Megan DeWolf

- Supported strategic post-sale deployments as trusted technical consultant, translating business objectives and technical requirements into practical implementation plans.

- Gathered and documented requirements across functional needs, user stories, workflows, integrations, and project priorities.

- Assisted with solution design and prototype development within Talkdesk, aligning platform capabilities with customer use cases and operational goals.

- Created visual maps of customer and end-client journeys, facilitating stakeholder alignment on future-state workflows and solution design.

- Developed configurations for custom objects, workflows, validation rules, approval processes, triggers, and email alerts within Talkdesk and connected CRM environments to enhance system functionality.

- Coordinated implementation planning and delivery activities, managing scope, timelines, dependencies, risks, and change across Talkdesk and customer teams.

- Built relationships with customer executives, leadership, and technical stakeholders while removing roadblocks and keeping delivery aligned.

- Partnered with product support and internal technical teams on feature requests, defects, support needs, and customer-specific requirements.

- Assisted with sales-cycle activities by documenting customer requirements, outlining delivery approaches, and providing technical considerations for SOW or proposal inputs.

- Led end-to-end implementation of AI-powered and Agentic AI contact center solutions across complex financial services and healthcare customer environments, translating business workflows into intelligent automation and production-ready solutions.

- Partnered with Account Executives during customer engagements to uncover business needs, conduct technical discovery, shape solution approaches, demonstrate capabilities, and translate requirements into executable implementation plans.

- Designed and demonstrated AI and Agentic AI proof-of-concept solutions, validating conversational automation, intelligent routing, workflow orchestration, and next-generation customer experiences before production implementation.

- Applied Agentic AI to customer service workflows, enabling AI-driven experiences to interpret intent, determine appropriate actions, automate interactions, and support more complex end-to-end customer journeys.

- Designed intelligent routing strategies using intent, skills, interaction history, sentiment, and contextual information to direct interactions and automate customer journeys.

- Built and configured voice bots, chat bots, predictive analytics, conversational AI, and AI-driven routing, integrating these capabilities into broader CCaaS environments.

- Designed IVR and conversational experiences for healthcare and financial-services use cases, incorporating workflow requirements, escalation paths, authentication considerations, and appropriate human-agent handoffs.

- Collaborated with customer stakeholders across IT, security, operations, clinical/business teams, and executive leadership to translate industry-specific requirements into tailored technical solutions.

- Facilitated discovery and requirements workshops, transforming customer challenges into actionable technical architectures, AI workflows, integrations, and implementation plans.

- Translated AI capabilities and performance data into business-value narratives, demonstrations, recommendations, and training for technical and non-technical stakeholders.

- Conducted post-demo reviews to identify and prioritize opportunities for expanding AI automation, Agentic AI, intelligent routing, and customer engagement within contact center operations.

- Supported full lifecycle contact center transformation, including vendor evaluation, requirement gathering, solution design, WFM, CXone setup, testing, implementation, and cutover.

- Connected customer leaders, business teams, technical teams, vendors, and delivery teams, turning operational goals into clear requirements and workable solutions.

- Provided CXone business analysis support through discovery sessions, requirements documentation, workflow review, and testing.

- Managed project plans, budgets, milestones, risks, and executive status updates across integrated workstreams.

- Delivered contact center transformation across vendor evaluation, requirements, solution design, WFM, CXone configuration, testing, implementation, and cutover.

- Aligned customer business leaders, technical teams, vendors, and delivery teams to transform operational goals into actionable requirements and solutions.

- Coordinated CXone analysis through discovery sessions, requirements documentation, workflow review, and testing to ensure project alignment.

- Developed integrated project plans, managed budgets, tracked milestones, assessed risks, and communicated with executives to drive project success.

- Built the foundation of a customer-facing technical career through consultative troubleshooting, technical problem solving, and customer experience across Apple’s technology ecosystem.

- Diagnosed complex hardware, software, and connectivity issues, translating technical problems into clear solutions for customers with varying levels of technical expertise.

Led a team as a technical resource, supporting peers with escalated issues and reinforcing structured troubleshooting and customer communication practices.

- Trained and coached new hires through technical onboarding, refresher training, and ongoing development.

- Developed the ability to quickly understand a customer’s problem, isolate the underlying issue, explain the solution, and build confidence in the recommended path forward.

- Designed, configured, and supported large-scale global CCaaS and VoIP environments, including call flows, routing, telephony configuration, and complex troubleshooting.

- Led enterprise implementation activities, reducing deployment time by 20%.

- Resolved complex technical escalations, reducing case resolution time by 30%.

- Partnered with customers and internal teams to isolate root causes, evaluate technical options, and implement practical production resolutions.

- Mentored junior engineers on call-flow design, troubleshooting, and contact center best practices, improving team efficiency by 25%.