Leading multiple diverse global teams of software developers supporting Lowe’s ContactCenters, Stores and Enterprise corporate organizations.Responsible for development, support and maintenance of multiple applications, including;Salesforce Service Cloud, Siebel, Social Studio and internally designed and built applicationsusing Google Cloud.

In November of 2015, I accepted a promotion to build a new team to own and support multiplecontact center technology solutions including; Avaya IVR and Outbound Dialer, CustomerSurveys, Workforce Management, Azure Chat bot, Call Recording, e-Signature, virtual hold, LiveEngage and Twilio.

Installed, maintained and supported the enterprise and contact center voice telephonyplatformLed the design, configuration and implementation of voice hardware/software for Avaya, Ciscoand NortelDesigned and maintained Avaya vectoring call flows, PBX, CMS reporting, Interaction Center,Modular Messaging voicemail, AES/CTI Integrations and IP phone setupRoadmap recommendations to senior leadership on Avaya and Cisco voice services, hardware,and softwareAvaya subject matter expert, partnered with business and IT teams to identify problems,implement solutions and work towards business goals

Led project initiatives and new product implementations, with emphasis on quality and timingProvided direction and input to project success by understanding business processes,gathering requirements and identifying and resolving potential usability issuePart of the communication services engineering delivery team, responsible for the research,test, build and implementation of new data and voice applications, call vectoring and servicesCompleted successful voice integration of Microsoft Office Communicator with the Avaya PBX

Served as a dedicated internal consultant to multiple business units providing support for variousTelecommunication and call center applications including: Communication Manager, CallVectoring, Modular Messaging Voicemail, VOIP, IVR, CTI, Avaya CMS Supervisor, NICE PerformLogger, Dictaphone Freedom Enterprise Logger, Toll-free call routing, Altitude Preview Dialerand Witness Workforce Management