Victor Bailey Email & Phone Number

Dublin, County Dublin, Ireland

Collaborated closely with Sales, Support and R&D teams, conducted RPA assessments encompassing process selection, business analysis, feature design, and development. Led workshops, provided expert application and infrastructure support and training, effectively resolved critical issues and escalations, managed proof of concept (POC) and pilot activities. Actively contributed to product testing and engaged with online developer communities. Implemented and supported applications and… Show more Collaborated closely with Sales, Support and R&D teams, conducted RPA assessments encompassing process selection, business analysis, feature design, and development. Led workshops, provided expert application and infrastructure support and training, effectively resolved critical issues and escalations, managed proof of concept (POC) and pilot activities. Actively contributed to product testing and engaged with online developer communities. Implemented and supported applications and infrastructure based on Windows, Linux, Kubernetes, Docker and MSSQL. • Government (UK) – developed and supported an AI-driven robotic solution automating handwritten form processing, resulting in a 90% workload reduction and 99.4% handwriting recognition accuracy• Hospitality (US) – created an attended robotic solution for customer service, cutting call times by up to 20%, reducing errors, and enhancing both customer and agent experiences• Telco (US) – implemented an AI solution to identify processes for partial/full automation. Led to improved efficiency and reduction in time taken to qualify processes for automation• Tech (IL) - created Cognos reports to quantify and analyse the efficiency and productivity of robots• Received two awards for designing and developing innovative product features, enhancing capabilities and usability• Received a Research and Development recognition award for outstanding contribution while working on product testing • Part of the team that secured product placement in Gartner's RPA Magic Quadrant Leaders, boosting credibility and gaining a competitive edge Show less

County Dublin, Ireland

Created design documentation, provided expert application and infrastructure support, and training to partners and customers. Led development, configuration and deployment of RPA software and infrastructure. Key advocate within the NICE online development community.• Energy Provider (UK) – designed and implemented multiple unattended robotic automation solutions, resulting in a remarkable 95% reduction in human effort• Government (UK) – deployed unattended / attended robotic… Show more Created design documentation, provided expert application and infrastructure support, and training to partners and customers. Led development, configuration and deployment of RPA software and infrastructure. Key advocate within the NICE online development community.• Energy Provider (UK) – designed and implemented multiple unattended robotic automation solutions, resulting in a remarkable 95% reduction in human effort• Government (UK) – deployed unattended / attended robotic solutions, automating tasks (previously completed by people), reducing costs and errors up to 80% and agent call times by 40% Show less

County Dublin, Ireland

Led application and infrastructure installations, upgrades, and support. Provided training, troubleshooted issues, and performed quality testing on new products.• Government (UK) – implemented a solution on agent desktops to halt credit card recording, ensuring PCI compliance and improved reporting metrics• Finance (UK) – set up a robust voice and screen recording system with quality monitoring, ensuring regulatory compliance and enhancing customer service through rigorous quality… Show more Led application and infrastructure installations, upgrades, and support. Provided training, troubleshooted issues, and performed quality testing on new products.• Government (UK) – implemented a solution on agent desktops to halt credit card recording, ensuring PCI compliance and improved reporting metrics• Finance (UK) – set up a robust voice and screen recording system with quality monitoring, ensuring regulatory compliance and enhancing customer service through rigorous quality control Show less

County Dublin, Ireland

Performed installations and upgrades, led issue resolution, provided expert technical support, managed lab facilities, conducted system health checks and delivered customer training sessions.• Police (EU) – implemented and configured a nationwide Tetra mobile radio recording and incident management system. Significantly enhanced communication, response capabilities, compliance, and overall efficiency• Finance (IE) – implemented and set up a global interaction recording and analytics… Show more Performed installations and upgrades, led issue resolution, provided expert technical support, managed lab facilities, conducted system health checks and delivered customer training sessions.• Police (EU) – implemented and configured a nationwide Tetra mobile radio recording and incident management system. Significantly enhanced communication, response capabilities, compliance, and overall efficiency• Finance (IE) – implemented and set up a global interaction recording and analytics system, resulting in enriched customer insights, elevated customer service, heightened efficiency and productivity, and realised cost efficiencies Show less

Dublin, County Dublin, Ireland

Configured and maintained Avaya, Nortel, NICE and Verint systems. Investigated and escalated technical issues.• Finance (IE) – managed MAC operations for telephony systems in Ireland and the UK, swiftly resolving technical issues by collaborating with vendors for faster support issue resolution and achieving first-ticket resolution• Acquired proficiency in programming Nortel, Avaya, NICE and Verint systems• Successfully trained and mentored new starters in the team

Dublin, County Dublin, Ireland

Performed installations and commissioning of telephony systems and data networking products. Led investigation and resolution of customer issues. Provided expert technical support, training and documentation for customers.• Finance (IE) – implemented a cost-effective call routing plan, reducing expenses by 60%. Upgraded the core telephony platform for improved capacity, features, and reliability for all branches• Legal (IE) – crafted an innovative call routing strategy that resulted… Show more Performed installations and commissioning of telephony systems and data networking products. Led investigation and resolution of customer issues. Provided expert technical support, training and documentation for customers.• Finance (IE) – implemented a cost-effective call routing plan, reducing expenses by 60%. Upgraded the core telephony platform for improved capacity, features, and reliability for all branches• Legal (IE) – crafted an innovative call routing strategy that resulted in a decrease of unanswered calls by as much as 30% Show less

City And Guilds Diploma, Telecommunications And Electronics Engineering

National Leaving Certificate