• Work with clients for Multi-Channel Architecture including Voice, Email, Chat and Social Media channels, business analytics, methodology, completion rates and infrastructure• Develop Multi-modal applications using Genesys Architect• Provide business process mapping and re-engineering to meet client’s business goals• Work with customers on Customer Experience design• Mentor staff on skills and career path including definition of MBO’s

Mark Stallings is an Amazon Best Selling author living in Colorado Springs, Colorado since the early 80's. He is a member of Pikes Peak Writers, speaks at International conferences on Technology topics, is a writer of Wuxia, Fantasy, Thrillers and Military Sci Fi. Mark is a competitive shooter, avid martial artist, drinker of craft beer, and motorcycle enthusiast. He became an Amazon Bestselling author with his contribution to the Military Sci-Fi anthology in the 4Horsemen Universe ‘Set The Terms’ released through Chris Kennedy Publishing Spring of 2020. Mark released the first book in the Silver Coin Saga – The Elements through Shadow Alley Press summer of 2020. He continues to sling the ink with further stories in the Silver Coin Saga, The Eldros Legacy, and the 4Horsemen Universes.

Work with customers to establish technical architecture for contact center operations. Work with various technologies to enhance business operations and implement automation. Develop self-service applications to make use of proprietary framework integrated to Genesys, Nuance, Lumenvox, IBM Watson and other AI technologies.

• Manage all Pre-Sales, Consulting, Training and Support activities• Define and refine the practice’s captured body of knowledge for engagement improvement• Mentor staff on skills and career path including definition of MBO’s• Work with Product Management to provide input into product roadmap and design• Provide Level of Effort and delivery schedule with resourcing for SoW’s• Negotiate and manage vendor and consulting partnerships• Worked as a VUI Designer/Developer directly on customer engagements

• Perform Voice User Interface (VUI) design to include dialog design specification, tagging and dialog tuning• Work with clients for Voice Solutions Architecture including CTI, business analytics, methodology, completion rates and infrastructure• Provide business process mapping and re-engineering to meet client’s business goals• Develop IVR applications usng Genesys Composer• Perform Speech application tuning on Nuance 9 systems including GRXML grammar development

Worked with customers and development to ensure a smooth implementation of the Echopass management software on the Genesys technology environment.• Participated with customers on requirements definition and provide technology input for solution feasibility• Worked with clients for Voice Solutions Architecture including CTI, business analytics, methodology, completion rates and infrastructure on hosted Genesys, Empirix, Verint• Provided communication and issue tracking into Platform and Engineering teams on customer’s behalf using RightNow and Bugzilla• Coordinated with teams for requirements review, SoW creation, project planning, and implementation leveraging Salesforce.com for SoW tracking and Clarizen for project plans• Created and updated customer designs based upon gathered requirements

As a Voice solutions Architect, I work with customers and partners to understand the business drivers and make technology and business process recommendations to help maximize profit, increase customer satisfaction and enhance productivity.

Consultant• Perform Voice User Interface (VUI) design to include dialog design specification, tagging and dialog tuning• Run comprehensive dialog testing to validate prompts, grammar coverage and recognition ratesVUI Designer – Global Bank• Produced Detailed Call Flows and the Detailed Design Documents for banking applicationVUI Designer – International Insurance Company• Produced recommendations and the Detailed Design Documents to flatten their menu structure and enhance Self Service.VUI Designer – National Financial Services Company• Reviewed existing documentation and produced changes to the Detailed Design Document for an existing branch locator application to enhance usability.VUI Designer – International Telecommunications Company• Produced Global System Design (GSD), High Level Design (HLD) and the Detailed Design Documents for 5 applications.• Used the Intervoice Voice User Interface Design documentation and methodology

Work with the Voice Channel Management team to support VUI design initiatives across all of USAA's lines of business including Banking, Property & Casualty Insurance, Mortgages, Life, and Investments

• Managed service operations for North America to include PreSales, Training, Consulting and Support• Lead development engagements to ensure accurate delivery of project• Worked with clients in interactive sessions to recommend areas of improvement• Participate in business development including presales activities, trade shows and proposals• Defined and refined the practice’s captured body of knowledge for engagement improvement

• Perform Speech Recognition Voice User Interface (VUI) design and development• Work with Vendors on design and development deliverables• Introduce development standards to improve efficiency (FPA, UML, ITIL)• Provide direction and feedback to architecture and environment• Develop and refine Speech applications that receive 575 million calls per year• Created and maintain Call Steering application that routes calls to 40+ call centers• Use Edify IVR and Nuance Statistical “Say Anything” grammars• Perform business analysis on call performance against business objectives

• Performed Speech Recognition VUI design and development• Worked with Vendors on design and development deliverables• Identified areas of efficiency through exhaustive code review• Tuned grammars, prompts and lexicon• Provided direction and feedback to architecture and environment• Developed and refine Speech applications that receive 575 million calls per year• Used Edify, VXML, and Nuance Statistical “Say Anything” grammars• Connected to Oracle, WebSphere and MQSeries

• Established technology standards and policies for PhoenixCTI to include UML, Function Point Analysis and ITIL initiatives.• Performed Speech Recognition VUI design and development• Lead development engagements to ensure accurate delivery of project• Trained developers on Edify, Speech Recognition and related technologies• Worked with clients in interactive sessions to recommend areas of improvement• Member of engagement team to attach ROI and Net Present Value to proposed solutions

• Worked with engineering to define and refine design for new product• Participated in international presales and marketing efforts for new product• Lead architecture and design initiatives globally for Professional Services• Member of Senior Management team to define strategic direction of new product• Contributed to project management schedule for engagements

Company providing technology and consulting for Edify IVR, Clarify CRM and Genesys CTI.

• Managed technical tasks for staff of 4 supporting 26 clients across 5 Call Centers• Provided technical direction to Senior management of Call Center Services• Implemented Genesys in 3 call centers to include integration with Edify systems• Led development projects for Microsoft, Hewlett Packard, Compaq, American Stores• Created CTI applications utilizing Genesys and Edify including DLL, Hosts, and Oracle database access

Provided network managment and PC migration.

Managed 60 customers across North America