Genesys Cloud Contact Center and Telecom Provider

Aria Solutions helps forward thinking companies promote customer engagements that create great customer service experiences and deliver positive business results. Aria is not your typical “one size fits all” solution provider. We leverage our extensive industry experience and knowledge to provide you with innovative, technical, multi-channel, cloud, on-premises or hybrid-based solutions that best fit your business needs Our powerful suite of CIMplicity products and services can be customized to meet each client's unique business requirements. Aria delivers results, guaranteed.

Responsible for the Hosted PBX launch and hosted/mobile applications as well as product strategy and product management for small to mid market business communications solutions.

Aria Solutions is a Gold Certified Genesys partner and reseller, focused on delivering a full suite of applications and professional services for Contact Centers.• Responsible for managing the professional services and support teams

Responsible for managing all aspects of the design, development and delivery of custom software applications in the IVR, contact center and messaging solutions area. Managed a group of ~110+ full time employees in Canada, United States, and Central/Latin America. Accountable for group P&L and an $18M+ budget. Hired in 2008 to initiate a financial turn-around of group. In 12 months achieved significant, positive impact to performance. Contributed editorial articles to industry and trade journals and represented the company on analyst briefings.• Improved margin performance of $5.2M year over year on flat revenues in difficult economic circumstances• Led process changes and improvements to support a 12% growth in billable hours year over year • Reduced gross spending by $2M+ against budget and more than $1.5M against year over year actual• Reduced non-billable and overhead hours while maintaining consistent investment in pre-sales activity• Improved performance as measured by margin percentage by more than 40% year over year

Responsible for the strategic product and services roadmap for First Data Voice Services, including the definition, management, creation of market and product requirements. • Lead the initiative to integrate speech recognition and voice biometric products within the Voice Services team• Established a consultative sales support role with standard client opportunity assessment process and deliverables• Responsible for the prioritization and balance of product development work with client maintenance/work for hire projects to balance near term financial goals with long term strategic goals

Responsible for managing all aspects of the design and delivery of custom self service application software for clients in the Americas. Accountable for ~$13+M in annual revenue production and overall annual budget of $7M. • Leader of a team of 70+ professionals responsible for managing, designing, and implementing custom application solutions for enterprise and carrier clients• Responsible for negotiating multi-million dollar service and delivery contracts, working closely with sales to secure the single largest enterprise services and product sale of over $12M and then managing subsequent client engagements to over $22M in less than 3 years• Managed an extensive subcontractor network to efficiently meet business demand and maintain budget flexibility• Considered an industry expert with published articles and trade/financial journal contributions that reinforce thought leadership in the industry• International experience managing staff in the UK and dealing with clients, partners and distributors in Europe, Asia, and Latin America • Represented company at press interviews, analyst briefings and industry education events to raise awareness of organization and its service capabilities. Two such presentations, resulted in new client agreements worth approximately $1M each

• Managed the implementation of new retail products such as telephone bill payment and PC home banking• Assisted with ATM product development and implementation, site evaluation, surcharge pricing, and ATM operating expense reduction generating • Managed various projects in a matrix management environment. Project budgets ranged from $5K to over $1M, including the consolidation of item capture operations of the San Antonio and Houston sites into the Dallas operations center resulting in an annual savings to bank of $1.3M

• Provided primary enhancement and on-call system support for account reconciliation subsystem and cash transaction reporting subsystems. • Provided system support for the remote item capture systems and system test environments. Completed EDS's Systems Engineer Development Program and Philip Crosby's Quality Education System Course. Utilized COBOL, ASSEMBLER, and JCL in an IBM mainframe environment• Provided conversion and cut-over support for various banks converting to the EDS system