John Bosomworth Email & Phone Number

Wellington, Wellington Region, New Zealand

Bringing technical expertise and best practice design principles to a significant contact centre upgrade project for ACC. - Developed the detailed requirements for ACC's transition from multiple legacy platforms (Genesys Engage, MS Teams, Skype for Business) to Genesys Cloud - Led the design and testing of the solution across multiple business units - Developed training material covering 4 different deployment types, including integration with Salesforce - Led the deployment of solution to 2700 users across 12 different business units within 11 months. - Design lead for Smart IVR including integration with multiple back end applications, open speech navigation, and voice biometrics

Wellington & Wairarapa, New Zealand

WFO Consulting provides professional consulting services in the areas of Customer Service Strategy, Channel Strategy, Contact Centre Operating Model Design, Call Routing Design, IVR Design, CTI, Workforce Management, Data Analysis, Interpretation and Reporting.Clients and Projects include: - ACC: Migration of 2700 users from multiople legacy platforms (Genesys Engage, MS Teams, Skype) to Genesys Cloud - Kiwibank: Migration of Contact Centre and Phone Banking to Genesys Cloud; Design and delivery of Learning Pathways skill based routing strategy - Meridian Energy: Contact Centre Platform Refresh Requirements - New Zealand Racing Board: Voice Channel Strategy - Westpac: Workforce Management Review Consulting - Kiwibank: Design and delivery of Virtual Agent (Speech Navigation, Precision Routing, CTI) - Ravensdown: Contact Centre Review Consulting - One Path (Australia): Contact Centre Consolidation Roadmap - Kiwibank: Workforce Management Consulting; IVR & Call Routing Design Consulting - ANZ: NZS Project, Training Schedule, Contact Centre Resourcing Strategy - Contact Energy: Contact Centre Technology Replacement; SAP-IVR Integration - 2 Degrees Mobile: Workforce Management Consulting - BNZ: Contact Centre Schedule Optimisation Consulting - Hastings District Council: Contact Centre Optimisation - Courier Post: Contact Centre Schedule Design

Wellington, Wellington Region, New Zealand

Contracted to develop a strategic road-map for PAE's Contact Centre transformation project. This included:- Current state assessment- Proposed future state operating model- Technology recommendations - Requirements definitionSubsequently engaged to assist with design, testing and implementation of the AWS Connect solution.

Wellington & Wairarapa, New Zealand

Contracted role with overall responsibility for technical management of Kiwibank's Contact Centre and Corporate voice channels. Key achievements include:- Managing Kiwibank's IVR Phone Banking through a switch of credit card provider.- Design, build, test and implementation of a new call queueing strategy to align with Kiwibank's Learning Pathways skill matrix.- Rapid deployment of Genesys Cloud to enable remote working for Kiwibank's back office teams (180+ staff) during Level 4 lockdown. - Managed the migration of Contact Centre call routing from legacy Cisco platform to new Genesys Cloud platform.- Co-Lead (with Spark Digital) for migration of Kiwibank's Phone Banking application from legacy Cisco platform to new Genesys Cloud platform, including integration with AWS Lambda Data Actions.

Wellington & Wairarapa, New Zealand

Development and delivery of a future proof Voice Channel Strategy for NZRB covering three core business areas: - Self Service IVR - Contact Centre - Corporate Voice

Auckland, New Zealand

Review of Westpac's Workforce Management operation with a focus on identifying immediate opportunities to improve service level performance and also medium and longer term opportunities to deliver greater value across stakeholder groups.

Wellington & Wairarapa, New Zealand

Subject matter expert and lead business architect for Contact's Hosted Contact Centre Replacement project. Responsible for defining the requirements and design of the overall business outcomes including IVR Call Flows, system integrations, Skill Groups, Call Types, Reporting, Workforce Management and BCP/DR.

Wellington & Wairarapa, New Zealand

Lead design consultant for the upgrade of Kiwibank's voice channel solution (Cisco UCCE 8.5 to 11.5). Responsible for the design, test and implementation of the Cisco Finesse Agent Desktop to 500 users across multiple business units and sites.

Wellington & Wairarapa, New Zealand

Lead Consultant for Contact Centre Tower of TaaS deployment to MBIE, with responsibility for overall design of Voice Channel:+ Design of the default routing strategy+ Introduction of a standardised customer experience across 45 queues+ Migration Planning across 5 sites+ Stakeholder Engagement+ Identification of process improvements

Wellington & Wairarapa, New Zealand

Led the design and implementation of Kiwibank’s Virtual Agent Contact Centre solution, delivering IVR Open Speech Navigation, Precision Call Routing and CTI integration across Kiwibank’s inbound Contact Centre.Virtual Agent involved a complete re-design of the inbound voice channel and resulted a step-change in both customer experience and contact centre efficiency. The project was a resounding success, delivered on time, on budget and with no negative customer impact. Key success measures include:+ Significant lift in service levels+ Reduced operational costs+ Reduced customer effort+ Increased sales revenue

Christchurch

Provided on-going consulting services to the Christchurch City Council's Customer Services Contact Centre, including: + Schedule Optimisation + Reporting Design + Review of WFM Roles & Responsibilities + Recruitment of Specialist WFM Analyst +Future State Operating Model Design

Lower Hutt, New Zealand

Senior Technical Consultant managing the integration of Contact's IVR and Call Centre Telephony platform with SAP. Responsibilities include: + Documenting current state + IVR analysis – usage statistics, error rates, route path analysis + Documenting functional and non-functional requirements + Documenting functional specifications + Detailed design of IVR call flows and call logic + Stakeholder engagement + Vendor collaboration – design and testing

Sydney, Australia

Contact Centre Consolidation Strategy Design - OnePath had identified a target end-state for it's Contact Centre operation and required strategy advice on the transition pathway over the next 4 years.+ Current State Analysis+ Resource modelling+ Development of key transitional stages+ High-level project plan

Wellington & Wairarapa, New Zealand

Review of Kiwibank's IVR and Call Routing Scripts+ Review of current-state + Risk and issue analysis+ Best practice recommendations+ Remediation work plan

Wellington, New Zealand

Workforce management stream lead for the Contact Centre for NZS (New Zealand Simplification) project: + Development of recruitment plan for 80 fixed term staff. + Project lead for in-sourcing 40 short-term temps + Response modeling and forecast preparations for multiple customer communications + Development of overall Contact Centre training schedule – 650 staff scheduled for over 1500 individual training events over 15 weeks, across 9 locations in 2 cities.

Contracted for 10 months to lead, mentor and develop the ANZ Contact Centre Workforce Management Team.

Lead consultant on a number of contact centre technology projects, including Hosted Contact Centre (VoIP) rollout and IVR re-design

Phd, Media Sociology

M.Soc.Sci., International Relations

Ba, History, Politics