Joseph Dickinson Email & Phone Number

Blue Bell, Pennsylvania, United States

Blue Bell Pa

Responsible for the Voice Operations for AstraZeneca and Talen Energy. Manage a staff of software engineers and service technicians who provide day to day MAC and BAU work for multiple locations in the US and Canada. Responsible for the software, hardware and other service telecom providers related to the Voice environment.

Wayne Pa

• Directed and managed voice and data communications infrastructure leading enterprise call recording systems / Racal, Dynamic Inst, NICE for both domestic and international locations. • Oversaw operations of telecommunications systems and delivery of product testing, services delivery and vendor management including call routing, Avaya and Genesys, for large complex call centers as well as small specialized contact centers.• Led $2.5M enterprise Video Conference System… Show more • Directed and managed voice and data communications infrastructure leading enterprise call recording systems / Racal, Dynamic Inst, NICE for both domestic and international locations. • Oversaw operations of telecommunications systems and delivery of product testing, services delivery and vendor management including call routing, Avaya and Genesys, for large complex call centers as well as small specialized contact centers.• Led $2.5M enterprise Video Conference System implementation.• Effectively managed enterprise telecom invoices. Implemented costs savings and removed unused circuits and services resulting in a savings of over $500K with AT&T and over $100K from Verizon. • Spearheaded, led and managed enterprise CDR system (Call Detail Records)• Collaborated with AT&T to ensure efficient call routing to the Enterprise, involving complex problem solving, technical support and liaison activities• Worked with the business teams to establish project goals, develop and carry out strategic plans build and recommend service level agreement standards.• Personally managing the on-site installation of the new call recording system in Europe and Asia Show less

• 15 years of call routing (Avaya and Genesys) for large complex call centers as well as small specialized contact centers.• Implemented Chat routing for Vanguard company website for servicing external clients.• Led International toll free routing as Vanguard expanded throughout the globe.• Developed operational procedures and support processes aligned with project implementations. • Managed Empirix test system successfully collaborating with various vendors of remote testing… Show more • 15 years of call routing (Avaya and Genesys) for large complex call centers as well as small specialized contact centers.• Implemented Chat routing for Vanguard company website for servicing external clients.• Led International toll free routing as Vanguard expanded throughout the globe.• Developed operational procedures and support processes aligned with project implementations. • Managed Empirix test system successfully collaborating with various vendors of remote testing tools, in compliance with Vanguard’s technical specifications and business requirements.• Managed multiple vendors ensuring the correct hardware and software was used for toll free number routing tests including: Megacom circuits and SDN Lines. • Established a reputation for vendor relations excellence; fostered excellent collaboration with multidisciplinary project teams.• Effectively lead and managed multiple complex projects with reengineering processes, network operations, telecom, IT coordination and change management to improve overall operational efficiencies achieving optimal results.• Complete major multiple project deliveries while continually staying abreast of industry required technical skills via professional training and development.• Acquired a solid foundation of technical skills and knowledge of the telecommunications industry, along with strong skills as a project manager and negotiator.• Genesys Technical Support for CTI infrastructure, including implementation fo new versions, as well as Tier 1-3 support for business groups.• Managed and implemented INOVA message board system and multiple upgrades• Managed and implemented Latitude Conference Bridge system. Grew from a 48 port to 1200 port system. Show less

Responsible for day to day operations for Retail contact center. Staffing models, reporting, routing.

Handled phone calls from shareholders and preformed account changes and processed monetary transactions.

Board Trustee for the Hospice and Home Care Foundation. Raised over $136,000 for the foundation. Supported other programs and fund raising initiatives.Also support ACHIEVEability, a Philadelphia-based nonprofit that seeks to help break the generational cycle of poverty for low income, single parent, and homeless families by providing academic, employment, housing and family support services. I have Chaired their golf outing and also have held lead roles in running their Food For… Show more Board Trustee for the Hospice and Home Care Foundation. Raised over $136,000 for the foundation. Supported other programs and fund raising initiatives.Also support ACHIEVEability, a Philadelphia-based nonprofit that seeks to help break the generational cycle of poverty for low income, single parent, and homeless families by providing academic, employment, housing and family support services. I have Chaired their golf outing and also have held lead roles in running their Food For Thought fund raising events. Show less

Bachelor Of Arts (B.A.), Humanities/Business

Activities and Societies: Golf Team - Harrisburg Campus, Student Government

Education record