Develop technical solutions, architectural designs and costings. Assist in qualifying business opportunities and provide the design authority. Provide the high level engineering, technical and commercial advice and expertise needed to secure new business. Coordinate inputs to solution designs and support designs through their life cycles. Provide consultancy services through highly developed systems engineering, technical, operational and business expertise.WESTPAC CONTACT CENTRESolution Architect on the bid team that won the Transformation Solution RFP, Managed Contact Centre Services & Cross Functional OpportunityMember of tiger team that negotiated the Westpac AFS CCC – ICT Transformation Pricing Sprint that secured the deal. Adopted an enterprise architecture approach to facilitate all FBC inputs into the Financial Business Case.Worked with Optus Commercial Analyst and Commercial Strategist to create the financial construct required by WestpacConducted Best and Final Offer negotiations with several Optus vendors while maintaining positive relationships.Created new methodologies to assist in the development of future large financial services business cases.Led the High Level Design Phase to produce Designs in response to Westpac requirements.Led the Detailed Design phase to complete, secure approval and achieve certification of 52 detailed designs which created a high level of confidence in Optus and Westpac.Established and chaired the Optus-Westpac Design Governance Forum to reach agreement on design changes, resolve design issues and minimise tensions.OTHER WESPTAC OPPORTUNITIES Entrprise platform providing forecasting, capacity planning, scheduling & time-off management for the branch network.Provided design, build, & integration services for an integrated Contact Centre Services solution. A platform to provide bankers & contact centre managers with feedback on the achievement of KPIs and incentive payments.

Developed technical solutions, architectural designs and costings, qualified business opportunities, provided design authority and the high level engineering, technical and commercial advice and expertise needed to secure new business. Coordinated inputs to design and supported solution designs. Provided consultancy services through highly developed systems engineering, technical, operational and business expertise. LEAD SOLUTIONS ARCHITECT: Fair Work Ombudsman – Customer Contact Telephony Refresh RFQ SolutionDemonstrated that the firm would be the right choice to partner with Optus in the face of intense competition. Relationships established at the first meeting facilitated the establishment of the bid response team that secured this multi-million dollar contract.POST SALES SOLUTIONS ARCHITECT: Department of Immigration & Citizenship – Unified Communications & Contact Centre Solution TransitionResolved issues associated with resistance to the new solution and approach to the new solution by adopting a systematic, unemotional and logical approach to negotiate solutions to each issue presented by staff to enable the solution to be delivered into production.

Planned and designed a broad range of technical solutions to enable the business to achieve its business objectives.Planned and designed the solution for a new national numbering plan for the company’s Corporate Voice Network. Convinced the company’s senior leadership team of the need to change and secured funding by demonstrating the likely business benefits and impact of the proposed design.Senior member of the team that planned and designed the solution for the company’s move to Macquarie Park Cisco Call Manager and IPCC platform to drive down the company’s operating costs. Planned and designed the solution and the lab concept testing of the national upgrade of the Corporate Voice Network’s seven major call centres. To convince the business of the feasibility of the proposed design, implemented an inclusive proof of concept approach to enable business leaders to directly experience the likely positive impact and business benefits of the new technologies.

Provided national Tier 3 technical support. Included maintaining network documentation for the company’s Corporate Communications network and senior network engineers. Improved previously slow response times by introducing process and work instructions and creating support documents for the more complex tasks which enabled SLAs to be consistently met. Senior member of the team designing integrated call centre solutions. Addressed the issues associated with the technical complexity of resolving faults and accountabilities for issues by appointing a team of specialist technical leads with collective responsibility for ensuring that major faults were resolved which significantly reduced faster resolution times and the financial impact of outages. Recommended a sales and solution design approach to the development of proposals by Optus Alphawest/IBS technical bid teams. Included improved requirements gathering by business analysts to accurately understand customer requirements and enabled the development of designs that met customer requirements.Designed the solution, developed the proof of concept and managed the acceptance testing of new voice elements in the company’s Corporate Voice Network. Mitigated the risks associated with the introduction of new technology into the voice network and the potential of system failure by ensuring that integration and regression testing occurred and was documented and covered each deployment by a production roll back plan in the event of failures.