Michael She Email & Phone Number

Richmond Hill, On, Ca

Greater Toronto Area, Canada

I am part of the Canadian Business Applications Dynamics 365 Team, supporting Financial Services in Canada, including the Big 5 Banks, Credit Unions, and Insurance companies. My portfolio encompasses Dynamics 365 CRM, including Contact Center, Copilot Studio, and Power Apps Low-Code Tools.In this role, I assist organizations with their digital transformation efforts and help them execute their strategic business priorities by leveraging the capabilities of Microsoft Dynamics 365 and the Microsoft Cloud portfolio.

Toronto, Ontario, Canada

GBB Technical Specialist for Dynamics 365 Contact Center, specializing in CCaaS sales and the integration of advanced technologies such as Copilot Studio, Generative AI, chatbots, voice bots, biometrics, natural language understanding (NLU), and text-to-speech (TTS).I have deep technical expertise and act as a trusted advisor to business stakeholders and executives, driving sales and supporting strategic discussions on the implementation of omnichannel contact center solutions that enhance customer engagement and operational efficiency.I currently support strategic FINSERV accounts in North America, including Canada's Big 5 banks and major US financial institutions.

Greater Toronto Area, Canada

Greater Toronto Area, Canada

• Part of the Enterprise Strategic National Accounts team responsible for named and strategic accounts in Canada.• Provide support for account executives with an emphasis on Financials and Insurance verticals.• Responsible for designing omni channel solutions that integrate Nuance technologies including Conversational IVR, text-to-speech, speech recognition, voice biometrics, virtual assistant/chatbots, artificial intelligence (A.I.), and omni-channel proactive engagement.• Part of the SE SME team covering biometrics and security.• Worked closely in partnership with the AE to sell voice biometrics and natural language technologies into Canada’s Big 5 banks and insurance companies. • Well versed in active, passive, behavioral, facial, and offline voice biometrics technology.• Provide strategic positioning and solution design to help guide the sales team through complex technical sales cycles • Deliver dynamic presentations and product presentations to stakeholders and executives in person and over the web.• Responsible for drafting discussion documents and statement of work, and responding to RFPs.• Managing customer relationships at a technical level and liaising with professional services and engineering teams within Nuance.

Toronto, Canada Area

• Key contributor to the Nuance Notification Hub Proactive Outbound Notification program – this system provides high volume, multi-media, notifications to end users over voice, email, fax, and SMS. NNH has been deployed into major North American banks, airlines, train companies, and utilities for customer notifications and emergency alerts.• Well versed in C#, VB.NET, WCF, MSSQL/T-SQL, and ORMs like LLBLGen, Entity Framework, Hibernate, etc.• Performed professional services integration of Nuance Notification Hub with end-user customers that included major banks, credit collection agencies, and utilities. • Supported pre-sales initiatives by acting as a subject matter expert on proactive outbound.• Led the development of a browser based, AJAX enabled, web agent desktop interface.• Architected a subscription based preference notification engine capable of intelligently determining who, how, where to call a person. This system handles millions of users and thousands of simultaneous requests in semi-real time.• Team leader and helped to improve productivity through the promotion of best practices, improved development methodologies, and team standardization.

Toronto, Canada Area

• Created an issue tracking system utilized by the Radeon QA team for effective management and tracking of defects.• Executed database operations such as optimizing queries and developing stored procedures in Oracle.

Toronto, Canada Area

• Created an Internet Feedback Management System to ticket and track incoming customer service queries.• Built various tools in ASP that helped automate daily website updated including merging of newsfeeds into the client facing web portal.

Toronto, Canada Area

• Helped refine Pitney Bowes Canada Intranet/Internet vision.• Designed, developed, and supported mobile applications for the Canadian sales team.• Built prototype applications in both ASP and CFML to demonstrate the benefits of web-enabled applications.

Master Of Arts (M.A.), Integrated Studies, Global Change

Focused on the dynamics of global change with an examination of virtual teams and virtuality in the context of a software engineering team.

Bachelor Of Arts (B.A.), Management Studies

High School Diploma