Shon Bayne
Oakwood,USA
Summary
Strategic, solution-focused information management professional with over 20 years of experience in leading development, implementation, and optimization of customer experience strategies. Skilled in training methodologies to advance emerging technologies and delivering innovative solutions for complex projects. Expertise in omni-channel IVR/IVA channel orchestration for enterprise Contact Center solutions. Proven track record of presenting solutions to C-Level executives and leading collaborative teams to achieve business goals and sales objectives.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Enterprise Customer Solutions Architect
Avaya
Morristown, NJ
12.2021 - 08.2024
- Developed innovative solutions and dynamic techniques that benefit customer core contact center needs.
- Built dynamic, real-time communication solutions using Programmable SMS, Voice, and Conversations APIs.
- Proficient in RESTful API design, webhook management, and the integration of cloud-based communication services for enterprise settings.
- Played a key role in the development, execution, and integration of innovative technologies with AMs and channel partners to elevate CX automation bots and ROI analytics.
- Leveraged my technical knowledge across multiple UCaaS and CCaaS platforms to enhance sales support performance.
- Proficient in Cisco Webex CC, Microsoft Teams, NICE, Nuance and Ring Central (Avaya ACO) as a Subject Matter Expert
- Demonstrated proficiency in technical project management by designing systems with seamless implementation of various third-party integrations like Calabrio, Verint, 911 Inform, and InContact/Nice solutions.
- Enhanced overall system performance through strategic capacity planning.
- Demonstrated Avaya Experience Platform expertise by showcasing custom-built vertical demo environment as a subject matter expert in contact centers.
- Achieved Google-certification in both CCIA and Dialogflow for effective technical sales implementation.
- Streamlined knowledge sharing process for cutting-edge technologies including AI, GenAI, and Agent Sentiment within the Enterprise Contact Center.
- Provided technical leadership during the design, implementation, testing, and deployment phases of projects.
- Piloted proof of concept initiatives to validate architectural approaches and technologies.
- Designed, implemented, and managed cloud-based architectures using Amazon Web Services.
- Provided expertise in software development lifecycle processes.
- Collaborated with stakeholders to ensure customer requirements were met.
- Developed technical solutions and strategies for a variety of clients.
- Analyzed business needs and crafted appropriate solutions based on best practices.
Pre-Sales Customer Experience Manager
eGain
Sunnyvale, CA
01.2019 - 12.2021
- Implemented successful approaches in showcasing workflows to optimize the company's existing practices
- Provided extensive support as an SME in IVR/IVA and business chat capacities for Cisco Webex Contact Center and Cloud Cherry.
- Integrated Knowledgebase APIs with Twilio Flex, Cisco Finesse, and IMI
- Implemented creative and effective methods to enhance enterprise CCaaS, resulting in high customer satisfaction achieved through true Omni channel interaction flows.
- Implemented streamlined methods to effectively manage and track the customer knowledge base used by Contact Center agents, as well as scripting for virtual agents.
- Created a unified design for integrating the knowledge base lookup functionality with the contact center solution, accommodating both on-premises and cloud deployment options.
- Successfully obtained background clearance from Federal VA during the COVID crisis to facilitate enhanced automated response capabilities at a state level for VA operations.
- Analyzed customer requirements for system design and configuration.
- Provided technical support to customers in the areas of system integration, installation and configuration.
- Identified gaps between existing systems architecture and business objectives; developed strategies to bridge them effectively.
Enterprise Design Manager and Solutions Architect
8x8 INC. -FUZE
San Jose, CA
01.2016 - 01.2019
- Assisted in enhancing sales efforts through the delivery of live demonstrations and solution diagrams
- Streamlined customer's communication systems by transitioning them from Legacy PBX to a robust Cloud Contact Center Solution
- Led the creation and implementation of technical presentations to enhance employee productivity and efficiency.
- Coordinated Technical Readiness and Organizational Readiness, ensuring a smooth long-term deployment
- Created a migration plan to minimize risks in large international deployment.
- Collated long-term pre-sales plan with international product team to sequentially launch products over several months.
- Worked closely with the Regional Sales Manager to accurately forecast pipeline in SFDC through estimation of professional services like NRR and MRR.
- Showcased exceptional sales abilities through high-level presentations in front of C-Level executives, technical champions, and decision-makers during Technical Deep Drives
- Delegated work to staff, setting priorities and goals.
Senior Sales Engineer III - Contact Center Specialist (CCaaS - SME)
8X8 INC.
San Jose, CA
01.2016 - 01.2019
- Exhibited high levels of competence and expertise as a product specialist within the Hosted Contact Center role
- Collaborated with executives to develop strategic sales plans for both regions, resulting in improved market penetration and customer acquisition.
- Achieved higher levels of customer satisfaction and service delivery through the seamless integration of communication technologies and advanced analytics
- Executed direct sales and channel management plans successfully to enhance growth and market penetration in North America.
- Collaborated with the Contact Center to implement creative and solution-oriented approaches, ensuring a consistently high level of customer satisfaction.
- Engaged in discussions with Hosted PBX infrastructures regarding open APIs and their potential for custom integrations with 3rd party UC solutions
- Assisted account managers in conducting product training, sales demos, and webinars to enhance product promotion and marketing.
- Created technical presentations for clients to explain product features, benefits, and pricing.
- Provided technical support for existing customers during the sales process.
- Developed and implemented sales strategies to increase customer base and market share.
Sales Application Engineer
GENESYS
Indianapolis, IN
01.2013 - 01.2016
- Worked collaboratively with other departments to develop impactful applications for exceptional service provision
- Demonstrated expertise in delivering effective technical assistance and problem-solving for customers
- Developed and collaborated new and existing channels, including a portfolio of Contact Center-as-a-Service (CCaaS) applications with Interactive Intelligence within the Southeast Region to maintain high customer satisfaction
- Enhanced operational efficiency through the implementation of systematic voice and screen recording, quality monitoring, E-learning, workforce management, business intelligence, and speech analytics.
- Cultivated connections with channel partners and end-users to deliver tailored solutions in software, hardware, and professional services
- Earned accolades for exemplary performance as a dedicated East Coast Channel Implementation Engineer while serving as a sales application engineer.
- Dedicated on design and sales of multi-sales opportunities to stimulate continuous growth of the company's revenue, requiring fault-tolerant solutions and enterprise solutions.
Sales Engineering, Southeast
Windstream.
Atlanta, GA
01.2009 - 01.2012
- Efficiently coordinated monthly data management efforts, fostering productive relationships with multiple channel partners and master agencies to deliver top-notch service training programs
- Designed and implemented nationwide sales certification and training programs for effective utilization by Zultys.
- Successfully closed other businesses to administer continuous growth of the territory
- Supported company expansion by actively participating in live demonstrations and technical presentations
- Generated impressive results by consistently delivering exceptional performance over a two-year period, leading to significant growth in the Southeast territory
- Decreased time to success by leveraging new channel partners, achieving a 180% increase in quarterly revenue within 4 months.
- Provided technical support for existing customers during the sales process.
- Developed relationships with vendors to maximize discounts and secure preferred pricing agreements.
Sales Engineer, Southeast
TOSHIBA AMERICA
Irvine, CA
06.2002 - 09.2006
- Created sales proposals for new and existing clients based on their individual needs.
- Analyzed customer requirements and identified solutions that best fit their business objectives.
Field Applications Engineer for Directory Assistance (411)
BELLSOUTH
Atlanta, GA
12.1995 - 03.2002
- Provided on-site customer support and training.
- Resolved complex hardware and software issues in the field by troubleshooting electronic systems.
Education
Business Relations and Marketing - Information Systems
Gwinnet Technology College
Lawrenceville, GA01.1994
Skills
- Natural Language Processing (NLP)
- AI-Enhanced IVR/IVA System
- Dialog-flow orchestration
- MEDDICC & Agile Methodologies
- Architectural Mapping
- API design
- Customer Process Improvement
- Technical/Software Integration
- VoIP Solutions, SIP Standard, & Protocols
- Enterprise Growth Expansion Strategies
- Architectural knowledge of data warehouses such as AWS, Microsoft Azure, Google Cloud Platform (GCP)
- Timeline Development
- Compliance knowledge
- Information tracking
- Reporting skills
- Technical Presentations
- Network Architecture
- Requirements Gathering
- Solution Design
- Sales Support
- Stakeholder Communication
Certification
- Verint Speech Analytics, Verint
- Verint Quality Management, Verint
- Verint Triggers Orchestration, Verint
- Avaya Experience Platform Contact Center Platform, Avaya
- Cisco WXCC Certified Admin, Cisco
- Cisco Broadworks Engineer, W4BWADIM
- NICE- Journey -10011 Journey Orchestration and Routing for conversational AI
- NICE InContact - IVR/Call Flow Admin Training, 2018
- InContact - Agent/Supervisor Certification FUZE
- Genesys-Interaction Center Certified Engineer (ICCE) / Sales Specialist (ICCP)
- Contact Center Services - TOPS Certified, AT&T
Affiliations
Love the outdoors. I plan off-grid type of trips with long time friends. I enjoy spending time with my three adult kids when they are home from school and watch my Clemson Tigers as a family!
References
References available upon request.
Timeline
Enterprise Customer Solutions Architect
Avaya
12.2021 - 08.2024
Pre-Sales Customer Experience Manager
eGain
01.2019 - 12.2021
Enterprise Design Manager and Solutions Architect
8x8 INC. -FUZE
01.2016 - 01.2019
Senior Sales Engineer III - Contact Center Specialist (CCaaS - SME)
8X8 INC.
01.2016 - 01.2019
Sales Application Engineer
GENESYS
01.2013 - 01.2016
Sales Engineering, Southeast
Windstream.
01.2009 - 01.2012
Sales Engineer, Southeast
TOSHIBA AMERICA
06.2002 - 09.2006
Field Applications Engineer for Directory Assistance (411)
BELLSOUTH
12.1995 - 03.2002
Business Relations and Marketing - Information Systems
Gwinnet Technology College