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INTERACTIVE
INTELLIGENCE (ININ:NASDAQ), Indianapolis, IN
$500M global
provider of unified business communication software for contact center
automation, enterprise IP telephony and enterprise messaging.
Service Delivery
Manager, Communications as a Service Division (CaaS)
Responsible for
strategic direction of customers’ technical needs and satisfaction.
● Report to the VP
of CaaS Operations and managed vertical lines of delivery in matrix
environment.
● Accountable
technical and relationship manager for 45 customers totaling $8.5M in
annual revenue.
● Supervision of
project implementations for global customers.
● Audit customer’s
overall solution architecture to confirm that best practices are followed.
● Collaborate with
Sales to up sell customers on new and existing applications.
● Engage with
customers on escalations when the overall CaaS solution is not meeting
their expectations.
● Work directly
with the customers to understand their short and long term plans and how
ININ’s product roadmap will enable them to provide better service to their
customers.
Manager, Project
Management Office, Information Technology
Responsible for
initiatives including; ERP, CRM, Infrastructure modernization, cloud
technologies and acquisitions.
● Managed team of 6
Project Managers and reported to the Director of Strategy and Delivery.
● Spearheaded
initiative to standardize on Cloud enabled platforms, allowing IT to move
away from our capital intensive DRHA strategy.
● Developed a
framework to evaluate business solutions for cloud suitability.
● Directly led
project to migrate to Microsoft’s Office 365, including mailbox migration,
email retention policy updates, communications management and training.
● Developed IT
Delivery Framework, including agile development methodology and project
governance. Project included team member and customer coaching /
mentoring, tool selection, data migration and process design and
implementation.
● Mentored Project
Management Office and Development teams on agile philosophies and
frameworks.
● Introduced
Organizational Transformation processes and framework into the IT Delivery
Framework.
● Directly led
implementation project of Service Now ITSM platform, including Incident,
Problem, Change, Project and Scrum (SDLC). Consulted the Service Desk
on ITIL best practices as well as managed communications to all Interactive
Intelligence team members.
● Led business unit
software selection activities, including requirements analysis, RFP
development, vendor management, and contract negotiation.
Engagement
Manager, Professional Services
Responsible
implementations in assigned region.
● Reported to the
Director of Professional Service and managed team of 10 Project Managers
and Implementation Engineers.
● Responsible for
$4M in annual revenue for the Great Lakes and Canadian region.
● Developed overall
account implementation strategy, including the scoping, SOW creation, cost
estimates, project plans risk identification, and execution of delivery
utilizing waterfall methodologies.
● Coordinated,
delivered multiple concurrent implementations.
● Managed customer
expectations and satisfaction from pre-sales throughout the implementation
process.
● Coordinated and
managed the internal effort to deliver, per the project plan, escalating as
needed if internal resources fell behind, or failed to engage.
● Kept customer
engaged, informed and accountable throughout the implementation process by
providing clear and timely communication.
Manager, Hosted
Operations & Services
Responsible for
maintaining 99.99% service uptime of interactive intelligence’s
communications as a service product offering.
● Directed all
operations for implementations and service provisioning of infrastructure
systems.
● Managed team of 7
Engineers reporting to the VP of Client Services.
● Responsible for
bottom line operating costs and $1 million annual budget.
● Worked with
Product Management to determine features differentiating us from the
current market.
● Led the strategic
and operational initiatives of all CaaS personnel.
● Quantified
operating costs and worked with Product Management to define the price/cost
model for the Communications as a Service (CaaS) product offering for the
first time.
● Negotiated with
vendors to bring costs down, resulting in a profitable and competitive
offering.
Group Manager,
Testing Department
Responsible for
testing feasibility of large-scale deployments of interactive intelligence
software.
●
Responsible
for the expansion, management and training of staff including
individualized training.
●
Researched
and implemented feasibility tests of large-scale deployments of Interactive
Intelligence software.
●
Worked
closely with development team to identify bottlenecks in system
architecture.
●
Managed
and implemented VMWare LabManager project to move to a virtual server
environment that increased the Development department’s productivity.
●
Implemented
large-scale test scenario that tripled Interaction Center’s call and user
capacity to demonstrate scalability and reliability for 3rd
party testing company.
Senior Systems
Engineer, Hosted Services
Responsible for
serving as a technical liaison between clients and sales team during sales
presentations.
●
Created
demonstration environments and technical trails of software to demonstrate
to clients’ design and functionality capabilities, which were used by the
sales team to increase customer confidence and close the sales process.
●
Served
as the lead technical adviser during the implementation phase of all
projects.
Systems Engineer,
EMEA Support Services, Aix-en-Provence, France
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