I am a CCaaS/contact center technology specialist specifically utilizing NICE CXone, Genesys Cloud, and Amazon Connect. My primary experience is in client-facing roles such as a Technical Account Manager, Solution Architect, Presales IT Solutions Consultant, Project Manager, and Product Manager. I have directly managed the technology relationship with over 50 clients (many in the Fortune 500). My skills include contact center transformation, innovation, project implementation, sales pipeline and proposals, incident management, and overall support of the business by providing a stable and reliable technical environment. My strengths are building strong relationships with clients by leading technology teams in designing and managing the overall technology solution and resolving client pain points. Recognized for resolving complex challenges with simple solutions. Summary of Accomplishments:• After migrating to a new CCaaS platform, a client's first peak season processed over 2 million interactions, had 97% containment in the IVR, 30% increase in CSAT, 10% reduction in AHT, and 15% improvement in sentiment from previous year.• Awarded a $40MIL contract when a customer immediately needed creative options to quickly deploy over 500 workstations. • Saved $10MIL in additional revenue with a dissatisfied client. Re-calibrated scope and reworked the design. Built trust and retained long-term business.• Weekend moving of 200 agents home due to Covid. Decreased AHT by 10% and had less technology issues. Eventual became a hybrid work environment due to work-at-home success. Became a focused case study.• Managed IT projects as an IT Project Manager for over 4 years. 90% on time and under budget delivery.• Recognized with the Employee Excellence Award two times. • Proficient in contact center technology such as Avaya and Cisco with related quality management, reporting, analytics, and WFM platforms. • Expert on SaaS delivery. What people say about me: “We know we’re hard to do business with and we always challenge your teams. We can’t believe your voice and IT teams were able to figure this one out in the timeline that we needed!” - Financial client that awarded additional $1.3MIL of annual business "Kent – Again, you met with [client] countless times regarding the IT set-up, security protocols, … You allowed them the time to flush out all their concerns and adequately address them. Incredible.” - Account Executive " I could trust him with clients and prospects. “- Ed Del Dotto (Sales/Account Executive)