Michael Socic Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

I joined Civica in November 2020 in their Libraries and Education Team, specifically managing the Professional Services Delivery team. This team was made up of project management, technical and training resources, who provide services to implement and support Civica’s Libraries and Education software to Councils, Government Departments, Libraries, and Independent schools. My role was as Delivery Manager and was responsible for the Libraries and Education services team (10+ staff) managing the operations of the team.

Melbourne, Australia

Senior Delivery Manager at Origin EnergyAt Origin Energy, my role was as Senior Delivery Manager for their SmartIVR initiative, moving their customer contact experience to a SaaS-based service based upon Amazon. The role involved leadership of multiple cross-functional teams implementing foundational technology changes and product roadmaps for their customer experience platform, targeting delivery of an improved customer experience.Specifically, this included responsibility for: - Technical and business transformation from Avaya to Amazon Connect for Origin’s People and Culture, Business Energy, LPG, and National Response Centre agent teams. - Technical deployment of new SaaS-based solutions for Origin’s Outbound Dialer (VocalCom) and Workforce Management (Aspect). - Deployment of new Quality Management solutions for screen recording (Teramind) and agent evaluations (Formstack)- Project management of multiple work teams, both internal and 3rd party- Financial management of vendor contracts- Business Change Management. - Resourcing- Reporting to Control Boards and Steering Committees- Project Management of Agile teams, using tools such as Confluence and JIRAhttps://www.itnews.com.au/news/origin-energy-powers-self-service-expansion-with-amazon-connect-550135

Melbourne, Australia

Senior Technical Project Manager at VoiceFoundry ANZI joined VoiceFoundry in April 2019 in their Professional Services team, managing the Amazon Connect Implementation for National Australia Bank (NAB). This project’s remit was to move their contact centre and IVR systems from their current Genesys platform to Amazon Connect in the cloud. VoiceFoundry was contracted by Amazon to deliver specific management applications for Amazon Connect to NAB, as well as convert their existing IVR customer facing call flows and Call Steering applications. My role was as Senior Technical Project Manager for the project, managing the VoiceFoundry deliverables for the project. This involved managing a team of 10+ resources delivering 6 specific work-streams in an Agile environment.https://www.linkedin.com/company/voicefoundry-apac/

Melbourne, Australia

In this role, I managed the Project Management team for Nuance in region (5+ direct reports), and was Practice Discipline Lead for Project delivery. This involved: o Line management responsibility for the Project Management Teamo Project Management Office, maintaining appropriate project governance and discipline across the regions project service deliveryo Professional Service Process Deliveryo Practice Metricso Sales Estimation

Melbourne, Australia

In addition to being responsible for Project Services delivery and PMO across the region, I delivered a number of new and ground-breaking applications using Nuance software across Australia and New Zealand. These included: o Voice Biometrics to the Australian Taxation Office (ATO) and ANZ NZo Virtual Assistant/AI to ATO, Sensis, Service Victoria, and Australia Post. o Enterprise Call Steering/IVR Solutions to Jetstar, Latitude, Telstra, and ANZ. o Voice Mail to Text for Telstra and Optus.In this roles, my responsibilities included project planning, budgeting and forecasting, monitoring project cost and deliverables, managing the relationship between customer and Nuance, and following process using tools such as JIRA and Confluence.

In this role, reporting to the PS Director for ANZ, I was responsible for Nuance’s Professional Services engagements in Victoria, as well as to interstate telco customers such as Optus and Vodafone. I also had line management responsibility of 10+ staff, based in Victoria, and all PMs in ANZ, managing performance and professional development of these staff. I also managed the PMO for the APAC region

In this role, I managed Nuance’s Professional Services engagements for the Mobility business line in the APAC region. Nuance develops and deploys a number of products targeting the mobile phone and voice portal markets, and I was responsible for delivery of these projects across the region. Customers included Telstra in Australia, and Airtel and Comviva in India. I also had line management responsibility for 10+ staff, including developers, designers, speech scientists, and project managers, based in Australia and India, managing performance and professional development of these staff.

In his role, I managed multiple development and support projects largely with Telstra. These projects were centred on delivery of directory assistance applications and customer care applications to Telstra’s Network Operations group. At any one time, the role involved managing multiple concurrent projects using Nuance consultants based in Australia, India and USA. My responsibilities included project planning, budgeting and forecasting, monitoring project cost and deliverables, managing performance and development of all staff, managing the relationship between Telstra Management and Nuance, and reporting project status to both Nuance and Telstra. The role also included identification of new opportunities and consultative selling of customer care services within Telstra. In my regional role, I was responsible for delivering Nuance software and services to customers such as GE Finance in Japan and Australia, ASB Bank in New Zealand, Swan Taxis in Perth, Optus, and Vodafone.

I began working at Unisys at their research and development arm, ACUS. I worked there until the closure of the Melbourne site in May 1994. During my time there, I worked on the development of a product known as Designer Workbench (DW).I joined their Systems Integration Practice in1994. My roles here mainly involved project directorship, project management and technical leadership in the implementation of information systems for customers such as Ausdoc Information Management, Australia Post, Ansett, Qantas, Telstra and Australian Customs. I also performed some consulting roles for agencies such as the Victorian Department of Premier and Cabinet in the areas of project management and document management. Within Unisys, I also facilitated the Unisys Project Management Certification Program and other consulting skills courses as part of the Unisys University training program.

B.Sc, Mathematics, Computer Science

M.Sc, Astronomy

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