Sam Riley Email & Phone Number

Litchfield Park, Az, Us

Chandler, Arizona, United States

In my previous role as a Software Engineering Manager, I: • Led two Agile scrum teams as the Technical Product Head for Knowledge Management and Servant Leader of two Agile scrum teams focused on enhancing a Digital Content Management platform for customer self-help.• Worked closely and productively with the Product Head, Product Manager, and Product Owner to ensure timely delivery of the Product Roadmap, achieving Objectives and Key Results (OKRs).• Directed resource allocation, facilitated skill enhancement, and fostered agility among team members, resulting in a 16% increase in employee engagement. Passionate about leading and developing others. • Scoped and prioritized activities based on business and customer impact and provided hands-on leadership, Agile methodology, structure, and information necessary to coordinate decision-making and development. • Led the adoption of Knowledge Management as a Platform and Content as a Service (CAAS) through a microservices architecture, delivering web components for enterprise self-service touchpoints with monthly traffic of 125K visits.• Actively participated in all Agile ceremonies, including Scrum, Backlog Refinement, PI Planning, and Sprint Planning, to drive the delivery of value-aligned solutions. Has a keen ability to translate and simplify complex topics for high-level executives and general business audiences.

Chandler, Arizona, United States

In my previous role as a Solutions Architect, I: • Partnered with customer support project teams to analyze business requirements, translate them into innovative technical solutions, and leverage product expertise, business process knowledge, and best practices to drive efficiency.• Spearheaded insourcing of global knowledge management applications, leading to an annual cost reduction of $17M.• Implemented cutting-edge knowledge management solutions, facilitating over 500K searches and 1M views monthly.• Worked with Information Architecture to define and optimize Content Types, Templates, Metadata, Taxonomy, Categories, Views, and User Groups.• Acted as the application owner for a suite of Knowledge Management applications, ensuring operational readiness and proactive vulnerability remediation.• Functioned as the SME for the Knowledge Base, OBIEE Analytics, and Reporting, driving insights and efficiencies.• Developed an intuitive UI for Dealer Self Service, facilitating over 20K searches monthly and streamlining operations. • Conceptualized and implemented an automated translation application, yielding annual cost savings of $250K.• Planned and led Diversity, Equity, and Inclusion (DEI) sessions intending to foster a culture of inclusivity.• Designed and implemented custom Web Pages using Java, JDBC, JavaScript, SQL, XML, HTML, and CSS to enhance user experience and functionality.

Highlands Ranch, Colorado, United States

In my previous role as a Director of Global Process and Technology, I:• Guided and led business improvement initiatives, enhancing operational efficiency for a globally recognized support organization certified by JD Power and Associates for four consecutive years.• Developed and directed a 60-person team for a high-profile business improvement initiative, focusing on evaluating existing processes and technology, resulting in the establishment of new requirements and procedures.• Executed a comprehensive suite of enterprise technology solutions covering Case Management, Knowledge Management, Customer Self Service, Routing and Assignment, Master Data and Entitlements, and the Engineer’s Workbench, tailored for a workforce of 6,000 employees.• Collaborated with cross-functional departments/groups to recommend solutions that increased quality and productivity—the ability to work well with others as an essential high-level leader. • Wrote and mentored the Avaya Diagnostic Methodology (ADM), elevating problem-solving capabilities and enhancing Customer Self Service through an automated knowledge base population.• Served as a technical leader while integrating 1,000 global employees and 25,000 customers post-Nortel acquisition, seamlessly transitioning to a new enterprise solution.• Spearheaded a technical initiative for Automated and Live Agent chat, achieving an impressive 83% resolution rate within one hour.

Colorado Springs, Colorado, United States