Developed and executed a Contact Center Technology Program, integrating advanced AI and telecommunication technologies.

Fostered robust vendor relationships and streamlined IT workflows, enhancing service delivery and customer experience.

·         Spearheaded the Request for Proposal (RFP) process for implementing a Voice Print Authentication system, focusing on enhancing customer security and service efficiency.

·         Conducted comprehensive assessments of various vendors, leading to the successful selection and partnership with a top AI vendor in the passive voice authentication sector.

·         Developed and launched the Contact Center Technology (CCT) Program, aimed at delivering projects related to CCT technologies such as IVR, call routing, switching, queuing, telephony, workspaces, and biometrics.

·         Played a key role in the maturation of IT workflows, incorporating DevOps practices (ServiceNow) across Service, Operations, and Business units.

·         Led the development and approval of the program charter and facilitated the identification and kick-off of the Executive Steering Committee (SteerCo).

·         Managed the procurement and coordination of a specialized core team for ongoing support and PPM management.

·         Oversaw cost management of projects and resources, utilizing PPM and Oracle Financials for effective financial oversight.

·         Established a governance model to manage incoming ServiceNow Ideas and Demands, determining the allocation of projects within the program.

·         Developed a comprehensive program roadmap, championing Scrum and DevOps delivery techniques and focusing on outcome-based measurements.

·         Successfully transitioned the new CCT Program to a full-time employee (FTE) team and the CCT Manager for sustainable program management.