I had the opportunity to work closely with cross-functional teams and product owners to design and launch cutting-edge communication services and features, specifically tailored for call center platforms and Microsoft Teams users. My role involved collaborating with various project and product teams to translate business needs into effective technical solutions. I also led a significant transformation project aimed at advancing our Unified Communications and Collaboration (UCC) practice. This included creating a Business Process Library, reallocating resources, and automating repetitive tasks to enhance efficiency.In addition to these responsibilities, I managed the entire lifecycle of voice engineering projects, ensuring they were completed on time and within budget. I had the privilege of leading a global team of nine engineers, where we successfully developed and deployed advanced cloud voice communications, call center platforms, and enterprise A/V systems.One of my proudest achievements was securing $2.9M in annual savings through strategic vendor audits, contract negotiations, and cost-efficiency measures. I also managed a $15M annual budget, developed detailed capital plans, and provided precise financial forecasts.A key project I spearheaded was the integration of the Genesys Cloud Call Center (CCaaS) for over 1,800 agents, significantly enhancing service reliability and operational performance. This effort led to a 32% increase in call quality and a 27% reduction in operational expenses by streamlining our voice network infrastructure.Moreover, I successfully executed an overnight transition from outdated telecom equipment to a cloud-based infrastructure, which resulted in a 30% reduction in operational costs, a 50% improvement in system reliability, optimized Data Center resources, and an overall boost in customer satisfaction.

I led the successful deployment of Cisco Cloud-Based Webex solutions for Bank of America, ensuring a smooth implementation and strong user adoption. By leveraging my technical expertise, I was able to diagnose and resolve system and network-level issues effectively. I made it a priority to communicate these solutions clearly to both technical and non-technical stakeholders.One of the key highlights was presenting to Bank of America’s Lines of Business, where I showcased the potential of the new Webex Suite to significantly boost productivity and increase revenue by expanding and engaging their client base.

I acted as the on-site resource for transitioning on-premises collaboration systems to cloud solutions that were specifically tailored to meet client needs. I pioneered the implementation of Cisco UCM, Unity Connection, Call Center Express, CUBE, Expressway C and E, along with call recording and reporting systems across three data centers in the US. My role also involved managing collaborative cloud technologies, such as Cisco Webex Calling within Cisco’s cloud and Microsoft Teams Voice through Azure.One of my key responsibilities was ensuring stability and continuity during the migration of acquired sites to the Microsoft Teams voice environment. I oversaw end-to-end testing to guarantee site readiness. Additionally, I executed the deployment of on-premises UCC Data Center infrastructure to Cisco’s cloud environment, ensuring a smooth transition and optimizing performance throughout the process.

My role involved mentoring team members, supporting their career development, conducting performance reviews, and determining compensation. I led the teams responsible for the design and support of Cisco and Avaya systems, as well as managing large contact centers, back-office operations, and data centers for healthcare and commercial clients. Additionally, I optimized global telecom expense management by introducing a unified TEM system. This initiative doubled annual savings through comprehensive audits, securing SLA credits, and eliminating unnecessary circuits.

In this tenure, I led six teams, comprising 25 internationally dispersed engineers and architects, within Dell’s Infrastructure Technology Delivery Business Unit. These teams specialized in Network, Security, Load Balancer, and VoIP Design/Support. One of my notable achievements was recovering $370K in lost monthly revenue for clients. I accomplished this by implementing change and release control practices, leveraging ITIL best practices to resolve system processing issues and overlapping maintenance windows.