Pamela Green
Petaluma,CA
Summary
Seasoned program and project management professional with over 25 years of experience in leading high-profile telecommunication projects, including Unified Communications (UC) and Call Center (CC) solutions. Proven expertise in delivering large-scale federal government contracts, consolidating multi-site environments, and ensuring seamless project execution. Exceptional skills in stakeholder engagement, cross-functional team leadership, and driving operational excellence. PMP-certified and highly adept at managing on-time, on-budget project delivery while achieving superior customer satisfaction metrics.
Overview
13
13
years of professional experience
Work History
Principal Engineer
Verizon Communications, Inc.
09.2023 - Current
- Directed and validated end-to-end systems testing and implementations, ensuring 100% compliance with technical requirements prior to production deployment
- Partnered with third-party vendors to define and execute roadmaps for system enhancements, feature rollouts, and federal program upgrades
- Designed and optimized high-availability (HA) UC/CC environments, achieving 99.9% uptime across critical operations, including for over 6,000 distributed users and agents
- Collaborated with internal stakeholders, including sales, provisioning, and engineering, to maintain alignment with program objectives
- Created comprehensive technical documentation, facilitating seamless knowledge transfer and operational sustainment
- Managed vendor relationships to ensure timely deliverables and alignment with contractual obligations
- Key Achievements:
- Spearheaded multi-site telecommunication consolidations, including environments supporting up to 268 remote offices
- Delivered federal project deployments on-time and within budget, meeting key performance indicators (KPIs) such as NPS and OSAT metrics
Supervisor
Vox Network Solutions, Inc.
05.2022 - 08.2023
- Supervised and mentored a team of six engineers, driving professional growth and fostering a high-performance culture
- Implemented process improvements that enhanced operational efficiencies, reducing project delivery times by 25%
- Conducted performance reviews, offering actionable feedback to align team goals with organizational priorities
- Key Achievements:
- Achieved 100% project success rates through rigorous planning and team collaboration
Professional Services Senior Lead Engineer
Vox Network Solutions, Inc.
07.2011 - 05.2022
- Managed architectural designs and system integrations for large-scale UC/CC projects, ensuring technical alignment with strategic goals
- Delivered advanced telephony features such as SIP-based Remote Worker capabilities and E164 Dial Plans, exceeding client expectations
- Directed deployments of virtualized and physical servers, maintaining interoperability and achieving a 98% success rate in system integrations
- Conducted comprehensive discovery sessions with stakeholders to align telephony solutions with business objectives, maintaining a 90%+ stakeholder satisfaction rate
- Led failover strategy designs and executed rigorous testing, achieving 99.9% reliability for mission-critical systems
- Key Achievements:
- Reduced certificate deployment errors by 30% through process automation and meticulous oversight
- Contributed to organizational innovation as a member of the Vox Engineering Council
Skills
- Project Management
- Federal Government Contract Management
- Unified Communications
- Call Center Solutions
- Stakeholder Relationship Management
- Budget Management
- Resource Allocation
- Strategic Planning
- Continuous Process Improvement
- VMware
- SIP Technologies
- Certificate Management
- Strong Oral Communication
- Strong Written Communication
- Presentation Development
- Team Leadership
- Mentoring
- Metrics Achievement
- NPS
- OSAT
- On-Time Delivery
Accomplishments
- Led consolidation of seven contact centers into a centralized high-performance environment, achieving operational efficiencies and measurable cost savings.
- Delivered telecommunication projects supporting over 168 remote offices, consistently maintaining a 99.9% uptime for mission-critical systems.
- Successfully managed multi-million-dollar federal contracts, meeting all program objectives and KPIs, including NPS, OSAT, and on-time project delivery.
Awards
- Verizon Spotlight Award, For exceeding expectations in core values and project performance, 03/01/24
- Verizon Spotlight Award, For exceeding expectations in core values and project performance, 10/01/24
Clearance
Public Trust Government Clearance (Eligible)
Educationandcertifications
- PMP Certified
- Avaya ACIS/ACSS: Aura Call Center Elite & Core Components
- SSCA: SIP Training
- CompTIA Network+ and Security+ (Expected: 12/01/24)
- ITIL Certification (in progress)
Timeline
Principal Engineer
Verizon Communications, Inc.
09.2023 - Current
Supervisor
Vox Network Solutions, Inc.
05.2022 - 08.2023
Professional Services Senior Lead Engineer
Vox Network Solutions, Inc.
07.2011 - 05.2022
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