Karen Waddle Email and Phone Number

Responsible for the delivery of telecommunications and contact center technical solutions. This involves managing 1,500+ toll free numbers for all lines of business including roadside assistance, membership, travel and insurance. Major accomplishments include the integration of two separate AAA clubs into a single telephony infrastructure and the successful migration of all toll free services from an outsourcer with TDM services, to a new SIP-based call center with IP Toll-Free. Integral in testing and trouble-shooting all IP Toll Free services, features and failover scenarios. Primary point of contact for Roadside Assistance Location Information Services platform, owned by the parent company, hosted in the AT&T network. Position has expanded to include project management, vendor management, technology solution delivery. IT team lead/project coordinator for specific initiatives including PCI compliance; roadside service call monitoring solution; business continuity plan solution; and data network & equipment refresh project. Other responsibilities include Avaya Experience Portal programming; Avaya Session Manager programming; and all circuit orders for all 2017 high visibility projects.

Member of the IT Telecom team for one of the largest companies in the insurance and travel sector. This involves managing 800+ toll free numbers for all lines of business including roadside assistance, membership, travel and insurance. Major accomplishment includes the successful migration of all toll free services from an outsourcer with TDM services, to a new SIP-based call center with IP Toll-Free. Integral in testing and trouble-shooting all IP Toll Free services, features and failover scenarios. Primary point of contact for Roadside Assistance Location Information Services platform, owned by the parent company, hosted in the AT&T network. Position has expanded to include project management, vendor management, technology solution delivery. IT team lead/project coordinator for specific initiatives including PCI compliance; roadside service call monitoring solution; business continuity plan solution; and data network & equipment refresh project. Other responsibilities include Avaya Experience Portal programming; Avaya Session Manager programming; and all circuit orders for all 2017 high visibility projects.

Design and sell contact center services specializing in Toll-Free networking, Toll-Free Advanced Features, IP Toll-Free and IP Toll-Free Advanced Features. Trained in the use of Route It, AT&T's customer-facing tool used for real-time provisioning of AT&T Toll-Free Advanced Features. Working knowledge of SIP Trunking and AT&T BVoIP services. Also support prem-based and hosted contact center solutions involving Interactive Voice Response (IVR) and Automatical Call Distribution platforms (ACD). Have working knowledge of AT&T internal platforms such as VoiceTone and Hosted Integrated Contact Services, as well as solutions involving Genesys and Cisco technology.