Agile Product Manager driving Enterprise Contact Center OMNI Platform Strategy. OMNI Channel Leader working with Steering committee/executives on OMNI vision, 18 month roadmap, funding and prioritization then leading OMNI Channel Platform and Scrum Teams to execute against Deliverables/Epics/Stories.• Delivered Genesys Enterprise Chat Transformation to 17 LOBs, 35 sites, resulting in $5MM in annual savings while laying the foundation for OMNI Channel integration of Chat, Phone, Video, Mobile, Social Media, Co-Browse and other platforms.• Advancing AI/Mobile integration from Telephony only to Telephony, Chat and Asynchronous/Message Center via customer intents, indicators for call containment.• Deployed Mobile Chat with AI, shifting over 1.5MM calls to chat annually with 85% containment

Driving Inbound and Outbound Contact Center Routing Strategy. Led a department of business analysts to advance the routing platforms. Working with the LOB on requirements, then refining to execute, test on Technical execution.• Implemented Deep Link Routing Strategy to automate customer authentication. 250k annual logins, 94% success rate.• Implemented Return to IVR Routing Strategy to allow customer self-servicing options during peak call volumes. 1.5MM annual calls contained.

Led a Tech department of System Analysts taking LOB Business Requirements and translating them into LLD technical design documents for Development resources.• Further advanced the mobile banking experience by connecting customers from AI experience (Erica) to contact center assistance, passing auth, context directly to agent's desktops, transforming the customer experience and reducing support time.• Expanded Virtual Hold into mobile banking experience

Led a department of Business Analysts to advance the routing platform. Working with the LOB on requirements, then refining to execute, test on Technical execution.• Led Enterprise Routing Transformation to Single Engine Genesys Routing Model from Avaya VoIP Datacenter Telephony Platform. 12,500 users at 25 sites• Re-engineered call routing logic/strategies to improve servicing efficiency by 5% and improve sales contact conversion rates.• Created new mobile banking experience connecting customers to contact center assistance by passing authentication and context directly to agent's desktops, transforming the customer experience and reducing support time.• Implemented Virtual Hold customer experience provided customers with a long hold time an option for callback with a specific EWT

Innovated Banking Center Telephony environment with new technology and cross enterprise integration, automation of monthly Banking Center change• Redesigned back end transport from TFN to VILO Locals to over 4400 Banking Centers, resulting in a $4.1MM annual save• Automated monthly updates to Enterprise ATM/Banking Center Telephony locator to align with Mobile/OLB search engines for consistent and proper customer experience

Led a department of Business Analysts for Initiative, Enhancement and Production Support Routing for Retail/Preferred LOBs (80% company volume) Ensured hundreds of routing changes are implemented annually, 99% on time and 99% without FCIs. Platforms included Aspect, Avaya, Cisco Platforms; AT&T, Verizon Carrier; Genesys; VoIP, SIPaaS; F5; SONUS; Datacenter/Trunk integration.• Partnered to deliver multi-year contact center Avaya VoIP Transformation program across multiple business units. 20,000 users transformed across over 30 locations.• Helped lead project to integrate the routing of the legacy Fleet Call Centers into the Bank of America during merger activities.

Senior Routing Analyst. Restructured and Inventoried two Aspect switches. Designed and implemented all Aspect changes on switches. Wrote Network Plans on AT+T Route It and MCI TFNM Software, ECR expert.

Managed employees providing Technology related support and developmentto the Customer Solutions Team. Technology includes Software/Hardware LabManagement, Department Intranet creation, Web site development and management,Telecommunications, Email/FAQ/Chat tool. Traveled Worldwide.