Responsible for gathering stakeholder requirements, planning, executing and delivering new cloud-based contact center initiatives including continually working to positively impact the customer experience and features usability while ensuring regulatory compliance.• Supported business objectives and product strategy and successfully aligned diverse groups within the organization gaining critical stakeholder buy in.• Developed features and stories for software developers enabling a concise direction of project deliverables. • Evaluated and addressed project risks and concerns and provided report to Senior Leadership.• Managed Migration readiness for contact center leaders and agents. • Successfully managed and migrated lines of business from legacy systems to cloud based Contact Centers, ranging in size from six to 1200+ agents both onshore and off shore.• Actively participated in migration testing and war room activities troubleshooting and addressing reported issues.

Managed telecommunications network that included voice, IVR and call routing technologies. Relationship manager with carriers and service providers for both network and voice accounts. Responsible for MACD activity for ordering, provisioning, adjusting and decommissioning of voice and network circuits. • Championed telephony security by analyzing international voicemail and WebEx account usage and exposing fraudulent activities.• Managed VOIP Migration for Business offices across the US ensuring project completion on time and within budget.• Provided Provisioning services for Global Wan and US Voice services ensuring customer satisfaction.• Coordinated with telecommunication providers to troubleshoot and resolve service and billing issues. • Managed Carrier Services Management and Engineering consisting of engineers, analysts and operators in a 24/7 support structure which included employee relations, performance and reviews.• Built and maintained relationships with peers inside and outside the organization and industry as appropriate ensuring open communication.• Analyzed trunk and service usage resulting in cost avoidance and saving $500K year over year. • Managed invoice processing for both Network and Voice for Global Accounts improving processing time to avoid costly late fees by 75%.• Audited wireline services ensuring needs and technologies relevant to changing business requirements resulting in over $20K per month savings.• Awarded Global IT CIO Award for transitioning 10 full time switchboard operator positions back into the business, creating call flow efficiencies and shifting resources into growing departments.• Planned, prepared and delivered executive level business proposals, operational updates, and training materials to all organizational levels.• Developed and implemented documentation systems for intelligent data retrieval.

Responsibilities included architecture, configuration, deployment and troubleshooting of a telecommunication network that serviced national operation of 1600 Kidney Dialysis facilities. Managed a nationally disbursed team of Engineers and Service Analysts for both wireline and mobile services that delivered effective telecommunication service for both internal and external customers. • Oversaw all aspects of wireline and wireless communication across an ever-growing enterprise.• Managed nationally disbursed team of engineers that supported 1600 standalone facilities and 24 Corporate and Strategic Business Offices.• Centralized contract and service management of 800 medical facilities, resulting in a cost savings of $500K annually, and providing compliant environments across the enterprise.• Transformed voice network by connecting corporate and business offices providing a more economical and transparent voice platform utilizing both the Avaya and Cisco Unified Communications platforms. • Monitored status of both provider and internal team support escalations in order to ensure high quality support to the business.• Collaborated with merged teams to ensure seamless integrations with differing technologies.• Communicated status updates with key stake holders during outages and project status.• Managed the architecture, configuration, deployment and troubleshooting of a telecommunication network for large retail settings.• Key member of Emergency Response team