Billy Sparks
Seguin,TX
Summary
Experienced IT professional specializing in Contact Center Technologies, with expertise in solving complex problems, critical thinking, and driving strategic decision-making for high-impact solutions. Adept at fostering strong client relationships and leading cross-functional teams to implement scalable, technology-driven solutions. Proven ability to dissect intricate technical challenges and enhance operational efficiency through innovative approaches.
Career highlights include improving call center efficiency by 20% through a critical migration project, implementing an analytics tool that reduced resolution times by 15%, and deploying cloud-based solutions that cut infrastructure costs by 30%. Known for upholding integrity, building stakeholder trust, and consistently aligning technical solutions with business goals. Eager to bring expertise and a forward-thinking approach to new challenges.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Professional Services Engineer - RingCX - Contact Center Solutions Architect
RingCentral
02.2024 - Current
- Specializing in leading the development and implementation of advanced contact center solutions, with a focus on technical configuration and IVR integration within the RingCX Cloud environment. Expertise in contact center technologies ensures that technical architectures are scalable, efficient, and aligned with client needs and industry standards. Leadership efforts emphasize performance optimization and achieving long-term business objectives, driving operational excellence and enhancing client satisfaction.
Manager Professional Service and Support North America
Vocalcom
04.2020 - 01.2024
- Effectively managed a team overseeing Vocalcom's cloud-based and on-premise omnichannel Contact Center support and services across North America, including the US and Canada. Efforts in cultivating relationships with over 30 key enterprise clients resulted in a 25% increase in customer retention and maintained a consistent 95% satisfaction rating, while also identifying upselling opportunities.
T3 Contact Center Engineer
Mitel/Shoretel
09.2015 - 04.2020
- Delivered specialized support for Mitel Connect Cloud and Premise Contact Center platforms, serving as lead for escalated customer issues. Played a key role on the top team responsible for Connect Cloud Contact Center outage response, guiding both resolution strategies and conducting thorough Root Cause Analysis (RCA).
Techincal Escalation Support Engineer VOIP
Shoretel
01.2014 - 09.2015
- Provided expert-level support for ShoreTel IPBX Unified Communication system, leveraging experience and targeted strategies to ensure rapid problem resolution. Consistently ranked in top 1% of engineers for meeting and exceeding SLA targets, delivering swift solutions to Tier I and II issues. Regularly offered feedback for process improvements, enhancing team performance while maintaining highest standard of customer service.
Professional Services Engineer
Avaya
12.2011 - 12.2013
- Led High Touch Partners in deploying and maintaining Avaya's BLUE and RED RICS solutions, achieving a 98% project success rate. Exceeded revenue targets in FY2012 and FY2013, generating over $1.5 million against a goal of $600K. Played a key role in surpassing targets where previous efforts had failed. Implemented proactive strategies, collaborated on custom Method of Procedure (MOP) development, and escalated unresolved product issues, maintaining less than 2% escalation across all projects.
Sr. Customer Support Engineer
Nortel/Avaya
09.2002 - 12.2011
- Provided tier 3 support to Avaya's top 10 partners, mentoring engineers to exceed 88% customer satisfaction. Managed escalations with design support, leading root cause analyses for outages and crafting action plans for complex issues. Conducted quality testing for patches pre-release and maintained expertise in Unified Communication systems. Recognized as a top contributor and selected for high-profile, on-site client assignments, including Disney and Raytheon..
Channel Support Engineer
Nortel
01.2000 - 09.2002
- Served as on-site Nortel liaison at Williams/NextiraOne TAC, Nortel's lead partner and reseller, fostering strong collaboration. Implemented process improvements that reduced customer escalations by 20%. Engaged daily with TAC engineers and managers to understand operations and relay critical insights to management, driving new partner processes. Led customer and partner conference calls, ensuring effective issue resolution. Delivered weekly status reports, highlighting progress and contributions to improving customer satisfaction. Completed two months of intensive Nortel product training and achieved one of the first Nortel 3C Certifications.
Education
Database Design -
Alvin Community College
08.2000
Computer Engineering Technologies -
ITT
09.1997
General Studies -
Tarleton State University
05.1996
Skills
- AI
- Amazon Web Services
- Avaya Aura Contact Center
- Cisco Routing
- Fortinet Firewall
- INGATE SBC
- IVR
- Khomp SBC
- Mitel Connect
- Mitel Connect Contact Center
- MS Server 2019
- MSSQL
- Networking
- RingCX
- RingEX
- RingSense
- Salesforce API
- SIP
- VMWare
- Vocalcom Hermes360 Omnichannel Contact Center
- WebRTC
- Wireshark
Certification
- Mitel/Shoretel TAC Advanced Connect, 04/01/18
- Mitel Connect Contact Center, 03/01/19
- Microsoft Certified Systems Engineer (MCSE) +I, 09/01/99
- Cisco CCNA, 07/01/04
- Nortel Certified 3C Engineer, 2002
Volunteer Experience
The Institute for Women's Health, Technology Consultant - Web/Security/Infrastructure, https://www.theiwh.org/
Timeline
Professional Services Engineer - RingCX - Contact Center Solutions Architect
RingCentral
02.2024 - Current
Manager Professional Service and Support North America
Vocalcom
04.2020 - 01.2024
T3 Contact Center Engineer
Mitel/Shoretel
09.2015 - 04.2020
Techincal Escalation Support Engineer VOIP
Shoretel
01.2014 - 09.2015
Professional Services Engineer
Avaya
12.2011 - 12.2013
Sr. Customer Support Engineer
Nortel/Avaya
09.2002 - 12.2011
Channel Support Engineer
Nortel
01.2000 - 09.2002
Computer Engineering Technologies -
ITT
General Studies -
Tarleton State University
Database Design -
Alvin Community College
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