Experience

ASSERTION Inc

• United States
• Data Security Software Products
• 1 - 100 Employee

• Consulting Chief Technology Officer

  • Nov 2021 - Present

  United States A technical evangelist for Assertion's cloud-based security solutions for enterprise and cloud-based communication and collaboration systems.



VCM Advising LLC

• Founder & Principal Consultant

  • Apr 2021 - Present

  Advisor to firms planning contact center migrations (e.g.., Premise-to-cloud), improving customer service metrics, selecting or creating CC applications, and expanding self service offerings.



Avaya

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Vice President -- Emerging Products & Technology

  • 2014 - Apr 2021

  Columbus, OH and New York, NY Manages and acts as the chief technology officer for a global business division focused on advanced applications and first-of-a-kind customer deployments of emerging technology solutions. Corporate resource for engaging customers in new solution venues, defining product strategies, driving technology licensing negotiations, and embracing consumer technology in enterprise business. Solutions include social media interactions, contact center analytics, mobile / video customer service… Show more Manages and acts as the chief technology officer for a global business division focused on advanced applications and first-of-a-kind customer deployments of emerging technology solutions. Corporate resource for engaging customers in new solution venues, defining product strategies, driving technology licensing negotiations, and embracing consumer technology in enterprise business. Solutions include social media interactions, contact center analytics, mobile / video customer service, biometrics, and large-scale enterprise integrations. Show less

• Senior Director -- Analytics & Multimedia Research

  • 2001 - 2013

  Columbus, Ohio, Basking Ridge, NJ, and Santa Clara, CA Responsible for leading teams of technologists and business professionals in multiple countries in prototyping and developing new communications solutions. Examples of successful projects: • Led team to convert Avaya customer service center onto natural language application. • Created a social media analytics solution to support social media-based customer service (Facebook / Twitter / WeChat). • Designed and delivered first Avaya SIP video customer service solution, working with… Show more Responsible for leading teams of technologists and business professionals in multiple countries in prototyping and developing new communications solutions. Examples of successful projects: • Led team to convert Avaya customer service center onto natural language application. • Created a social media analytics solution to support social media-based customer service (Facebook / Twitter / WeChat). • Designed and delivered first Avaya SIP video customer service solution, working with France Telecom--then commercialized browser-based video technology for many customers, including Barclays and Bank of America. • Led Avaya to assess then develop WebRTC-based customer service solutions. • Repeatedly called upon to address customers, industry events, analysts, and corporate leaders on likely consumer technology evolution, its impact on enterprise communications, and possible paths to embrace and benefit from these changes in consumer landscape. • Led technical evaluations during several corporate acquisitions for speech, chatbot, and communication platform technologies. Show less