Jonathan Shum Email & Phone Number

Hartford, Connecticut, Us

• Provide leadership and guidance for all projects and operations related to digital customer journey and Contact Center Telephony platforms• Develop Contact Center solutions, design, key capabilities and Roadmap strategies to align with Digital Strategy and Business goals• Collaborate with peers, directors, and executives on vision and focus in delivering omni channel experience and customer engagement success• Strategic vendor management, service level support, and future product enhancements• Develop business requirements for capital funded projects and deployments, architectural design and implementation• Business liaison and primary team lead for all enterprise contact center projects• Plan, develop, test, budget and implement various projects to meet key performance goals• Worked cross-functionally with various departments including state and federal compliance regulations• Managed, coached and developed direct reports• Led and managed talented teams to plan and implement project tasks meeting timelines and exceeding expectations

Hartford, Connecticut, Us

• Provide leadership and guidance for all projects and operations related to digital customer journey and Contact Center Telephony platforms.• Develop Contact Center solutions, design, and Roadmap strategy on behalf of Digital Strategy and Business Integration organizations. Collaborate with peers, directors, and executives on vision and focus in delivering an omni channel experience and customer 365 views.• Develop roadmap of customer service technology, key strategic capabilities, and vendor management partnerships.• Strategic vendor management of contracts, service level support, and future product enhancements.

Hartford, Connecticut, Us

• Develop framework for vendor partnership and support structure• Worked cross-functionally with Peers, Directors, and executives on vision and focus in delivering great customer experience• Develop strategic vision and roadmap of key customer service technology capabilities• Facilitate cross-functional incident management review, status updates and resolution• Design disaster recovery, business continuity, and mitigation plans in event of building emergencies or communications failure• Developed, plan, test, and implement various projects to meet expected key metric goals• Collaborate and provide guidance with peers on open items, documentation, and troubleshooting resolutions

Hartford, Connecticut, Us

• Primary lead of contact center technology business unit• Cross-functional collaboration incident ticket management with internal /external vendors• Document business requirements for project upgrades and deployments, as well as architect and develop implementation plans• Develop vision and roadmap of customer service technology and key strategic capabilities• Support and Administration of technologies related to Contact Center Operations, including IVR, ACD, call routing, call recording, outbound communications, call stats, service level goals and reporting• Consult with vendors for best practices and improvements for future and current environments• Collaborate with Peers, Directors, and executives to deliver successful customer engagement.

Westwood, Massachusetts, Us

Westwood, Massachusetts, Us

Westwood, Massachusetts, Us

Certifications, Microsoft Certified

Credits Earned

Credits Earned