Participation (generally as the Business Systems Analyst role, but not exclusively) in Omnichannel contact center technology implementation.Provide consultation and expertise for the business operations to improve business processes and implement technology solutions.

Discover, investigate, recommend, and implement ways to make Highland a better business:• Culture• Strategy• Operations• Process• Technology

Senior Business Systems Analyst (JAN 2013 – JUN 2019):RESPONSIBILITIES• Requirements establishment, solution discovery, proofs of concept, and implementation support for: - contact center projects pertaining to individual business operations - enterprise-wide contact center initiatives• Participation (generally as the Business Systems Analyst role, but not exclusively) in major service delivery initiatives.ACCOMPLISHMENTSCompleted the BSA deliverables for numerous contact center projects and initiative:• Charter• High Level Requirements• Detailed Requirements• Requirements Traceability• Business Impact Analysis• Business Process Change• IM Coherence Assessment• Functional Test Cases• User Acceptance Testing• Solution designFulfilled Project Manager role for small to medium sized projects.Significant involvement in and influence on the enterprise contact center technology strategy.Maintained the documented profile of contact center operations within Xerox and the application of contact center technology.Critical involvement (primarily, but not limited to, the BSA role) in the successful replacement of the call center platform in the U.S., Canada, as well as the implementation of the new solution (Avaya) for the operations in Guatemala.Member of the next generation service delivery Scrum team:• learned and participated in the Agile/Scrum process• investigated business processes, learned new technology (ServiceNow), and developed User Stories and Acceptance CriteriaInvestigated and produced process documentation specifically relating to the use of Siebel Partner Management.Significant participation in service delivery initiatives for Customer self-service, chat and chatbot capabilities, and omni-channel engagement – mainly BSA role.Participated in and oftentimes led various contact center issues and projects.

RESPONSIBILITIES:Implementation and ongoing operation of a contact center lab; oversight of Lab proof of concept, development, testing, and demonstration of contact center technology within Xerox.Contact center technology strategy assessment, requirements, and implementation support (proof of concept through production startup).Significant participation in contact center infrastructure projects in varying roles – Business Systems Analyst, Project Manager, Solution Design, Implementation.ACCOMPLISHMENTS:Planned, implemented, and managed the Contact Center Lab, including servers, software, network, and clients, which was utilized for significant projects and initiatives for the call centers across the Xerox enterprise:• new contact center solution development and testing• solution proofs of concept• demonstration of new contact center technology• pre-production testing of software changes and enhancementsWas the subject matter expert for telecom and contact center technology, driving the implementation of new technologies for business productivity.Supported major call center and CRM initiatives through the Contact Center Lab with:• contact center technology subject matter expertise• requirements elicitation, documentation, and communication• analysis• solution validation• acceptance testing• project management (for small to medium projects)Led specific projects for development and implementation of contact center technology for the business operations.Managed the budget for lab maintenance and contact center initiatives.Participated in the Contact Center Leadership Council within Xerox; established and maintained key relationships with contact center business leaders within Xerox.Led Contact Center technology reviews for various levels of Xerox management.Represented Xerox at an Aspect annual users conference; presented the Contact Center Lab and the use of call center technology within Xerox.Hired and managed Lab resources.