, GR-303, DS1/T1-CAS, DS3, STS-1 and telecommunications gateway products, and network technologies.- Contributed to product testing and test plan development based on customer feedback, leading to improved product performance.

Global Assignments

- Managed global communication systems, including satellite and wideband solutions, ensuring high availability and mission success in Europe and the Middle East.- Led cross-functional teams, ensuring communication reliability and security while mentoring junior technicians, improving readiness by 20% and reducing downtime by 15%.