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Work Background
AvayaCustomer Solutions Architect
Aug. 2019 - Jul. 2024United StatesProvide technical design support for Enterprise level contact center customers using the Avaya Communications Platform and product suite Including Communication Manager, System/Session Manager, ASBCE, Oceana, CCaaS, CPaaS, DaaS, and Avaya Private and Public cloud options.
Self-employedSenior Consultant Contact Center Optimization
Jul. 2019 - Aug. 2019Westwood, Massachusetts, United States
ComcastSenior Architect Contact Center Technology
Feb. 2012 - Mar. 2019Chelmsford, MADesign, support and maintain multi-core enterprise call center environment operating multiple platforms •Define, maintain, evolve an architectural roadmap for the Call Center domain of applications and systems
•Build strong relationships with a varied group of stakeholders (project teams, product managers, call-center operations teams, etc.) to understand current and future needs
•Work closely with project-oriented solution architects to ensure domain roadmap and project designs mesh; drive alignment of architectural and business goals
•Frequently review implementation and gauge adherence to organizational standards of code quality, maintainability and extensibility – this is a hands on position
•Drive build-versus-buy decisions based on differentiation, total cost of ownership, and strategic objectives; be technical point of contact for vendors providing capabilities within the domain
•Work as a Senior Leadership member of the Comcast NED architecture group to define and guide the overall platform architectural direction
•Mentor other technologists (developers, testers, system engineers) in implementation and architectural topics
•Develop, socialize and promote architectural principles and design patterns throughout the technology community
•Drive proper use of technology across the organization
•Define ROI and competitive edge for technology solutions
•Ensure effective communications — up, down and across the business
Harvard UniversityUnified Communications Consultant
Sep. 2011 - Feb. 2012Cambridge, MA Document product strategy and roadmap for enterprise Unified Communications; Work with existing team to coordinate a “point in time” decision to move forward with key stakeholder group; Formalize existing analysis on: customer and market requirements and drivers, competitive analysis on products, technical assessment of solutions; Work with existing team to create a 2 year strategic plan with significant delivery milestones, including an early adopter phase within the first 8 months; Develop Test Bed environment for product comparison Design and oversee detailed test plan for capacity on equipment selection Create a 8 month detailed implementation plan, with detailed costs and resourcing; Manage over-all implementation
New Horizon CommunicationsProduct Manager Hosted Services
Jul. 2009 - Sep. 2011Lexington, MADesign and support a Hosted PBX product offering to the existing New Horizon Customer base. Assist in sales and Marketing materials and opportunities. Developed NGN products such as BYOB Hosted as well as SIP trunking
KNT Technical ServicesPrincipal
Jun. 2008 - Jul. 2009Blackstone MAOffered consultative services to tier 2 carries on design and development of MPLS based Next Generation Networks. Including SAS-70 Data Center deployment and design, Design and Implementation of Core Switching for voice and Data based on Cisco Platforms, Sales support provided to enterprise clients.
CTC CommunicationsNetwork Design Engineer
Nov. 2005 - Jun. 2008Supporting s 12 Person Sales Staff to ensure proper solution is presented to prospects. Project manage installations of Larger Scale Voice and Data turn-ups as well as troubleshooting issues that come up in the post installation arena
Lightship TelecomMajor Account Executive
Jan. 2003 - Dec. 2004Prospected and Sold to Mid Market Business in the greater Worcester Area. Maintained a Quota of 100 DS0's per month
Lighthsip TelecomMajor Account Manager
Oct. 2002 - Nov. 2005Outside Sales position into the Mid Tier markets provided Local Long Distance and Internet services. SOlutiuon based sales person Analysing call traffic patters and Network Topography to quote a custom fit based on customer needs
Tundo CorpDirector Of Technical Services
Dec. 2000 - Aug. 2002Manager of 25 Technical Support people for a VoIP System Technical support staff included 1 Manager 2 Team Leaders and 22 Tech Support engineers. I was responsible for Lab Set up and Budgets for the Tech Support Group
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