Megan DeWolf
Fort Worth,TX
Summary
Seasoned Implementation Manager and Senior Project Manager with a proven track record in leading high-impact CCaaS and SaaS implementations. Expertise in optimizing contact center operations and integrating complex solutions, including Twilio, Eltropy, and core banking platforms. Demonstrated success in accelerating Time to Value through strategic automation, rigorous testing, and tailored training programs. Distinguished for spearheading critical integrations, driving operational excellence, and delivering exceptional customer outcomes. Adept at navigating complex projects, fostering stakeholder relationships, and maintaining industry-leading practices in security and technology.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Technical Implementation Manager
Eltropy
Fort Worth, TX
06.2024 - Current
- Led complex customer implementations of Eltropy’s Voice+ and AI Voice, integrating with systems like Genesys, NICE, Five9, and Talkdesk.
- Spearheaded the integration of telephony systems with core banking platforms as the SME, ensuring seamless connectivity that enhanced operational efficiency and elevated the customer experience across financial services.
- Became the designated primary Subject Matter Expert for Twilio and all porting operations, overseeing critical number migrations and integrations, and driving strategic solutions that ensured flawless service continuity.
- Accelerated CCaaS deployments by automating processes and creating thorough internal and customer-facing documentation, and training materials.
- Troubleshot implementation issues swiftly, ensuring on-time go-lives and high customer satisfaction.
- Trained customers and teams on financial service use-cases and Eltropy’s AI and integration products through customized demos and content.
- Advocated for customer needs, enhancing user experiences and aligning with security and confidentiality standards.
- Ensured strict adherence to information security protocols while managing sensitive data and attending required security training.
Senior Project Manager
ACLIVITI
Fort Worth, TX
01.2023 - 05.2024
- Defined and documented project scope and deliverables in collaboration with transformation and delivery teams, ensuring clear goals and timelines.
- Specialized in CXOne as a Business Analyst, leading requirements gathering and testing to optimize contact center operations.
- Managed full lifecycle of contact center transformation projects, from vendor evaluation to seamless technology implementation.
- Facilitated communication across all levels, from C-Suite to entry-level, ensuring alignment and transparency.
- Championed client interest, proactively addressing issues and adapting to evolving needs.
- Maintained up-to-date knowledge of CCaaS advancements, leveraging the latest industry developments for client success.
- Managed Delivery Consultants to ensure successful project execution and fostered long-term client relationships.
- Oversaw budgets for project, tracked expenses and timelines and communicated with key stakeholders on milestones.
Project Manager
RingCentral
07.2021 - 01.2023
- Lead projects that contain unified communication and contact center in a SaaS/UCaaS/CCaaS environment
- Develop and maintain accurate and attainable performance, time, and budget estimates
- Develop, maintain, and furthered clientele relationships in order to create more opportunities and additional contracts
- Track project performance to analyze the successful completion of short-term and long-term goals
- Navigate several projects at a time ranging in seat sizes from 10-5,000 while maintaining deadlines, budgets, and client/business relationships
- Maintained customer/project information through the use of Google Drives, Smartsheet, emails, chats, meetings, phone calls, and in-person business travels.
Support Advisor/Team Lead
Apple Inc
06.2017 - 07.2021
- Coached and guided employees of different experience levels to help facilitate teamwork and personal growth
- Verbally guided customers by phone through step-by-step instructions for troubleshooting all Apple technologies and devices
- Utilize knowledge-based skill sets to comprehend the customer’s foundational issue
- Trained new hires and refresher course to reinforce the proper company edict and workmanship to maintain consistency in the business.
Education
Master of Science - Information Technology
University of Phoenix
Tempe, AZ12-2025
Bachelor of Arts - Business Management
University of Phoenix
Phoenix, AZ05-2024
High School Diploma -
Fort Lupton High School
Fort Lupton, CO05-2017
Skills
- UCaaS, CCaaS, SaaS
- Policy and Procedure Development
- Artificial Intelligence Implementation
- Call Flow/Voice Implementation
- Core Banking & Telephony Integrations
- Porting & Number Forwarding
- Relationship Management
- Information Security
- Training and Development
- Automation & Documentation
Certification
- Understanding and Troubleshooting SIP - Udemy
- GuideCX Trailhead Certification
- Data Visualization for Consultants Teams - Excel
- Advanced Presentations for Consultants - Powerpoint
Timeline
Senior Technical Implementation Manager
Eltropy
06.2024 - Current
Senior Project Manager
ACLIVITI
01.2023 - 05.2024
Project Manager
RingCentral
07.2021 - 01.2023
Support Advisor/Team Lead
Apple Inc
06.2017 - 07.2021
Master of Science - Information Technology
University of Phoenix
Bachelor of Arts - Business Management
University of Phoenix
High School Diploma -
Fort Lupton High School