Damon has extensive experience at providing discovery, design and deployment services. He has successfully lead business and technical teams responsible for project delivery, including performing technology gap analysis. He has an expert level of competency with IVR, ACD, CTI and CRM technology systems, and has designed Voice Recognition and IVR application solutions for use in high volume inbound and outbound contact centers. He has held positions as Practice Lead, Consulting Manager, and was a Product Manager for Syntellect, an IVR company.
His vast experience in Enterprise and Call Center offerings includes: Design and implementation of IVR/CTI solutions for a global operation with full lifecycle support from design through post production cutover support, including creation of the technical and functional design documentation and leading the deployment activities of the project. He also has experience designing an IVR and CTI deployment strategy, acting as lead architect and facilitator to create the strategy for integrating 14 contact centers in seven international locations within Latin America.
He is an expert at conducting needs assessment to complete business requirements and functional design specifications for our clients, while on the technological end he designs and implements.
David has been working in the call center arena for over 20 years. He has worked with all types of call center solutions: ACD, IVR, CTI, Predictive Dialers, Custom Desktop Applications, Business Process Management, and Systems Integration Services. He has extensive experience at providing discovery, design and deployment services. He is exceptionally skilled at isolating and determining data requirements and constructing financial analysis. At OAO Technology, he was a critical player in the implementation of the CRM practice, focusing on Siebel, Genesys, and eTalk solutions, as well as consulting and implementation services.
He managed projects at the executive level, created value, and drove key partnerships with Genesys and Siebel. David was one of the original six members recruited by Aspect Communications for its Consulting and Integration group and worked extensively with Aspect accounts throughout Europe and North America. At Rockwell, he managed major accounts, successfully introducing them to the company's new line of ACDs and was responsible for the initial partnering with IRT and the introduction of DiverCTI, IRT's CTI and workflow product, which was later purchased in whole by Rockwell. During his long career with IBM/ROLM, David assisted in the initial set-up and build-out of new branch offices, set up and managed sales, sales engineering, and specialized in strategic planning and consultative selling.