Steve Haley Email & Phone Number

Jacksonville, Florida, Us

Alta Loma, California, Us

Morristown, New Jersey, Us

• Coach and mentor team members on strategic initiatives to become our client’s trusted advisor resulting in over $3m of upsell revenue in Fiscal Year 2021.• Led team to average 145% quota attainment in Fiscal Year 2021.• Use business outcomes selling to discover and solution for unmet client needs resulting in sale of $10M TCV CCaaS solution to strategically deliver enhanced customer experiences for a large mortgage servicing client.• $40M annual contact center and advanced solutions quota with 176% achievement of quota for FY 2021.• Drive team sales forecast transparency using Salesforce.com with average 90% quarterly accuracy.• Responsible for delivering weekly team forecast encompassing services, product, alliance partner and emerging technology opportunities.• Reevaluate relationship management strategy and led initiative to reach out to C Level, VP and Directors of Contact Centers within existing customers, increasing revenue from existing accounts by an average of 20%. • Develop strategic sales motions with leadership team to create opportunities with channel and partner eco-system.

Morristown, New Jersey, Us

• Primary digital transformation strategy expert across all verticals for assigned global and strategic US based accounts to drive customer experience solutions.• Achieved average 109% quota attainment over four fiscal year span• Digital transformation evangelist to customer and partner communities to engage and inform them of the art of the possible through interactive engagement presentations and road shows, including product demos.

Morristown, New Jersey, Us

Contact Center sales consultant supporting Avaya’s largest global customers, act as the primary contact center expert for fifteen assigned global accounts with an emphasis on customer engagement solutions.

Sacramento, California, Us

Pittsburgh, Pa, Us

ExpertSenior Genesys Solutions Architect responsible for delivering and maintaining new requirements dictated by contact center senior management to utilize widely accepted best practices. Daily interaction with senior leadership, third party vendors and internal telecommunications team promoting intra team communication to ensure successful project cycles.Daily support of Genesys Inbound, Outbound, Voice Platform, Workforce Management, Real Time/Historical Reporting, Genesys Agent Desktop and Multi Channel Routing.Play key role in requirements discovery for upgrade to Genesys release 8 for all compatible components.Perform Genesys application maintenance for new releases and hot fixes to include integration testing in a production emulating lab environment.

Oversee contact center computer telephony integration (CTI) design and implementation for $4M contact center consulting firm and developer of CRM and phone applications. Actively involved in pre/post-sales, including proposal response development, initial sales meetings, solution design, SOW design, and customer/vendor relationship management. Project Technical Team Lead, supervising staff of 4 direct reports. Member of product documentation standards team.Reduced resource expenses 10% per project, on average, by standardizing project documentation.Played key role in redesign of internal database-driven call routing tool sold to customers. Streamlined product, resulting in easier usage and lower system maintenance costs.Lowered travel costs by redesigning travel schedules for remote resources.

Key member of new CTI Project Management team at company specializing in technical/IT staffing and implementation of Genesys Laboratories software. Supervised 3 project managers and technical leads. Directed design and implementation of complex, multi-site projects. Provided pre-sales management, including proposal responses, SOW creation, lead generation, and vendor relations.Developed and implemented division's initial CTI project management methodologies.Reduced outside vendor contract costs 15% for major client, improved system availability, and increased satisfaction rate 100% by managing 7 simultaneous projects for customer.Reduced overhead as member of Executive team that developed and implemented internal time tracking and expense entry system.

Member of large program management team at $10M call center consulting and CRM development division of Verizon. Directed contact center implementations. Supervised up to 15 direct reports plus remote teams. Supported customers in multiple business sectors.Facilitated success of 2,000-seat, multi-site contact center implementation initiative.Selected to mentor new hires in project management methodologies and software suites.Assisted in developing PMI-based project management guide books and documentation.

Streamlined support processes and developed new support methodologies.