Scott McIntosh
Penfield
Summary
Seasoned Senior Engagement Manager with background in overseeing and executing strategic business initiatives. Proficient in managing client relationships, facilitating cross-functional team collaboration, and driving project success to achieve key objectives. Known for strong leadership skills and ability to deliver meaningful impact through effective communication, problem-solving abilities, and insightful decision making. Previous roles highlighted by consistent delivery of high-quality results, fostering improved client satisfaction rates.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Engagement Manager
SAASGENIE
08.2025 - 04.2026
- Led enterprise and mid-market CX implementations across Zoom Contact Center, Zoom Phone, Zoom Quality Management, Zoom Virtual Agent, Workforce Management, and AI Expert Assist, along with Rocketlane and Freshworks platforms.
- Managed 10–15 concurrent projects, ensuring alignment of timelines, scope, and stakeholder expectations for successful engagement outcomes.
- Owned end-to-end delivery from discovery through go-live and hypercare, coordinating cross-functional teams including engineering, vendors, and customer stakeholders.
- Delivered AI and workforce optimization capabilities, enhancing customer experience through implementation of virtual agents, agent assist, quality management, and workforce management solutions.
- Designed and deployed contact center solutions including IVR architecture, queue routing strategies, and omnichannel workflows.
- Led integration planning between CX platforms and enterprise systems (Salesforce, Zendesk, ServiceNow, Microsoft Dynamics) using API-based architectures.
- Recovered two at-risk enterprise implementations by stabilizing delivery plans and driving successful go-live outcomes.
- Managed telecommunications migrations including number porting, call flow design, and multi-region routing coordination.
- Facilitated discovery sessions, requirements gathering, UAT, and go-live readiness, securing executive-level stakeholder alignment to drive project success.
Technical Program Lead – Enterprise SaaS
PAYCHECK
02.2025 - 08.2025
- Coordinated engineering and operations teams, ensuring system stability and continuity of service delivery.
- Leveraged automation and monitoring tools to enhance system performance and mitigate operational risks.
- Managed release governance, risk assessment, and structured change control processes to enhance compliance and minimize deployment issues.
Contact Center Specialist – Professional Services
ZOOM
03.2022 - 10.2024
- First Contact Center Specialist within Zoom’s Professional Services Organization responsible for establishing delivery processes for Zoom Contact Center (ZCC) implementations.
- Acted as the primary Professional Services resource supporting 125+ ZCC customer deployments annually during the first year of platform rollout, while establishing implementation processes, delivery workflows, and best practices.
- Achieved and sustained CSAT score of 4.8 through effective service delivery and customer engagement.
- Led discovery workshops defining IVR structures, routing strategies, queue configurations, and agent workflows.
- Coordinated integrations with enterprise platforms including Salesforce, Zendesk, ServiceNow, and Microsoft Dynamics 365.
- Delivered enablement training for PSO sales organization, enhancing understanding of ZCC capabilities and solution positioning.
- Trained EMEA and APAC Professional Services counterparts on delivery methodology and implementation processes.
- Specialized in enterprise and complex deployments, ensuring effective routing and seamless multi-system coordination.
Senior Project Manager / Implementation Architect
MITEL
06.2014 - 02.2022
- Led 75–100 telecommunications and contact center projects annually, delivering unified communications and CX platform implementations across enterprise environments.
- Executed project management and technical implementation, configuring telephony and contact center systems across EMEA regions and multiple time zones.
- Managed full project lifecycle from discovery and planning through configuration, deployment, and post-implementation support.
- Maintained a 4.9 CSAT rating year-over-year, consistently delivering high-quality implementations and strong customer satisfaction.
- Designed and implemented call routing strategies, IVR architectures, and queue configurations to support contact center operations.
- Facilitated discovery workshops documenting business requirements, call flows, agent workflows, and system architecture.
- Managed project schedules, stakeholder communication, and issue resolution to ensure on-time delivery.
- Coordinated procurement and ordering of telecommunications equipment, facilitating timely deployments.
- Led on-site installations with technicians and customer IT teams, ensuring successful infrastructure and system rollouts.
Education
Associate - Network Technology
Bryant & Stratton College
Skills
- Customer engagement strategy
- CX implementation
- Digital transformation initiatives
- Customer relationship management
- Stakeholder alignment
- Change management frameworks
- Project management
- Integration planning
- Workflow design
- Risk assessment
- Data decision-making
- Problem solving
Certification
Certified ScrumMaster (CSM)
Timeline
Senior Engagement Manager
SAASGENIE
08.2025 - 04.2026
Technical Program Lead – Enterprise SaaS
PAYCHECK
02.2025 - 08.2025
Contact Center Specialist – Professional Services
ZOOM
03.2022 - 10.2024
Senior Project Manager / Implementation Architect
MITEL
06.2014 - 02.2022
Associate - Network Technology
Bryant & Stratton College