Nick Denvil Email & Phone Number

Full remit for project delivery of the Credit Agricole global trader voice migration from legacy Etrali to the IPC Unigy cloud (EVaaS) solution. Worked closely with senior-level stakeholders across the business.➤ Provided consultancy expertise and guidance to the business on how products could be best utilised within their environment, supporting new ways.

Took the lead in delivering improvements and initiatives across Customer Experience (CX), Call Centre as a Service (CCAS), Unified Comms as a Service (UCaaS), Workforce Engagement Management (WEM) & Workforce Management (WFM), Interaction Analytics, and Voice Recording.➤ Client-facing role, managing key accounts and major corporates including Meta.

Project managed M&G migration from Avaya 1X Communicator to Avaya Cloud from project initiation through discovery to system build, profile creation and final go live, hypercare and handover to BAU➤ Provided expert-level consultancy and guidance to the business on how products could be best utilised within their environment to support ways of working and.

Successful project delivery of a series of trader voice projects for a variety of investment banking clients, including systems and data migrations, relocations, upgrades, and technology refreshes.➤ Leveraged technologies including IPC Unigy, NICE NTR, Etrali Open Trade & Etradeal, Recording Check, NICE Fusion, and associated products and services.

London, United Kingdom

Project leadership and delivery as part of the global account team for a Tier 1 CPG client, taking ownership around understanding retail customer requirements, supporting marketing insights tracking & data collection.➤ Effectively managed the planning, preparation, and deployment of global strategies, spanning 25+ countries.➤ Worked on data consolidation &.

Engaged as part of the Account team, providing specialist support to Tier 1 investment banking clients, collaborating on sales proposals, assisting with key client meetings, and advising on new Technology➤ Reviewed legacy client technologies, policies and requirements, articulating recommendations on overall enhancements, and supporting the end-to-end.

London, United Kingdom

Project leadership and delivery, tasked with leading the successful roll-out of a series of global trader voice programmes for RBS. Liaised with stakeholders including regional voice operations and senior leadership.➤ Prepared business case, secured budget approval, and led the migration of voice recording data from unsupported NICE and Verint voice.

• Primarily responsible for the delivery of a series of global trader voice programmes:
• Global IQMX – IQMax trader telephone migration
• Global CISCO Switch End of Life Replacement Programme
• Global EASe Upgrade programme
• Global Unigy Upgrade programme
• Liaised with key stakeholders consisting of regional voice operations team, senior management, directors and compliance & legal departments to facilitate the completion of initial system audits.

I was tasked with implementing global eDiscovery voice strategy, a full global audit of all systems (both active and legacy), along with regional working practices has been necessary to achieve the final goal of generating a fully-fledged and standardised global operational eDiscovery process to be incorporated into existing operational processes. Key to.

London, United Kingdom

• Programme Managed and led the delivery of global voice recording projects across leading clients including investments banks, drove the installation of NICE telephony product ranges.
• Engaged with senior level stakeholders within leading global organisations such as Barclays to capture corporate requirements, understand business drivers and mould infrastructure solutions.
• Produced detailed documentation and ensured adherence with all regulatory compliance.
• Directed multiple programme/project workstreams (25+) and matrix managed a team of highly skilled engineers from initial design through to final installation including the mitigation of risks.
• Chaired programme steering groups with business stakeholders and presented global solutions to senior management including Head Traders and Global Heads of Voice & IT. Key Achievements:  Successfully deployed £10.

London, United Kingdom

• Operated as a Trader Voice Project Manager and delivered major trader voice projects across EMEA.
• Drove the implementation of standard and designed global operational support models.
• Matrix managed multiple workstreams and liaised with other external projects such as WAN rollout and SIP backbone to identify interdependencies.
• Oversaw production of high and low level designs by architects & engineers, prepared project plans aligned with PRINCE2 methodology, generated business cases, produced implementation plans and handover documentation.
• Handled all change control and worked closely with BAU team to develop a new process for the EMEA 24-7 operational support model. Supported escalations/incident updates including supplier management. Key Achievements.

• Primarily responsible for project management, support and final installation of Verint Voice Recording products across client sites with user footprints ranging from 50 to 1000+.
• Directed cross functional teams and operated within a matrix management structure.
• Played a major part in all pre-sales, development and technical support through to final installation.
• Engaged with customers to capture and translate detailed requirements into project roadmaps.
• Handled end-to-end project delivery aligned with PRINCE2 methodology from initiation and design through to final implementation. Tracked and monitored all budgets & risks via RAID logs. Key Achievements: .