Strategic Leadership:-Collaborating with key stakeholders to define the long-term technology roadmap for the contact center, aligning it with overall business objectives.-Conducting thorough research and analysis to identify and recommend suitable contact center platforms, tools, and integrations.-Developing and managing budgets for implementation and maintenance, ensuring cost-effectiveness and return on investment.-Monitoring industry trends and emerging technologies to ensure the contact center remains competitive and innovative.Implementation and Integration:-Overseeing the entire implementation process, from vendor selection and contract negotiation to system configuration and testing.-Leading the engineering team in designing and implementing customized solutions, ensuring seamless integration with existing systems.-Implementing rigorous testing and quality assurance procedures to guarantee the reliability and performance of the contact center platform.-Utilizing analytics and reporting tools to monitor system performance, identify bottlenecks, and drive continuous improvement.Ongoing Support and Optimization:-Leading the team in resolving technical issues, providing timely support to agents, and ensuring system uptime.-Continuously monitoring system performance, identifying areas for improvement, and implementing optimizations.-Fostering a culture of learning and development within the engineering team, ensuring they have the necessary skills and knowledge to support the contact center effectively.-Maintaining strong relationships with vendors, negotiating service level agreements, and managing ongoing support contracts.Collaboration and Communication:-Working closely with other departments, such as IT, operations, and customer service, to ensure alignment and smooth implementation.-Clearly communicating technical information to both technical and non-technical stakeholders.

Strategic Leadership:-Collaborating with key stakeholders to define the long-term technology roadmap for the contact center, aligning it with overall business objectives.-Conducting thorough research and analysis to identify and recommend suitable contact center platforms, tools, and integrations.-Developing and managing budgets for implementation and maintenance, ensuring cost-effectiveness and return on investment.-Monitoring industry trends and emerging technologies to ensure the contact center remains competitive and innovative.Implementation and Integration:-Overseeing the entire implementation process, from vendor selection and contract negotiation to system configuration and testing.-Leading the engineering team in designing and implementing customized solutions, ensuring seamless integration with existing systems.-Implementing rigorous testing and quality assurance procedures to guarantee the reliability and performance of the contact center platform.-Utilizing analytics and reporting tools to monitor system performance, identify bottlenecks, and drive continuous improvement.Ongoing Support and Optimization:-Leading the team in resolving technical issues, providing timely support to agents, and ensuring system uptime.-Continuously monitoring system performance, identifying areas for improvement, and implementing optimizations.-Fostering a culture of learning and development within the engineering team, ensuring they have the necessary skills and knowledge to support the contact center effectively.-Maintaining strong relationships with vendors, negotiating service level agreements, and managing ongoing support contracts.Collaboration and Communication:-Working closely with other departments, such as IT, operations, and customer service, to ensure alignment and smooth implementation.-Clearly communicating technical information to both technical and non-technical stakeholders.

Solution Deployment:-Solutions Architect: Works with Customers to identify business and technical requirements and provides technical design and solutions for Genesys Cloud CX.-Works in close concert with Project Manager in successfully delivering projects.-Delivers technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team-Follows Professional Services Implementation standards-Performing discovery call with customer to scope all requirement needed by business-Performing Product Demo-Execution of project plan tasks associated with engagements-Working closely with QA team on test plan validations-Regular communication of project status-Provides onsite/remote support for customer escalations as needed-Identifies engagement-related problem areas and solves the issues in a proactive manner-Assists the Support group in performing service call/maintenance activities as required-Provide technical training to internal or external resources as needed (Agent, Supervisor, Administration, Trainer)- Provide Support of customer User Acceptance testing to customer- Provide Support on Production code elevation and Cutover- Provide customer Go live support

•Drive completion of large multi-week internal and external projects by managing all facets of the projects including infrastructure system builds (OS and application installs, facilities coordination, procurement, etc.), Customer upgrades and add-on services, coordination with 3rd party vendors, and facilitating regular communication to stakeholders.•Manage operational excellence initiatives and assist in driving operational quality improvements throughout the organization. •Manage day-to-day and multiple large infrastructure activities including server builds and decommissions, new data center and network builds, new customer implementations, service delivery add-on projects, and new technology roll outs.•Manage all facets of customer implementation, upgrades and service add-on projects including project kick-offs with the customer, resource management, risk management, and any post-migration support and transition work.•Plan and charter projects to articulate goals, requirements, success criteria, estimates, schedules, and risks.•Negotiate effectively with business representatives and team members to define the project goals, work content and schedule.•Maintain detailed project plans, resource forecasting, planning, and allocations.•Provide regular project status and reporting analysis to stakeholders and senior leadership.•Provide excellent customer service and a reliable path of communication.•Analyze and report on project metrics to drive continuous improvements.•Create and document upgrade, migration, and other repeatable procedures.•Identify process, support, and automation improvement opportunities.•Create and set standards for the PMO.•Assist in special PMO projects and programs.

•Drive completion of large multi-week internal and external projects by managing all facets of the projects including infrastructure system builds (OS and application installs, facilities coordination, procurement, etc.), Customer upgrades and add-on services, coordination with 3rd party vendors, and facilitating regular communication to stakeholders.•Manage operational excellence initiatives and assist in driving operational quality improvements throughout the organization. •Manage day-to-day and multiple large infrastructure activities including server builds and decommissions, new data center and network builds, new customer implementations, service delivery add-on projects, and new technology roll outs.•Manage all facets of customer upgrades and service add-on projects including project kick-offs with the customer, resource management, risk management, and any post-migration support and transition work.•Plan and charter projects to articulate goals, requirements, success criteria, estimates, schedules, and risks.•Negotiate effectively with business representatives and team members to define the project goals, work content and schedule.•Maintain detailed project plans, resource forecasting, planning, and allocations.•Provide regular project status and reporting analysis to stakeholders and senior leadership.•Provide excellent customer service and a reliable path of communication.•Analyze and report on project metrics to drive continuous improvements.•Create and document upgrade, migration, and other repeatable procedures.•Identify process, support, and automation improvement opportunities.•Create and set standards for the PMO.•Assist in special PMO projects and programs.

• Monitored over 7000 devices within the Communication as a Service (CaaS) infrastructure as the primary resource and ensured 99.999% uptime of services by responding to alerts and escalations.• Executed response management and change control processes.• Researched, resolved and responded to alerts and issues as presented via the system monitoring.• Participated in team projects that enhanced the quality and efficiency of the CaaS support service.• Assisted in special CIC product-related issues as needed while working closely with the testing, development, and product management teams.• Performed move, add, change activity for customer systems.• Worked closely with the engineering teams to perform regular quarterly maintenance for application and infrastructure equipment.• Proactively managed alerts and escalations to closure.• Participated in customer support calls as needed.• Worked closely with junior team members in helping them build their knowledge within the Interactive infrastructure.

• Monitored over 4500 devices within the Communication as a Service (CaaS) infrastructure as the primary resource and ensured 99.999% uptime of services by responding to alerts and escalations.• Executed response management and change control processes.• Researched, resolved and responded to alerts and issues as presented via the system monitoring.• Participated in team projects that enhanced the quality and efficiency of the CaaS support service.• Assisted in special CIC product-related issues as needed while working closely with the testing, development, and product management teams.• Performed move, add, change activity for customer systems.• Worked closely with the engineering team to perform regular quarterly maintenance for application and infrastructure equipment.• Proactively managed alerts and escalations to closure.• Participated in customer support calls as needed.

• Monitored all Communication as a Service (CaaS) infrastructure systems as the primary resource and ensured 99.999% uptime of services by responding to alerts and escalations.• Executed response management and change control processes. • Communicated with customers and vendors. • Researched, resolved, and responded to alerts and issues as presented via the system monitoring. • Participated in team projects that enhanced the quality and efficiency of the CaaS support service. • Assisted in special CIC product-related issues as needed while working closely with the testing, development, and product management teams. • Performed move, add, and change activity for customer systems. • Worked closely with the engineering team to perform regular quarterly maintenance for application and infrastructure equipment. • Proactively managed alerts and escalations to closure. • Participated in customer support calls as needed.

Description of Duties:-Migration of file data from NAS and remote file servers to new Isilon or file server utilizing powershell and robocopy.-Modify login scripts as it relates to file migrations.-Analyze server configurations to make sure services other than file/print are not in use on servers prior to decommission.

• Onsite and remote manager of all information technology functions, client/server networking, security and communications for 6+ clients in various industries such as medical, government, non- profit, real estate, legal, banking and long-term care.• Dedicated support to 150+ users with dedicated accounts, 250+ workstations, laptops, kiosks, printers and mobile devices and maintained and/or created 15 servers including virtual, exchange, and SQL servers.• Designed and implemented total technology solutions for clients to facilitate growth, while also addressing security, performance, & budget concerns. Microsoft Windows Server installations, exchange servers, firewalls, managed antivirus and disaster recovery solutions.• Developed long-term cost saving solutions to help maximize employee productivity such ascloud computing, centralized computing, paperless workplace, wireless and mobile computing.• Project manager for software implementations and functioned as liaison between clients and software vendors. Software included medical records and electronic charting, financial systems, human resource and helpdesk systems.

Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. CCDC competitions ask student teams to assume administrative and protective duties for an existing "commercial" network - typically a small company with 50+ users, 7 to 10 servers, and common Internet services such as a web server, mail server, and e-commerce site.