Luke D'Mello Email & Phone Number

Menlo Park, Ca, Us

Leading a European team of professional services consultants focused on the architectural design and deployment of Genesys customer experience solutions and enterprise migrations to Genesys Cloud throughout the EMEA regionPrinciple duties:- Execution of Genesys strategy in region- Enablement of customers, partners and internal teams on migration and automation tools- Conducting customer workshops on business continuity and disaster recovery strategies in Genesys Cloud- Services estimations and architectural designs for migrations and deployments- Project resourcing, utilisation and escalations management- Development of individual and team training plans- Mentoring and motivating team members to achieve personal development goals- New starter selection, evaluation, recruitment and onboarding- Active technical participation in select major customer accounts

Menlo Park, Ca, Us

Professional Services Senior Manager for a team of consultants engaged in the design and implementation of Genesys Multicloud CX and Genesys Cloud solutions throughout the EMEA and APAC region.Principle duties:- Enablement of team on Multicloud technologies- Commercialization of Genesys Multicloud CX solutions as part of the Beta program- Services estimations and architectural designs for Multicloud CX migrations and deployments- Assessing Multicloud readiness of customers and partners- Project resourcing, scheduling and team training- Mentoring and motivating team members to achieve personal goals- Active technical participation in select major customer accounts- Gaining and maintaining knowledge of Multicloud technologies including containerization, microservices, Docker, Kubernetes, Openshift, AWS, Azure, Google Cloud and all new Genesys Multicloud CX solutions as they come to market

Menlo Park, Ca, Us

Responsible for the design and implementation of Genesys Customer Experience Platform solutions to enterprise customers throughout the EMEA region, involving a wide range of Genesys products including Genesys Framework, T-Server, SIP Server, Voice Platform, Outbound Contact Server, and Inbound Routing for Voice and eServices with both IRD and Composer. I am one of the global experts for Genesys Interaction Recorder (Voice Recording and Quality Management), and was involved in the largest ever deployment of this solution.I am also a certified Genesys Business Edition consultant, responsible for delivering technical workshops to Genesys partners on how to deploy and configure this all-in-one Genesys solution (including inbound voice, email, chat and outbound).

Developing and implementing multi-channel contact centre solutionsScoping customer requirements and managing customer workshops/discovery sessionsDesigning and documenting solutions including writing Statements of WorkPresales support throughout sales cycleContributing to technical components of RFIs/RFPs and proposalsConducting technical product demonstrationsDeveloping proofs of concept to support pre sales in winning new businessMaintaining an applications development lab and demonstration environmentProviding tailored technical training to engineers and end-usersProviding specialist applications supportKey Skills/Technologies Used:Avaya Aura Contact Centre 6.2, 6.3, Altitude Contact Centre product suite, CTI, Screen-popping, IVR, Multimedia, Email, Web Chat/Collaboration, Outbound Diallers, Custom Reporting, Avaya Interaction Centre, Operational Analyst, Application Enablement Server, Communications Manager.Databases: MS SQL Server, Oracle, SQL ProgrammingAd-hoc applications development in Visual C# .NET, VB .NETCustom reporting using Cognos Impromptu, Excel, VBAWindows Server 2003, 2008, Red Hat LinuxGeneral networking, VOIP, IP, SIP knowledge

Melville, Ny, Us

- Pre Sales Consultant / Sales Engineer role, supporting CosmoCom's new and existing partners, assisting them to deliver consistent on-target revenues through the sale of Cosmocom’s hosted IP contact centre solutions, in line with Cosmocom’s revenue and market-share growth plans.CosmoCall Universe Product is a multi-tenant, carrier-grade, hosted multi-media contact centre solution – now owned by Enghouse Interactive and rebranded as Contact Center: Cloud.CosmoCall is also the technology behind the BT solution: BT Cloud Contact.- Working on bid reviews and submissions (ITT/RFP).- Developing and maintaining technical presentations and demonstrations.

Providing CTI / CRM / CIM applications support, development and consultancy to CCT clientsProviding consultancy and support to Pre Sales and Sales Teams to assist with winning new applications businessAssisting with tender responsesConducting customer demos and presentationsScoping customer requirementsDesigning and documenting solutions - Statements of WorkProject planning, developing and implementing solutions on customer sitesProviding technical training to engineersProviding specialist applications supportKey

Lisbon, Pt

Providing pre- and post-sales technical consultancy for Altitude’s CTI/CRM product (UCI 2000), designing solutions to meet client business requirements, project management and onsite development and implementation of these solutions, and providing ongoing support/training.

Bsc(Hons), Cognitive Science

Education record