Russell Penney Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

BroadSource is a world leader in software development and engineering for the globe’s most sophisticated Service Providers, specialising in Cloud Collaboration technology. The team has eighteen years of design, deployment and software development experience. BroadSource's technology is solving many of the challenges that Cloud Collaboration providers face in the management of and transition to their Cloud platforms.With the expansion of Contact Centre as a Service, Cloud Collaboration… Show more BroadSource is a world leader in software development and engineering for the globe’s most sophisticated Service Providers, specialising in Cloud Collaboration technology. The team has eighteen years of design, deployment and software development experience. BroadSource's technology is solving many of the challenges that Cloud Collaboration providers face in the management of and transition to their Cloud platforms.With the expansion of Contact Centre as a Service, Cloud Collaboration and Cloud Contact Centres are merging and we see opportunities to help customers with our deep knowledge of Cloud, UC and Contract Centres.With offices in Melbourne, London, Seattle, Düsseldorf and Delhi, BroadSource delivers Products and Services to customers in Europe, North and South America, Africa and Asia. Show less

Melbourne, Victoria, Australia

Working with a fantastic, customer focused group of experienced consultants.

In conjunction with vendors, architected and designed the solution for the Virtual Contact Centre project consolidating 38 Contact Centres onto an enterprise wide platform.Responsible for all technical decisions for the platform and migrations.Liased with Business Analysts, Testers, Technology groups and Business to make sure all requirements were met and preferably exceeded.Architect for the platform shaping strategic direction and roadmap.Architected, designed and implemented… Show more In conjunction with vendors, architected and designed the solution for the Virtual Contact Centre project consolidating 38 Contact Centres onto an enterprise wide platform.Responsible for all technical decisions for the platform and migrations.Liased with Business Analysts, Testers, Technology groups and Business to make sure all requirements were met and preferably exceeded.Architect for the platform shaping strategic direction and roadmap.Architected, designed and implemented significant new functionality, such as email, chat, sms and AI. Show less

Contracted into ANZ by Genesys to replace all of ANZ's IVR applications.Architected and designed the solution with GVP and VOIP (replacing DirectTalk and TDM)Architected, designed and developed a VXML framework to develop the applications (36 in total)Designed a new logging system to enable richer historical reportingMentored the developers constructing the applicationsProvided troubleshooting support to the developers, testers and production

Provided consulting, integration and development skills to many customers, mostly Genesys based.Customers included AAPT (Genesys Routing), Telstra (Softphone and Genesys Routing), Salesforce & Transurban (ETag speech recognition system) amongst many others

Contracted as a pre-sales CTI and Genesys subject matter expert mainly on the Westpac account, I was also involved in the integration of solutions in a post-sales role. I advised account managers and customers on the technical feasibility of Telstra solutions and provided consultancy on technical matters relating to Telstra’s outsourced call centres.

• Lead technical resource and architect • Pre-Sales subject matter expert for Periphonics, Genesys and, Rockwell ACD and Transcend.• Advised account managers and customers on technical and feasibility of solutions.• Provided consultancy on technical and business matters relating to call centres.

• IVR / CTI application development• Integration of IVR / CTI platforms with the telephony environment.• Subject matter expert for Periphonics and Genesys platforms.• Training and mentoring new employees.

• Responsible for a budget of $16m over a 2 year period• IVR / CTI application development• Integration of IVR / CTI platforms with the telephony environment.• Subject matter expert for Periphonics and Genesys platforms.• Lead technical and business role in CTI trials for Telstra.• Business and Technical evaluation of new products.• Development of common modules, enabling rapid deployment.• Training and mentoring new employees.• Set SOE (Standard Operating… Show more • Responsible for a budget of $16m over a 2 year period• IVR / CTI application development• Integration of IVR / CTI platforms with the telephony environment.• Subject matter expert for Periphonics and Genesys platforms.• Lead technical and business role in CTI trials for Telstra.• Business and Technical evaluation of new products.• Development of common modules, enabling rapid deployment.• Training and mentoring new employees.• Set SOE (Standard Operating Environment) for IVR and CTI.• Involved in developing architecture for future CTI rollout of approximately 5000 seats nationwide.• Member of the coordinating committee in charge of selecting a CTI solution for Telstra Australia wide. Show less

• Development of voice interface computer solutions.• Sales and installation of voice systems i.e. InfoFax service, Ring Back Pricing for 0012, home banking applications, voice mail.

• Installed over 50 sites in many major companies (QANTAS, Commonwealth Bank, ATO, Telstra, Clear Communications NZ, Citicorp, Microsoft).• Sold systems worth over $500,000.• Technical liaison for NEC, Ericsson and Nortel.• Performed level 1, 2 and 3 support for over 45 sites.• Developed patches for any bugs and liased with overseas developers to maintain versions.• Ran training courses for support staff and end users.