Senior Software Engineer

• Jan 2020 - Present

Acqueon is an innovative provider of conversational engagement software powering over 5 billion customer interactions annually. We help customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and e-mail. Acqueon is an innovative provider of conversational engagement software powering over 5 billion customer interactions annually. We help customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and e-mail.

NICE Workforce Management Consultant

• Feb 2019 - Mar 2020

NICE Workforce Management Delivery Solutions Architect

• Oct 2014 - Nov 2018

Acted as technical leader of Services projects. Led technical transition of projects from Sales to Services. Acted as technical advisor to Project Managers and customers. Ensured that both customers and Professional Service Engineers were ready to begin projects.• Assisted Sales team with technical pre-sales questions• Conducted extensive WFM demos and training for DSA team• Worked closely with WFM Product Management to give feedback on WFM roadmap

NICE WFM Services Delivery Manager

• Apr 2004 - Oct 2014

Managed team comprised of NICE WFM Installers and Integration Technicians. Drove revenue generation throughout each quarter. Assisted Sales team with technical pre-sales questions. Handled customer escalations.• Learned Installer role and personally completed several installations independently• Grew team from 4 technicians in 2004 to 9 technicians by 2012• Successfully led team through several transitions: from IEX to NICE; from salaried to hourly; through many upper management changes (four different VPs, two EVPs)• Helped to align WFM delivery processes with other NICE product lines• Presented annually at both IEX and NICE User Conferences

IEX TotalView Implementation Integration Technician

• May 2000 - Apr 2004

Implemented a myriad of ACD and SmartSync integrations. Learned and tested new features and integrations as they were developed. Wrote both internal and customer-facing documentation.• Delivered semiannual partner training of WFM ACD implementations• Presented annually at IEX User Conference

IEX TotalView Level II Support Engineer

• Mar 1998 - May 2000

Provided technical support for TotalView’s interfaces with ACD products from other vendors, including Aspect, Lucent, Nortel and Rockwell. Fielded calls from TotalView end-users and server admins. Performed in-depth research on customer issues, following them to resolution. Tested software as necessary, writing bug reports for Development when appropriate. Independently managed customer accounts.• Chosen for specialty ACD team upon its creation• Promoted to Level II within three months of becoming ACD Specialist• Wrote troubleshooting flow-chart for on-call personnel• Assisted training of new hires