Juan Carlos Olaya Email & Phone Number

Barclaycard U.S, Wilmington, DEAVP Global Contact Center Technology (Solutions and Design) –Senior telephony lead responsible for solutions delivery and 3rd level operational maintenance support on the entire enterprise telephony infrastructure, maximizing the customer experience by improving effectiveness and efficiency across the US and the UK call centers by introducing, implementing and executing new technologies. Requiring a high degree of leadership, creativity and decision-making, communication and analytic skills. ▪ Led efforts to design, upgrade and virtualize major software components within the Aspect Software application suite including but not limited to Unified IP, Aspect ALM, Aspect Workforce Management. of all Aspect implementation, upgrades, managing processes and contact center applications including Aspect Unified IP platforms, Aspect Workforce management, ALM as well as Noble Systems CallTech and OnQ applications. ▪ Work closely with Aspect Software on integration of new platforms and upgrades including architecture, financial costs and eventual implementation of new technology.▪ Work collaboratively across lines of business that are directly impacted by providing best practices and form a positive partnership between technology and the business lines, which include but are not limited to Collections, Fraud, Credit, and Customer Experience.▪ Leader in providing a clear and concise road map to partners, strategic vendors through effective communication, recommendations and leading them to be best in class.▪ Liaison between the telephony group and collections leaders in providing best practices while ensuring financial gains.▪ Provide 24x7 support including On Call responsibilities Specialties: Financial. Risk, Technology. Operating Systems. Dialer, Aspect Dialer Systems, Project Management, Solutions and Design, New Technology Implementation.

Listed skills include Analysis, Banking, Business Analysis, Business Requirements, and 12 others.