·Championed enterprise call center infrastructure transition across 100+ locations with use of IP telephony, IP Trunks between sites, and conversion to carrier access to IP-based trunks.
·Led multi-site engineering staff of 25 with $9M expense budget and skills in voice mail/unified communications, automatic call distribution, call routing, call recording, interactive voice response, and outbound dialers.
·Achieved 40% improvement in project staffing efficiency over 12 months by tracking project demand and output capacity to avoid over/under staffing.
·Product managed $30M cost recovery/allocation for voice mail supporting 130,000 users in 2,000 locations, call center infrastructure for 20,000 agents in 147 locations, and call recording for 4,000 users in 40 locations.
·Implemented clean-up effort of $7M fixed asset inventory (500+ items) to ensure assets were correctly aligned to departments and unit cost rates.
·Worked with multi-national teams, including direct interactions in Hong Kong and London, to coordinate regional plans and roadmaps to complement corporate strategy.
Supported far-shoring initiatives in India to implement new global call centers in Mumbai and integrate them into a virtual contact center along with locations in Singapore, the Philippines, England, and the U.S.