Ryan Mercer Email & Phone Number

Austin, Tx, Us

Deerfield, Illinois, Us

Austin, Texas, Us

Directed product strategy, architecture, engineering, and operations for voice, contact center, and unified communications on a global scale, encompassing 20 contact centers, 1000+ retail locations, 7 factories, 30+ corporate sites across 40 countries.Developed and led a team of skilled engineers in executing intricate communications projects, integrating with backend databases, internal CRMs, and digital omni-channel customer-facing applications.Established strong working partnerships with critical IT functions including Networking, InfoSec, IT Operations, Governance and IT Field Services to provide highly secure, always-available services that complied with local regulations and requirements. Implemented MS Teams Phone with Direct Routing Spearheaded the comprehensive global replacement and upgrade of all Avaya infrastructure and applications, implementing eight AppCenter virtual environments, Avaya Aura, Breeze, Oceana, AEP, CBA, Elite, SBCs, SMGR/SM, Media Servers, local Media Gateways and voicemail systems. Design and operation of fully virtualized on-prem infrastructure including VMWare ESXI , Dell compute and storage, Extreme and Juniper networking.Led SBC rationalization and modernization effort with focus enabling remote endpoints in a zero-trust environment that enabled webRTC.Managed all voice-related carrier services.Led Business Continuity Planning to develop disaster recovery and business continuity plans. Developed and owned forecasts and budgets for all communications initiatives. Delivered $4MM annual savings achieved by removing managed services.Deployment of an Omni-channel blended agent platform resulting in increased agent productivity and satisfaction.>30% call deflection through optimized IVR call flows that leveraged automated vehicle diagnostics for Vehicle Support/Roadside calls.Cradle-to-grave reporting for all interactions enabling the business to identify top call drivers.

San Jose, California, Us

Led platform engineering and operations of cloud hosted contact center solution supporting agents around the globe.Managed consumption, spend and commitment for multiple AWS services including EC2, S3, ElastiCache, dynamoDB, glacierMangaged Citrix virtualized environments support agent desktops

Mountain View, California, Us

In charge of crafting, executing, and managing the entire suite of Unified Communication services on a global scale. Led intricate system integrations blending multi-vendor technologies to create top-tier architectures bridging on-premise and cloud solutions. Developed multi-year roadmaps for advancing service offerings while strategically phasing out legacy platforms. Oversaw staff, fostering their growth and evaluating the performance of the global engineering team.Deployment of Cisco Telepresence video solutions including TX9000/9200, EX, SX, DX endpoints. C40/60/90 codecs, MCUs, TMS, Expressway C/EDesign and deployment of Cisco unified communications solution, CUCM, IM&P, Jabber, hard phones, implemented cross-platform routing enabling co-resident services on Cisco and Avaya simultaneously.Design and deployment of Avaya call center and unified communications endpoints, Aura, Elite, CMS, hardphones, softphonesDesign and migration from Cisco Telepresence endpoints to Polycom HDX endpoints. Implementation and support of BlueJeans video conferencing and collaboration platforms.

Mountain View, California, Us

Responsible for managing Intuit's enterprise voice services, including Architecture, Engineering and Operations for Contact Centers and Corporate locations. Development of Enterprise technology roadmaps and 5-year strategic vision. Continued consolidation of voice infrastructure, implementation of SIP services and enhanced automation/ provisioning of internal services. Staff and development leadership, vendor management and business unit relationship management.

Mountain View, California, Us

Responsible for voice engineering and implementation for Intuit’s worldwide Contact Center locations (North America, Asia/PAC, Europe, Australia). Responsible for multi-million dollar operating budget, driving architecture design and strategy. Oversight and management of current TEM processes, maintaining vendor relationships and enabling new product development via voice access.

Mountain View, California, Us

Principally responsible for Enterprise telecom design and implementation for 5000+ agent VOIP call centers located in 4 countries on 3 continents. ESS design and deployment, SIP analysis, lab testing and integration. Migration from multi-switch environment to single, consolidated and global communications platform.

San Francisco, California, Us

Charlotte, Nc, Us

New York, New York, Us

Suite 300, Scottsdale, Us