Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
References
Timeline
Generic

Robert Haines

Littleton,US

Summary

Experienced technology manager specializing in contact center innovation and transformation. Skilled in optimizing platforms and streamlining workflows in high-volume environments to improve customer satisfaction and operational efficiency. Proven ability to align technology solutions with business goals through cross-functional collaboration and analytics-driven decision-making.

Overview

11
11
years of professional experience

Work History

Vice President of Contact Center Technology

Virtuoso Sourcing Group
Denver, CO
05.2023 - Current
  • Act as the solution owner and trusted advisor throughout platform implementations, upgrades, and feature deployments—leading assessments of existing CCaaS environments, and delivering strategic recommendations for optimization, migration, or redesign.
  • Collaborate with cross-functional teams to align technology solutions with business objectives, driving successful deployments, and long-term platform optimization across customer service operations.
  • Facilitate recurring client meetings with stakeholders ranging from frontline teams to executive leadership, fostering strategic alignment, and strengthening relationships.
  • Provide comprehensive support during testing, go-live, and post-implementation phases to ensure smooth platform launches and rapid issue resolution.

Senior Manager of Customer Advocacy

LiveVox
Denver, CO
08.2021 - 01.2023
  • Manage strategic account onboarding as the primary contact, delivering a frictionless experience that sets the foundation for long-term customer success.
  • Spearheaded cross-team initiatives to enhance communication approaches, achieving measurable gains in client responsiveness and issue turnaround time.
  • Streamlined incident response and communication protocols, accelerating issue resolution, and consistently delivering near-perfect SLA performance (99.99%) for high-availability services.
  • Manage client communications during system disruptions, delivering prompt resolutions, and maintaining high satisfaction levels.

Senior Manager of Technical Account Management

LiveVox
Denver, CO
06.2015 - 08.2021
  • Lead a 25-member Technical Account Management team, driving operational efficiency and client satisfaction by aligning technical solutions with customer objectives, promoting best practices, and cultivating trusted advisor relationships.
  • Conducted performance reviews and delivered constructive feedback to direct reports to support their professional growth and career development.
  • Provided executive leadership with regular updates on client performance metrics, technical challenges, and strategic account opportunities to drive customer success, and inform business decisions.
  • Optimized account management workflows, accelerating issue resolution, and ensuring consistent service excellence across 120 high-value enterprise customer accounts.

Manager of Technical Account Management Technology

LiveVox
Denver, CO
01.2014 - 06.2015
  • Led a focused team of Technical Account Managers to cultivate and sustain strong, strategic relationships with assigned accounts, ensuring long-term customer engagement and value delivery.
  • Facilitate regular reviews of open issues, gain a deep understanding of clients’ contact center operations and business goals, align LiveVox solutions with their needs, share best practices, identify growth opportunities, and establish the team as trusted partners and advisors.
  • Coordinated closely with product teams to tailor service offerings that meet client needs, driving improved customer satisfaction.
  • Created a proactive engagement strategy that improved client communication efficiency, resulting in faster issue resolution, and higher satisfaction.
  • Orchestrated cross-functional workshops to improve team synergy, driving faster project delivery, and enhanced performance.

Education

Some College (No Degree) - Computer Information Systems

Metropolitan State University of Denver
Denver, CO

Skills

  • CCaaS implementation
  • Platform optimization
  • Technical account management
  • Communication skills
  • Technical problem solving
  • Project management
  • Strategic planning
  • Client relationship management

Accomplishments

  • Achievers Club

References

References available upon request.

Timeline

Vice President of Contact Center Technology

Virtuoso Sourcing Group
05.2023 - Current

Senior Manager of Customer Advocacy

LiveVox
08.2021 - 01.2023

Senior Manager of Technical Account Management

LiveVox
06.2015 - 08.2021

Manager of Technical Account Management Technology

LiveVox
01.2014 - 06.2015

Some College (No Degree) - Computer Information Systems

Metropolitan State University of Denver

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