Rob Early Email and Phone Number

Managed and supported Nuance NOD cloud-based speech IVR, providing callers the capability of obtaining train status, schedules/fares, and creating, modifying and paying for reservations. Managed Amtrak’s Intervoice Omvia VRU platforms running Nuance speech recognition, RealSpeak TTS technology, and Intervoice CTI Gateway. Supported IVR integration/interface to various backend systems via Mulesoft including screen pop to custom and off-the-shelf CRM tools. Ensured maximum platform performance and stability by maintaining 99.99% system availability. Managed deployment of vxml application builds, platform and speech recognition software updates/upgrades. Managed QA/UAT process for IVR application enhancements and bug fixes, including the personnel management of two dedicated IVR QA testers. Evaluated and piloted new speech recognition technologies to determine overall effectiveness and business value. Managed the operation of Empirix OneSight and Hammer VRU/ACD monitoring tools. Supported the business relationships between Amtrak and several technology vendors including Intervoice, Nuance, and Empirix. Managed and supported reporting infrastructure for the IVRs including daily IVR report generation and all related IVR report script software (perl, ftp, etc) within an AWS environment. Provided support for Avaya ACD call route scripting, and Aspect CCT scripting prior to Avaya.KEY ACCOMPLISHMENTS: • Managed the migration from the Intervoice Omvia Speech VRU platform to the cloud-based Nuance NOD Speech VRU platform.• Prior to migrating to Nuance NOD IVR, managed the installation, configuration and production rollout of the Amtrak “Julie” Intervoice Omvia Speech VRU platform.• Managed the RFP process for a cloud-based IVR solution which resulted in the selection of Nuance NOD Speech VRU. Before this, I managed the procurement process for the “Julie” Intervoice Omvia VRU platform.• Managed the migration of the VRU reporting system from on-prem to AWS.

Mobilized highly competent support staff of 13 specializing in 24/7 software and hardware support of Aspect ACDs and Cisco CTI, 800# call routing, technical writing, and UI design; directly accountable for all interviewing, hiring and staff development. Managed installations of Aspect ACDs in AOL Europe call centers. Wrote Aspect CCTs and Cisco call routing scripts using Script Editor. Managed hardware, software, and salary budgets for Virtual Call Center technologies in the amount of $10 million annually. Vital player in managing the installation of ACDs/intelligent call routing during AOL’s hyper-growth. Managed 800# support call routing across 800# carriers to several outsourced call center partners. Researched new telephony technologies; demonstrated value of new technologies by building business cases. KEY ACCOMPLISHMENTS: • Oversaw the architecture of a cutting-edge virtual call center allowing for ultra-efficient, fast-paced, and cost-effective call routing utilizing intelligent call routing technology, CTI, IVR and speech recognition. • Established/strengthened internal and external relationships with primary organizations to determine needs, technologies, capabilities, and support structures; organizations included Telephony Team, Customer Support management, AOL Marketing / Network Operations, 800# carriers, Cisco Systems, Aspect Communications, and Periphonics Corp/Nortel.• Instrumental in designing the voice/CTI architecture for Smart Transfer, an in-house technology that generated nearly $50 million for AOL Customer Service.• Co-invented a technology that allowed AOL to identify callers at the Sprint Telemedia Platform based on ANI (Automatic Number Identification). Technology routed repeated callers to specific queues and determined if the caller was a hacker or an annoyance caller. ANI was also utilized to track the individual caller to determine origin of the call. Patent – Determining Routing Information for an Incoming Communication.