Steve Mathis Email & Phone Number

North Richland Hills, TX, US

Minneapolis, Minnesota, United States

• Served as the linchpin between customers, stakeholders, and development teams, ensuring that products or services not only meet user needs but also align with an organization's strategic goals. Performed research.
• Analyzed current costs and estimated the cost or cost savings.
• Compiled and analyzed information for projects, making recommendations based on findings, including Voice of Client (VoC).
• Oversaw backlog health, leveraging Jira and Confluence
• Directed a large IVR transition/integration / creation in AWS.
• Cared for the acquisition of Union Bank new flows were designed, documented in flows and details. Most challenging was the Japanese language flows. Working with translators and Japanese testers and creating translation.

Irving, TX

• Provided tier three technical enhancements/trouble resolution and project management.
• Partnered with cross-functional teams within Information Technology and the business; interfacing with the Operations System Support staff, Technology Assistance Center, Service Engineering – Contact Center Solutions.
• Led major incident calls regarding Dialer/ALM/SIP, engaged outside teams required, held vendor accountable for quick resolution as well as provided root cause analysis. There are often times where departments and.
• Led the design and execution of system enhancements projects for the Aspect dialer platforms, ensuring the changes met business and technical requirements while maintaining a reliable dialer system. As a team lead and.
• Corrected program errors, prepared operating instructions, compiled documentation of program development, and analyzed system capabilities to resolve questions of program intent, output requirements, input data.
• Scheduled, planned and performed monthly OS Patching for 200+ servers.

• Planned, organized, and hosted regional meetings.
• Guided ASUGA provided webinars and website content…host webinars.

Dallas/Fort Worth Area

• Led many types of projects: Product implementation, enhancement, integration, conversion, business process enhancement or training projects. Some of the products include M3, ALM, AQM, Data Views, RTR, Director, UIP UCC.
• Conducted business analysis to gather internal processes and issues faced by the customer base to help formulate recommendations for improvement and ensure successful implementation of the solution or migration.
• Critically evaluated information gathered from multiple sources. Decomposed high-level information into details.
• Distinguished user requests from the underlying true needs.
• Communicated and collaborated with external and internal customers to analyze information needs and functional requirements and deliver the following specifications: Solution Design Document, Consumer Interaction Flow.
• Successfully engaged in and drove to completion multiple initiatives simultaneously.

Westlake, TX

• Monitored staff and performance of dialers for 10 different departments(Aspect UIP 6.6, ALM and Enterprise Monitor; Avaya SP4)
• Functioned as Dialer liaison for the Business Vehicle Finance and Spanish departments. Offering strategy suggestions.
• Pull adhoc reports for support of management and to drive strategic decisions and recommendations.
• Trained expansion of 200+ new users during site consolidation
• Trained all agents for upgrade from Avaya dialer to UIP to existing agents
• Collaborate with IT, Telephony and desktop support across multiple sites.

• Provided support functions for 10 Avaya PC3 dialers.
• Austin Logistics(ALI) SME for OnQ and CallTech
• Review, analyze, and evaluate business needs then formulate and implement systems
• Testing changes and training dialer admins with newly developed procedures.
• Coordinated schedules with operations and staffing groups to maximize the benefit of optimization software.
• Develop test plans and execute testing for IEX/ALI integration.

• As Dialer Administrator II, I was responsible for recommending, supporting, and implementing departmental initiatives for both the front and back end operations.
• Managed Ensemble dialer
• Implemented Ensemble Pro dialer and UIP 6.6
• SME on Austin Logistics Inc products (Calltech and OnQ )
• Designed Call Handling routing logic.
• Built resource process to gather, calculate penetration and enter staff.