Marcus Hopkins Email & Phone Number

Palo Alto , California, Us

Directing and building a team of implementations engineers focused on delivery and installation of all Uniphore solutions. Oversee all installation and day 1 operations in the Americas and responsible for coordinating engineering support/installations across the globe. Enable and drive cross functional organizations resolve critical customer situations and drive functionality through data into the next generation of products (SaaS CCaaS).

New York, New York, Us

Responsible for global deployment and operations of all contact center and trading floor voice recording, voice biometric and voice analytics technologies. Additionally, accountable for the overseeing and maintaining of global technology supporting 300,000 employees, 70,000 contact center agents and 10,000 trading floor clients. Provides direction and oversees $100 MM in capital programs annually. Directs and leads a team of 13 Vice Presidents and 30+ contractors focused on business and technology transformation. • Managed global platform with NICE, Cybertech, Verint, and Analytics for 50 countries supporting 70,000 contact center and 10,000 trading floor clients.• Initiated cost-reduction program which reduced budget spend by 21% over 2 years• Produced average of $8 MM yearly in cost avoidance/savings through negotiations, contract reviews, and vendor competition.• Migrated globally all historical voice recordings and analytics (1.6 Petabytes) to Object Storage from NAS and EMC Centera resulting in cost reduction $16 MM yearly.• Drove DevOps strategy with automation and self service for value-added end user functionality• Directed all aspects of solution development lifecycles, including requirements gathering, design specification, testing, and implementation to production environments• Defined operational and technical requirements for project to develop, implement, and support new end user architectures by collaborating with cross-functional global teams. • Digital Transformation and Cloud Experience• Integrated LiveVox on AWS with integration to on premise NICE Engage Solution with Nexidia Analytics• Evaluation and architect soundness of various cloud solutions NICE InContact, Genesys, LiveVox, Nexidia, Cisco, PinDrop, AWS, and Verint.• Implemented Micro Service strategy for Voice Recording confirmation and Sales confirmation for the contact center with API integration

New York, New York, Us

Responsible for the day-to-day operational support and project integration for consumer contact centers with 2.5 billion customer contacts and 70,000 customer support agents. Directed a team of 20 contact center engineers and 20+ contractors who support ed North America voice recording and voice analytics.• Centralized all contact center technologies into 2 strategic North America data centers delivering $15 MM in annual operating expense reduction• Strategically and successfully led the implementation of two global Integrations from NICE Perform to NICE Interaction Management and 4 year later NICE NIM and IA to NICE Engage and Nexidia globally for all Citi call recording and voice analytics.• Executed voice analytics technology for 40,000 agents, improving compliance, customer experience and operational efficiencies • Significantly improved Incident Management processes for voice recording that lead to decrease of incidents in the North America voice recording by 120% with consistency of no severity 1 or 2 incidents in 18 months• Key player in driving next generation strategies for contact centers, including Omni Channel technologies• Implemented Pindrop’s voice fraud detection system on premise and a cloud hosted solution which prevented significant fraud losses• Delivered voice biometric technology platform in North America and Asia achieving significant reductions in operational savings and improvements of customer satisfaction, which won a Gartner Award• Leader and contributor for 2 global RFP of voice recording technology and helped negotiations, analysis, and assessment of multiple voice recording vendors• Implemented and Managed day to day operations of the largest and most complex voice recording and analytic platform per vendor and peer review.

New York, New York, Us

Responsible for technology development, day to day operations, NICE recording administration, and sales compliance regulations for all of North America credit card add on product sales for Citigroup. Managed, end to end, of all Sales Compliance applications, programing/development to operational support. Lead 4 programmers, 10 voice recording engineers, 5 L2/L3 support engineers, and 3 project managers focused on the delivery of compliant practices, technology, and recording for the Citicards Operations. • Manage direct reports and matrix employees across multiple locations locally and internationally• Manage $3 million budget for the National Sales Compliance department• I.S.A. (Information Security Administration Manager) for 1800+ Users and 30000+ agents of the NICE Recording platform and all internal applications developed by National Sales Compliance• Technical Manager for NICE system administration department for the multiple SQL servers, IIS, and phone loggers in multiple locations across the United States and international vendor sites for NICE QM, NICE 8.8/8.9, and NICE Perform• Quality Control manager for National Sales Compliance• Project Manager for entire NICE recording platform for Citigroup Sales Compliance RecordingC.O.B. (Continuity Of Business) Manager for National Sales Compliance• Record Retention Coordinator for National Sales Compliance (Sarbanes-Oxley proficient)• Risk Control Self-Assessment Coordinator for National Sales Compliance• Build internal/external applications to automate M.I.S. for Citigroup Sales organizations• Vulnerability Assessment Manager for all testing on internal and external applications developed and maintained by my development team• Partner with our legal department to ensure we are adhering to all regulations and legalities relating to telemarketing practices and policies.

New York, New York, Us

•Managed a 24/7 Department (Emergency Services) & Managed a Visually Impaired Card activations Team (Team 9)•Managed a staff of 18, involving training, work flow, quality control, conflict resolution, review processes, and goal sharing•Successfully increased internal V.O.E. (Voice of Employee) results by 18% •Web Site Manager for Emergency Services & Visually Impaired•Track scheduling, overtime, and vacation utilizing internal scheduler application•Managed and maintained Capital Expense Plan for Visually Impaired project•Manage relations with outside Vendors: Job Assistance With Speech (JAWS)•Increased productivity in Emergency Services by 275% and Visually Impaired by 22%•COB (Continuity of Business) Manager for Emergency Services Department

New York, New York, Us

New York, New York, Us

•Create annual operating plans that support strategic direction set by the board and correlate with annual operating budgets; submits annual plans to the board for approval•Collaborate with the board to define and articulate the organization’s vision and to develop strategies for achieving that vision•Develop and monitor strategies for ensuring the long-term financial viability of the organization•Develop future leadership within the organization•Promote a culture that reflects the organization’s values, encourages good performance, and rewards productivity•Hire, manage, and fire the human resources of the organization according to authorized personnel policies and procedures that fully conform to current laws and regulations•Oversee the operations of organization and manages its compliance with legal and regulatory requirements•Ensure that staff and board have sufficient and up-to-date information.•Evaluate the organization’s and the staff’s performance on a regular basis•Oversee staff in developing annual budgets that support operating plans and submits budgets for board approval •Prudently manages the organization's resources within budget guidelines according to current laws and regulations•Ensure that staff practices all appropriate accounting procedures in compliance with Generally Accepted Accounting Principles (GAAP).•Provide prompt, thorough, and accurate information to keep the board appropriately informed of the organization’s financial position•Serve as the primary spokesperson and representative for the organization •Assure that the organization and its mission, programs, and services are consistently presented in a strong, positive image to relevant stakeholders•Actively advocates for the organization, its beliefs, and its programmatic efforts •Act as a liaison between the organization and the community, building relationships with peer organizations when appropriate

Mba, Business Administration

Ba, Management