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.

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.
• 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.

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.
• 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.

Colorado Springs, Colorado, United States