Larry Baldwin Email & Phone Number

Greater Phoenix

Amsterdam, Nederland, Nl

• Lead B2G and B2C SaaS delivery and manage SaaS product suite P&L, employing industry knowledge to identify and solve difficult problems.• Lead and provide B2G customer management and support.• Spearheaded design, sales, and delivery of new SaaS products, including telephony, chatbots, and websites.• Guide engineers to ensure the efficient delivery & maintenance of SaaS products.• Lead the utilization of agile SDLC methodologies such as Kanban, FDD, and Lean to deploy and mature IBI's best of breed web and IVR Transportation products.• Provide hands-on business development leadership to grow a brand new market. • Direct the activities of high-performing product delivery and support teams; hire, train, and assign tasks to employees; evaluate personnel performance and handle the termination of low-performance staff.• Manage data-driven design decisions to create and oversee user experience (UX) design.• Led the establishment and management of the fledgling Phoenix Office.• Conduct negotiations with C-level government officials.• Maintain and strengthen relationships with customers, including stakeholders, always able to generate continuous business.• Identify and resolve complex issues with software systems while increasing sector financial and operational performance across all systems.• Successfully find my way through the "other duties as required" part of being a Director* Other Positions Held: Associate Director-Application Services, 09/2019-02/2022

Amsterdam, Nl

• Spearheaded designing, developing, and delivering IBI’s Group’s Voice and Speech Services self-service automation IVR product. Lead and create system specifications and make final decisions regarding product design.• Led and supervised a team of five Developers and Engineers tasked with creating the IBI-IVR; coordinated product performance testing and ensured the documentation of results.• Oversaw all aspects of the Voice and Speech Services business for IBI Group’s national sales and deployment efforts and implemented strategies to drive business growth.• Established several training programs, facilitated team training, coaching staff on the company’s goals and objectives, and led teams to exceed targets.• Functioned as the User Interaction Subject Matter Expert for Voice, Mobile app, and Web-based interactions. Managed the development, testing, and deployment of Voice Interaction systems taking 100's of thousands of calls.• Worked closely and effectively with cross-functional teams to enhance processes, increasing overall organizational efficiencies across all departments.• Identified and selected reliable vendors; facilitated cost-saving negotiations with vendors and managed customer and service provider contract terms.• Successfully prove daily that "IVR isn't dead"

• Coordinated the efforts of UX designers and testers and supervised the creation of the best breed of phone, web, mobile web, and mobile device applications.• Led and managed high-performaning teams of worldwide industry experts, including resources that contributed to the growth and improvement of user experience for LogicTree.• Provided innovative, product-focused design leadership for unique multimodal speech and tactical user interfaces.• Managed projects for enterprise-level deployments for systems such as Los Angeles 5 county region 511 and Transit System, Denver Transit System, and Alaska 511.• Developed and managed unique Computer Telephony Integration (CTI) in call center solutions.• Created and conducted user and market research to track customer and competitor trends and features and prepared research reports.• Established and successfully implemented design processes for LogicTree’s self-service and automation products.• Make IVRs that actually work

Bellevue, Wa, Us

• Directed a team of UX, graphic, and voice interface designers and coordinated UX efforts for all VoiceBox products from conception through completion.• Spearheaded the design and establishment of high-quality user interfaces, graphical, voice, and a unique combination of both.• Received the "Cool Vendor" in User Interface Technology Innovation award in 2007, Wall Street Journal Technology Innovation in 2007, and the CES People’s Voice Award in 2008, 2 of 3 in Car Tech and GPS category use VBT.• Writing and tuning innovative speech recognition grammars in different formats. Conducted persona design, dialog design, and voice talent coaching.• Inventor and co-inventor of several speech recognition interaction design patents.• Make an awesome speech assistant, way before Amazon and Apple did.

Seattle, Wa, Us

• Handled the management of the speech recognition application that answered over 20,000 phone calls per day. Provided operational support and ensured compliance with all Service Level Agreements.• Identified future opportunities for Expedia and presented stakeholders with a roadmap that increased customer satisfaction, cut down costs, and maximized revenue.• Capitalized on the opportunity of over 7M contacts yearly; recognized opportunities for customers to become self-sufficient and increased the chances for a customer to be routed to the right agent.• Led and managed the Voice User Interface (VUI) project; oversaw the design. Testing and tuning of the Voice User Interface to facilitate the realization of set goals.

Us

• Maintained, enhanced, and updated Voice Recognition Customer Service applications for over 1M wireless customers. Managed budgets and reporting on fund allocation for Voice Recognition applications.• Led high-performance, dynamic cross-functional teams for large, complex technology projects and provided project oversight to drive the timely delivery of projects.• Handled the establishment and monitored the adherence to the VUI specifications for multiple customers, both internal and external, self-service applications. • Directed persona design and dialog design, conducted voice talent coaching, speech recognition grammar writing and tuning, usability testing, and project management.• Spearheaded the deployment and maintenance of the Call Quality Monitoring System; ensured relevant standards, processes, and regulations were upheld.• Convinced internal stakeholders to stop calling it an "IVR" and call it the "EVP - Enterprise Voice Portal"

Phoenix, Az, Us