• Executes on interaction user experience from concept through production.• Integrates contact center environment capabilities including IVR, call flows, voice user interface design and web services.• Translates business requirements into meaningful customer interaction experiences.• Identifies integration dependencies between telecommunication adjunct products and the interaction routing platforms (Natural Language Processing, Hold Place in Queue, Verint Post Call Survey, etc.)• Produces application designs for customer interaction experiences to meet both the needs of business areas and to provide technical requirements for code development.• Utilizes data analytics tools (Splunk, CAR), and interaction routing tools (Cisco ICM Script Editor, Customer Voice Portal), customer collaboration technologies (e.g. Cisco Unified Contact Center Enterprise), to deliver telecommunication services and solutions.

• Provided Verint WFO 3rd level Systems Support to over 32,000 business partners• Served as the Communications Lead for the 2nd and 3rd level Verint Systems Support Team• Conducted triage and root cause analysis of unplanned outages ensuring a timely recovery and minimal downtime to business partners• Developed processes and procedures to ensure industry best practices were being followed within the Verint Systems Support Team• Partnered with client leadership for the management of the application's vendor (Verint)• Streamlined the ticket routing process between all levels of application support.

• Responsible for UC Contact Center skill development and delivery of technological communication integration projects, focusing on training, education, and support.• Concluded tasks involving the resolution of client/business partner questions, as well as the understanding of communication software and hardware by simulating real-life training environments where learners' are encouraged to practice skills with positive support of the organization.• Tracked and analyzed curriculum effectiveness of training programs and conducted follow-up programs to ensure applicability of course materials. • Provided coaching, feedback, development, and leadership to team members. • Analyzed Application Design Documents and call flow diagrams to create training strategies for business partners.• Collaborated with subject matter experts to develop training, meeting the needs of business partners.• Assessed needs of business partners regarding Unified Communications technologies and end user strategies.• Tested technology for business requirements and documented process changes.• Performed first-line troubleshooting for business partners.

• Delivered train-the-trainer on curriculum developed and facilitated instructor lead classes as needed.• Collaborated with Project Managers on a national level implementing the CAIRS database system and end-user needs across 33 programs in 27 states.• Conducted gap analysis identifying training and developmental needs.• Created, developed and modified training based on gap analysis.• Worked with leadership to validate training needs and review end-user feedback.• Developed curriculum and training materials: corporate policy and procedure, operations, and personnel development.• Successfully navigated complex department and hierarchical systems to implement new training.• Effectively facilitated classroom sessions: new hire orientation, crisis prevention, and database training. • Assisted in the development of cyclic, yearly and long-term training plans for clients and staff.• Coordinated all aspects of “service to community” projects performed by cadets. • Scheduled and coordinated the use of required training sites and facilities.

• Directly supervised 35 junior enlisted personnel.• Escalated opportunities for improved procedure and policy knowledge to senior leadership.• Served as training lead for all levels of personnel: Navy policy, command policy, and safety training.• Identified lack of damage control knowledge and increased divisional knowledge from 40% to 100%. • Served as Primary Small Arms Line Coach and oversaw the qualification of 1,000+ personnel. • Maintaining the divisional operational budget and monitored divisional spending. • Accounted for the inventory and stowage of more than $10,000,000 worth of military equipment.