Robin Singleton Email & Phone Number

Roswell, Ga, Us

• Implementation design and configuration of the customers (LOB’s) Avaya Workforce Engagement (Verint) Workforce Management, Quality Monitoring and Desktop Process Analytics.• Perform Integrations Avaya CMS, AACC, IQ and Oceana on the Avaya Workforce Management Solution.• Perform Application Consulting Services post installation root cause analysis of Avaya customer’s existing contact center operations with model validation alignment providing best practice and recommendations of the… Show more • Implementation design and configuration of the customers (LOB’s) Avaya Workforce Engagement (Verint) Workforce Management, Quality Monitoring and Desktop Process Analytics.• Perform Integrations Avaya CMS, AACC, IQ and Oceana on the Avaya Workforce Management Solution.• Perform Application Consulting Services post installation root cause analysis of Avaya customer’s existing contact center operations with model validation alignment providing best practice and recommendations of the Avaya Workforce Engagement solution.• Guided Sessions, Help with Sales Demo’s, Deliver onsite and remote training.• Coach and train resources on the Workforce Management and the Quality Monitoring solution.• Provide Systems Administrators, System Architects & R&D Avaya/Verint resources correction to improve performance and reliability of the application as well as upgrades or expansions of existing integrations.• Provide WFM, QM and DPA Post Implementation reports of Integration, Design and Training Summaries.• Troubleshooting Workforce Engagement Suite not limited to Recording adapters DMCC/TSAPI/eQconnect, Data Source recording resources, Extensions and Agent Id’s server restarts and review of the alarms.• Assist with pricing on the Avaya Workforce Engagement implementations and the add-on components.• Created and maintained the Methodology for the Avaya Workforce Engagement team on Readiness, Installation, Consulting, Design/Configuration, Functional Testing and Training. Show less

• Assist Account Executives with Partner/Prospect/Customer discovery calls, technical solution design and hardware/software quote configurations. • Deliver effective remote/onsite sales presentations and product demonstrations of Verint’s Enterprise and Express solutions to prospects and customers that include a solution overview that showcases product features of Impact 360 Quality Monitoring, 100% voice recording, Workforce Management, Performance Management, e-Learning and Speech… Show more • Assist Account Executives with Partner/Prospect/Customer discovery calls, technical solution design and hardware/software quote configurations. • Deliver effective remote/onsite sales presentations and product demonstrations of Verint’s Enterprise and Express solutions to prospects and customers that include a solution overview that showcases product features of Impact 360 Quality Monitoring, 100% voice recording, Workforce Management, Performance Management, e-Learning and Speech Analytics.• Installed Verint’s enterprise Workforce Optimization package for live demonstrations.• Author technical response to RFP/RFI/RFQ. Provide accurate and cost-effective configuration documents to address specific customer needs. Review final proposals to ensure accuracy of product functionality statements. • Prepare detailed Customer Requirements Design documents for Services and Customer Service group. Work with Project Management and Customer Services to ensure the customer’s expectations are understood and met. Author product application and technical information documentation as needed.•Review Services Group SOW to ensure accuracy in the solution design.•Knowledgeable with Tier1 and Tier2 certified switch technologies. Show less

• Support Avaya and Avaya Business Partners with general sales, product and technical design, demonstrations, quote generation, help with particular section of RFP’s, order placement and navigation of Avaya Portal tools.• Provide weekly forecast update to be added to the Avaya Pipeline. • End of quarter tracking with Avaya opportunities resulting in over quarter targets.• Technical knowledge of Avaya environments includes Communication Manager, AES, Switch types, Gateways and… Show more • Support Avaya and Avaya Business Partners with general sales, product and technical design, demonstrations, quote generation, help with particular section of RFP’s, order placement and navigation of Avaya Portal tools.• Provide weekly forecast update to be added to the Avaya Pipeline. • End of quarter tracking with Avaya opportunities resulting in over quarter targets.• Technical knowledge of Avaya environments includes Communication Manager, AES, Switch types, Gateways and CMAPI.• Support North America Channel Strategic Partners with general sales, product and technical design, demonstrations, direct quote generation using contract discounts, help with particular section of RFP’s, order placement and navigation of partner extranet tools. Show less