Barry Wells
Lakewood Ranch,FL
Summary
Accomplished technology delivery leader with a proven track record in managing complex programs and leading cross-functional teams. Strategic thinker skilled in aligning technology initiatives with business objectives. Specialized expertise in contact centers, professional services, technical consulting, and customer relationship management. Demonstrated ability to drive technical excellence, foster cross-functional collaboration, achieve exceptional customer satisfaction, and lead with authenticity and integrity. Equipped with a focus on servant leadership and a deep understanding of cloud technologies, program management, change management, and quality management. Well-prepared to drive success in any organization.
Overview
29
29
years of professional experience
Work History
APS Managing Principal (Technical Program Manager)
Avaya Inc
04.2013 - 07.2024
- Directed pre-sales, implementation, and activation services across the Contact Center Assisted product portfolio
- Led a global team of engineers delivering technical consulting, implementation, and support services to enterprise clients
- Implemented and managed programs to improve overall delivery quality
- Developed, managed, and mentored a high-performing team of delivery engineers, providing hands-on coaching and fostering career growth
- Collaborated with global cross-functional teams to align product roadmap, optimize processes, and enhance product quality across the Contact Center Assisted portfolio
- Led technical escalations and facilitated engineering support, improving issue resolution time and customer satisfaction
- Implemented robust quality programs, resulting is a high percentage reduction in change event failure rate
- Analyzed APS CC and IVR opportunities for proper scope, technical & pricing accuracy, and provided technical feedback to account teams enhancing quote quality and customer satisfaction
- Achieved an “Exceeds Expectations” rating in annual performance reviews, reflecting sustained high performance and surpassing expectations.
APS NAR Team Lead, Technical Delivery Readiness Manager
Avaya Inc
05.2007 - 04.2013
- Team lead for APS delivery team
- Mentor and motivate team members so they may grow within
- Outstanding consultative, training, mentoring, and interpersonal skills
- Demonstrate Avaya growing products to new and potential customer during the sales process
- Knowledgeable on many Speech Recognition, Text-To-Speech and Voice Verification solutions used by Avaya
- Has highly detailed experience within own discipline and has a working knowledge of other disciplines as a result of teamwork with other employees.
Senior Engineer
InterVoice
07.1998 - 04.2007
- Responsible for the design, programming, debugging, testing, training and modification of telecommunication applications
- Work with GUI based development tools to write Suite of Next-Generation Communications
- Applications, various software layers such as network protocols and telephony protocols
Bank Analyst Implementations/Programmer
Kirchman Corporation
08.1995 - 07.1998
- Implemented and trained clients on all interfaces (ACH, Teller Terminals, Voice Response, Home
- Banking, ATE, Items, and ATMs) on AS/400, UNIX, MVS, VSE, and PC's
- Created COBOL programs to be used for on-line ATMs and during down time
- Provided software and hardware training on the AS/400, ES9000, and NCR system
- Documented procedures on how to use Kirchman Dimension software for Banks
- Worked with the conversion team as a Programmer and as an Interface Banker
Education
Bachelor of Science - Management of Technical Operations
Embry-Riddle Aeronautical University
Daytona Beach, FloridaSkills
- Unified Communications, Contact Centers Servant Leadership Cross-Functional Team Leadership Strategic Leadership
- Cloud Technologies Program Management Customer Relationship Management Change Management Quality Management
- Strong analytical and problem-solving abilities Cross-Functional Collaboration
- Team Development Technical Expertise Risk Management Technical Execution Microsoft SharePoint
Timeline
APS Managing Principal (Technical Program Manager)
Avaya Inc
04.2013 - 07.2024
APS NAR Team Lead, Technical Delivery Readiness Manager
Avaya Inc
05.2007 - 04.2013
Senior Engineer
InterVoice
07.1998 - 04.2007
Bank Analyst Implementations/Programmer
Kirchman Corporation
08.1995 - 07.1998
Bachelor of Science - Management of Technical Operations
Embry-Riddle Aeronautical University
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