Salesforce Service Cloud Voice specialist, focusing on pre-sales engagements and contact centre architecture using SCV with Amazon Connect and Genesys Cloud CX.

Lead consultant for Alscient's contact centre practice. Main focus on Service Cloud Voice and Amazon Connect solutions.Delivered Service Cloud Voice projects for 9 clients, including Amazon Connect (full bundle and BYOT) and Vonage telephony, PCI DSS payment integrations and Lex Conversational AI.

Lead product manager for GoTo Connect's contact centre solution.

Responsible for the Omnichannel Brand & Consumer Experiences in Vonage's CCaaS (Contact Centre as a Service) product.

- Professional services subject matter expert for Salesforce Service Cloud Voice (SCV) and omnichannel, providing expertise to Vonage PS and partner implementers and feedback to product.- Responsible for projects involving complex integrations across multiple Vonage technologies (CC, API, AI), multi-channel user journeys, and integrations with third-party vendors and client-owned systems.- Solution architect for technically complex opportunities and deliveries, providing design oversight of the full solution and building challenging VCC use cases.- Providing technical expertise to pre-sales and customer success, outside of the PS project lifecycle.- Led the technical approval of all statements of work for EMEA and NAM VCC opportunities to ensure compatibility of proposed features.

Responsible for leading one of the VCC Professional Services Consultants teams and the Network Services team in Europe. Led a team of four consultants focused on delivering the more technically challenging aspects of Vonage’s productised contact centre features including new CRM integrations (MS Dynamics, Service Now & Zendesk), complex omnichannel journeys (cross channel across voice, WhatsApp, SMS, Facebook Messenger etc), Vonage AI, and network and telephony consultancy.- Acted as solution architect on complex deliveries- Supported Pre-Sales and Customer Success with challenging technical requirements- Promoted technical excellence within VCC Professional services- PS technical SME for customer escalations

Responsible for providing solution implementation services, integration development, training, and associated consulting for VCC.- Specialised in integration with Salesforce Service Cloud, client-owned web services and APIs using JavaScript, Work Force Management (WFM) platforms including Verint & Monet and implementation of PCI compliant payment solutions. - Jointly responsible for the European PS team’s Centre of Excellence, promoting PS use of latest features and ensuring solution designs and builds were robust.

Responsible for design, configuration, testing, training and deployment of Vonage's CCaaS for Salesforce solution to a wide range of clients, with a particular focus on:- CTI integration for Salesforce Service Cloud- Design of dynamic IVR routing for differentiated customer experiences- In IVR API integration with third-party web services- Omnichannel strategy and integration- Integration with workforce management systems and payment gateways for PCI compliance

Led the team responsible for scoping, designing and maintaining the National Chemical Emergency Centre’s clients’ incident handling procedures. Nominated in 2017 for the Ricardo Group’s CEO award for “Energising the way we onboard our customers”.NCEC has over 500 clients, with diverse operations throughout the chemical supply chain. Each client required bespoke call handling processes to be created and maintained, to ensure their needs are met during an emergency situation. The situations these involved were varied, typically including chemical emergencies, logistics problems and business continuity issues. These involved liaising with clients to understand their operations and developing incident handling processes for NCEC’s emergency response team, that can be easily and rapidly understood in potentially high pressure and time critical emergency situations. Technical lead for NCEC’s delivery and operations team, responsible for demonstrating NCEC’s emergency response capabilities to clients and prospects, via face to face meetings, webinars and technical documentation. Provided chemical and emergency response expertise for contract scoping, sales activities, operational management and complaint investigation.Part of a team of four supervisors responsible for training, motivating, developing and managing NCEC’s emergency response team to ensure they provided excellent technical and commercially aware advice whilst working on NCEC’s 24/7 helplines. Responsible for providing the first line of support to the emergency response team in the event of challenging chemical emergencies.

Responsible for providing safety-critical, chemical emergency advice over the telephone in the event of chemical incidents at Ricardo’s National Chemical Emergency Centre. Worked as part of a team of emergency response personnel to provide 24-hour service, on a shift basis. Callers included the emergency services, direct clients from the chemical and transport industries and end users, including members of the public.