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Over 20 years experience designing, implementing and supporting contact center solutions. I am an expert in contact center environments with Avaya, NICE Systems and Witness/Verint. Technical support, consulting, administration and sales support. Expert knowledge of call center administration and support within diverse environments including Avaya CM and CTI applications, call recording and reporting Proven expertise in supporting and troubleshooting hardware and software Dependable, focused professional with the ability to interface effectively with upper management, vendors, staff, peers and users Demonstrated ability to satisfy users through analysis and problem resolution. Dedicated to multiple high profile clients Strong technical background with a solid history of delivering outstanding customer service and quality
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Wfo Solutions ConsultantFive9 Feb 2017 - PresentSan Ramon, Ca, UsWFO Professional Services organization, consulting on WFO with Five9 VCC cloud contact center solution. -
Solutions Architect - Avaya Professional ServicesAvaya Jun 2010 - Feb 2017Morristown, New Jersey, UsContact Center and Workforce Optimization team. Supporting Avaya's new WFO solution suite; including Avaya Contact Recorder, Quality Monitoring and Workforce Management. Also supporting the CTI applications via AES and Communication Manager. -
System Integrator IiAvaya May 2006 - Jun 2010Morristown, New Jersey, UsMember of highly skilled, technical team supporting customers, partners and sales organization. Develop customer relationships from initial on-boarding through multiple phases of the contract. Design and support contact center solutions from call routing to call recording and all components. Administer all aspects of call center applications and servers. Dedicated engineer for multiple large clients Support Avaya Communication Manager, CMS, CMS Supervisor and Audix Administered call centers including vectoring, CMS reports, agent/station configurations, voicemail and CM configurations Team lead/SME on call recording/monitoring solutions including Witness/Verint and NICE Systems (8.X and Perform) Consult with management and sales/offer teams to provide effective contact center solutions and support Responsible for 24/7 support and systems maintenance
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Tech Support EngineerNice Systems 2002 - May 2006Hoboken, New Jersey, UsAccountable for administering, configuring, optimizing and supporting customer call recording infrastructure consisting of multiple sites each with multiple servers and users. Research and investigate software and hardware issues to minimize down time and increase efficiency. Analyzed and resolved network and server connectivity issues in conjunction with other vendors. Administered database backup/recovery solutions utilizing SQL. Provided support to management and end users on all administration, software and hardware issues. Dedicated support engineer for 2 Fortune 100 companies with over 200 combined servers and 8000+ users Supported and administered NICE CLS’, voice loggers, screen loggers, Storage Centers, media libraries and NICE applications for multi-site environments Managed vendor relationships to accomplish quick resolution Consulted with management to provide cost-effective, reliable solutions Developed documentation to train both clients as well as peers Responsible for 24/7 support and maintenance of high profile clients’ systems -
Proposal ManagerAvaya Inc Jan 1993 - Jan 2002Responsible for delivering top quality sales proposals to sales teams. This includes managing the entire RFP project from initial assessment to delivery. Was part of a team that increased supported opportunities from $534 Million to $1.08 Billion annually. Provided sales support for Request For Proposals (RFP) with expertise in customer relationship management (CRM), contact center applications and call processingManaged RFP projects by working with account teams and technical resources. This included hosting "kickoff" calls, creating and distributing time-lines, task lists and coordinating all responses to achieve a final proposalWrote technical responses to proposals in order to ensure technical validity and accuracy.Customer Relationship Management -Tier 2 Sales SpecialistPart of a multi-tier sales support organization. I was responsible for receiving, assessing and qualifying large sales opportunities from the field sales organization. I provided technical consultation to the sales teams to determine which solution would best solve the customer business needs. Once the solution was determined, I would provide resources to the sales team to move forward and complete the sale. Provided sales support for CRM opportunities. This included assessing all opportunities to determine budget, time frames involved and feasibility of the proposed solution.Lead a communications team of sales and service leaders to discuss and review sales opportunities. This resulted in quicker sales cycles, generating revenuesProvided day-to-day direction and identified requirements for sales support and resource managementManaged a sales funnel with over $150M in sales revenues, using Siebel sales software.
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Senior Call Center ConsultantAvaya Inc. 1993 - 2000Senior team member, supporting customers and sales organization. Developed customer relationships from initial on-site consultation through multiple phases of the contract. Designed voice network and call center solutions, including implementation. Administered call center servers and users. Liaison between customer, sales and vendors.Dedicated consultant for multiple large clientsSupported Avaya Definity PBX, CMS, CentreVu Supervisor and AudixAdministered call centers including vectoring, CMS reports, agent/station configurations, voicemail and switch configurationsDesigned multi-site call routing solutions using CentreVu Virtual Routing and Best Services RoutingConsulted with management to provide effective call routing solutionsResponsible for 24/7 support and systems maintenance
Kirk Yoder Skills
Frequently Asked Questions about Kirk Yoder
What company does Kirk Yoder work for?
Kirk Yoder works for Five9
What is Kirk Yoder's role at the current company?
Kirk Yoder's current role is Senior WFO Solutions Consultant at Five9.
What is Kirk Yoder's email address?
Kirk Yoder's email address is ky****@****aya.com
What is Kirk Yoder's direct phone number?
Kirk Yoder's direct phone number is +190869*****
What skills is Kirk Yoder known for?
Kirk Yoder has skills like Avaya, Cti, Voip, Contact Centers, Call Centers, Telecommunications, Call Logging, Telephony, Routing, Sip, Unified Communications, Ivr.
Who are Kirk Yoder's colleagues?
Kirk Yoder's colleagues are Sami Heikkilä, Rhia Galman, Zare-Ann Tentativa, Orven Andrei Aquino, Alicia Beresford, Jake Taylor, Sudeep Kumar.
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