Currently in the Product organization focusing on API utilization. My team is responsible for building cloud based adapters utilizing third-party APIs and Verint APIs to help customers more effectively utilize the entire Verint product portfolio. My team spans multiple roles and brings together skills from R&D, Engineering, Product Management, Architecture, Support, Professional Services, and GTM.Director of a large Professional Services team involved with both on premise and cloud deployments related to large scale projects. These projects included System Architecture changes, Call Center Workforce Management, Knowledge Management, Case Management, Process Analysis, Application Design, Reporting, and Analytics. In addition, managed the custom development and systems integrator team that developed bespoke integrations that include API calls to backend processes, data import, and custom extracts.Additionally, managed a Call Center Information Management team: - Managed Communications / Knowledge Management for 100 call centers (30k agents) - Developed KM Reporting strategy and metrics - Developed KM strategies around search, usability of documentation, and overall process lifecycle - Managed content migration from one KM platform to another