Lee Clements Email & Phone Number

Greenwood Village, Colorado, US

Focused on Digital Transformation within the contact center space, delivering complex solutions leveraging the latest innovations from Genesys to enable our clients to build meaningful and lasting customer relationships by delivering a seamless omnichannel customer experience.

Chicago, IL, US

• West Unified Communications Services combine experience and expertise to offer a powerful, fully integrated cloud-based contact centre and UC solution. I have ownership of the end-to-end delivery process for new orders.
• Ensuring adherence to and improvement of existing delivery processes, and enhancing documentation.
• Maintaining customer relationships at an executive level with a view to working with the customers on new opportunities and engaging Sales when necessary.
• Team member management including personal development plans, regular reviews and appraisals, objective setting, discipline and hiring/exit interviews as appropriate.
• Monthly reporting to the board on delivery progress and KPIs.
• Regular reviews of customers’ operational metrics to ensure best adoption of Cloud Contact/Recording/PBX features to optimize these metrics.

Austin, TX, US

• Architect and Operations Manager for the European Client Technology Solutions team. Daily activities include client management, design and delivery of complex telephony solutions, overseeing the provision of a 24x7.
• Solution architect for a new Genesys IVR solution migrating from legacy TDM to a SIP based solution handling in excess of 80k calls per day; including overall system design, geo-redundancy and capacity planning and.
• Solution architect and project manager for the creation of new middleware to provide dynamic and customer data driven features for voice self-service applications.
• Driving NPS from a negative to positive score through optimization of voice self-service applications across multiple customer segments.
• Following the introduction of a continued service improvement process, post-deployment incidents were significantly reduced with the design and implementation of an automated build and deployment tool.

Austin, TX, US

Support and development of bespoke CTI-enabled CRM application using Visual Basic, provision of 3rd level support for two European contact centres utilising Genesys v7.0, this includes IVR and Call Routing strategies. Responsible for managing support contract, ensuring SLA's are adhered to, providing weekly/monthly operational reports to senior management..

Technical and operational consultancy roles including business needs analysis, requirements definition for CTI-based projects, application development using Visual Basic and MS SQL Server, implementation engineering for call centre projects, user training and post implementation support.

Provision of EPOS retails solutions for Garden Centres across the UK and Ireland. Software development technology included Visual Basic 6, SQL Server, Crystal Reports and transaction clearing systems. Implementation of multi-unit installations; user training and post implementation support.

Development of financial services application used by IFA's for data capture and product recommendation. Unit and system testing. Technical application support.