Ryan Donnelly Email & Phone Number

Charlotte, Nc, Us

Seattle, Wa, Us

Dynamic leader specializing in enterprise communication solutions, cloud transformation, and contact center innovation. With extensive experience in UCaaS and CCaaS platforms utilizing AI, Machine Learning, and advanced analytics, I enable organizations to modernize through API-driven strategies, scalable cloud infrastructures, and microservices, aligning technology roadmaps with business goals. I drive sales cycles and oversee more than $100 million in Contact Center ARR across US Enterprise East. My expertise empowers enterprises to transition from legacy systems to the cloud, optimize costs, and deliver transformative customer experiences while building scalable frameworks for future growth.Design and implement AI-powered contact center solutions, leveraging Machine Learning to streamline workflows and elevate customer interactions. Drove the sales cycle from design to implementation for a large financial institution, delivering speech analytics, theme detection, and real-time adherence tools, achieving a 25% improvement in containment rates.Collaborate with C-suite executives and business leaders to define technology roadmaps and establish robust support organizations, ensuring alignment with long-term strategic goals.As a member of the Analytics SME team at AWS, I help customers deploy advanced contact center dashboards, empowering supervisors with tools to drive team success and strategic decisions while enabling agents with insights to boost productivity and deliver exceptional engagement.Lead high-impact, multi-technology projects and foster strategic partnerships with implementation partners, ensuring alignment with customer objectives and delivering industry-leading solutions. Support procurement and legal teams to navigate RFPs, RFIs, and pricing strategies, ensuring seamless execution of large-scale projects and building customer trust.

Charlotte, Nc, Us

As a decision-maker supporting multiple lines of business, I led seven teams driving global transformation in a "mission-critical uptime" environment. I directed research and development initiatives for telephony and contact center technologies, aligning cross-functional teams across engineering, product management, and vendor partnerships to deliver scalable solutions and define enterprise standards. My leadership enabled innovation, cost efficiency, and reliability across Trading, Enterprise Voice, and Contact Center platforms, ensuring success in high-stakes environments. Deployed a customer advocacy solution for a 28K-member Financial Advisor network across 5,500 locations by piloting cloud and on-premises technologies, finalizing designs under tight deadlines, and securing long-term operational savings.Architected cloud-based solutions for 30K contact center agents, supporting over 50 million customers and standardizing operations with Avaya, Genesys, and Aspect technologies for CRM integration, workforce management, and analytics.

Denver, Co, Us

In this role, I progressed from hands-on solution development to strategic leadership, overseeing enterprise-wide voice and communication systems for a large-scale organization. I collaborated closely with business and technology leaders to align voice architecture with organizational goals, ensuring that infrastructure changes supported business initiatives effectively. As a key contributor within the Chief Technology Office, I helped define and execute the company's voice strategy, successfully migrating all communication infrastructure to a centralized, high-availability model. My responsibilities included governance over infrastructure changes, driving virtualization efforts, and enhancing system resilience and scalability to support thousands of branch locations. This experience strengthened my ability to lead technical transformations that directly advance business objectives.