Michael Bira Email & Phone Number

Contact Center Practice Provide business consulting services to clients to improve their contact center’sbusiness processes. Engage with prospective customer’s IT teams (App Support, Server Support,Network, Database, Helpdesk, etc) to provide architecture, design and best practicesknowledge to successfully implement and integrate new contact center projects. Manage customer engagement projects within documented scope and budget. Responsible for the creation of all Statements of Work and negotiating finaldeliverables with customers for their projects. Managed vendor relationships with primary suppliers to ensure correct pricinginformation on all engagements and enable training opportunities for engineeringgroup on new products.

Management of all telephony application development initiatives – integration of bothcustom and packaged CRM applications, other custom production relatedapplications as well as all IVR development for over 100 clients. Maintained minimal staff levels while supporting a 400% increase in the supporteduser base over 5 years including the addition of 3 new U.S. locations. Management of all telephony operations for multiple U.S. sites – capacity planning,break/fix, end-user issues as well as all system patches. Management of all telecommunication vendor relationships. Responsible for managing a $1million+ yearly budget with documented cost cuttingsuccesses with our strategic vendors. Envisioned and implemented entire Interactive Intelligence (CIC) phone systemarchitecture for division. Management of divisional help desk operations and staff. Achieved a 4.5/5 customerservice approval rating. Provided application & business process input to new clients to improve theiroperations & strategic effectiveness. Developed, recommended and implemented processes, standards, and technologyimprovements for all business units. Responsible for division’s capacity planning, telephony infrastructure design, disasterrecovery planning, and subject matter expert for complex customer initiatives.

Management of Interactive Intelligence product implementations utilizing teams ofMichaelBira Resume.docx Page 2 of 3Engineers, Development and Training personnel. Managing to scope and budget of proposed implementation. Responsible for total customer satisfaction for product implementations. Installation/configuration and debugging of SQL Server and MSMQ connections. CIC v1.3, v2.x, Dialer - Certified

Provided technical and functional leadership in client pursuit opportunities. Provided technical leadership during client engagements. Mentored consultants in both their career opportunities and day to day operationalassignments. Quality advisor within the Process Quality Assurance group. Assisted in the development of the marchFIRST call center solution offering. Designed technical architecture of an Integrated Solutions/Development lab used forshowcasing integrated solutions for call centers as well as a development base forconsultants.

Bs, Applied Computer Science

Aeronautical Engineering