DAVID C. MARTIN
Winter Park,FL
Summary
Motivated cross-functional professional with extensive services experience across several leadership, design, and implementation roles. Proven history in leading, mentoring, and motivating architecture and services teams to actualize bottom-line results. Focus on nurturing people and skills in an agile culture. Building out relationships among diverse and interdependent organizations. Drawing from graduate-level education in both Business and Industrial Engineering.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Senior Principal Architect
Kore.ai
05.2023 - Current
- Consultative engagement with clients to design AI-driven solutions to meet business objectives.
- Mapping of technical components required build overall solution.
Managing Director, Professional Services
Avaya
12.2005 - 04.2023
- Led a team of 60+ US-based architects and solution specialists focused on value-driven contact center solutions across Avaya's product portfolio, including self-service, interaction routing, and agent performance
- Interfaced across Sales, Support, Product Management, and R&D on emerging contact center solutions
- Empowered the Human Factors practice with their initial and on-going customer consultations and deployments of GoogleCCAI technology integrated with Avaya's Contact Center solution portfolio
- Built Avaya Professional Services' Omnichannel practice to drive customer solution consulting and deployment of attribute-based routing across voice, email, chat, SMS, and social channels throughout the customer journey
- Drove team sprints in building new design processes for enterprise contact centers' evolution to cloud enablement
- Proven experience across verticals, including healthcare, fintech, automotive, hospitality, manufacturing, telecommunications, and government
- Led a team of 20+ Europe-based solution specialists across 12 countries to deliver contact center solutions throughout Europe
- Established Avaya's Speech Engineering practice to consult and deploy speech-enabled contact center solutions
- Interviewed by the Wall Street Journal and authored Avaya white paper, both regarding self-service automation
- Presented trending topics and facilitated expert panel discussions at various user and industry conferences, including SpeechTek and Avaya Engage
Senior User Interface Design Engineer/Manager, Professional Services
Intervoice
04.1998 - 12.2005
- Led a team of 10+ Voice User Interface (VUI) Design Engineers and Developers
- Designed speech-enabled solutions for industries and corporations covering a vast array of target markets
- Hosted and presented Intervoice-sponsored seminars on emerging practices for user interface design
- Provided thought leadership during the early stages of speech recognition technology in the Contact Center industry
Interfaces Manager/Banking Systems Analyst/Account Manager
Kirchman Corporation
02.1993 - 04.1998
- Led the Interfaces team deploying various banking interfaces, including ATM, check processing, and interactive voice response solutions
- Relocated to Kirchman's corporate office in Prague, The Czech Republic to facilitate the design process between Komercni Banka's management and Kirchman's research and development staff, resulting in over 100 enhancements and corrective modifications to Kirchman's Dimension International software
- Designed the user interface and integrations for Kirchman's branch automation solution
- Re-engineered Kirchman's PC-based bank teller software for the international market
- Deployed the PC-based teller applications for banks across the US and while on-site at Komercni Banka in Prague, The Czech Republic, Banco Selfin in Bogota, Colombia, and China Bank in Manila, The Philippines
- Managed the account relationships of 50 Kirchman bank customers ranging in assets sizes between $600 million and $2.5 billion
- Supported and trained over 150 banks throughout the world using Kirchman's Dimension and Dimension International software
Education
Master of Science - Industrial Engineering, certification in Project Engineering
University of Central Florida
Orlando, FLMaster of Business Administration - concentration in Management Information Systems
Louisiana State University
Baton Rouge, LABachelor of Business Administration - Marketing
Stetson University
DeLand, FLSkills
- Strategic Thought Leadership
- Trusted Advisor
- Digital Transformation
- Team Building
- Workforce Management
- Project Management
- Effective Communication
- Goal Setting
- Artificial Intelligence
- Analysis
- Motivation
- User-Centric Design
- Presentation Skills
- International Relations
- Human Factors
- Proactive Problem Solving
- Vendor Relations
- Emerging Technology Research
- Virtual Teaming/Mentoring
- Interpersonal Skills
- Agile Evangelism
- Cloud Enablement
- Offer Development
- Solution Selling
- Client Success
- Customer Journey
- Outcome-Driven Innovation
Certification
- Certified Scrum Master
- Agile Foundations
- Building Agile Teams
- Enterprise Agile Culture
- Agile versus Waterfall Project Management
- Building Agile User Stories
- Successful Course Completion in Microsoft Azure Basics
- Project Engineering Graduate Certification
- Artificial Intelligence and User Interface Design training
Timeline
Senior Principal Architect
Kore.ai
05.2023 - Current
Managing Director, Professional Services
Avaya
12.2005 - 04.2023
Senior User Interface Design Engineer/Manager, Professional Services
Intervoice
04.1998 - 12.2005
Interfaces Manager/Banking Systems Analyst/Account Manager
Kirchman Corporation
02.1993 - 04.1998
Master of Science - Industrial Engineering, certification in Project Engineering
University of Central Florida
Master of Business Administration - concentration in Management Information Systems
Louisiana State University
Bachelor of Business Administration - Marketing
Stetson University
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