Alex Baker
Contact Centre Architect - Amazon Connect @Pearson
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WORK HISTORY
Contact Centre Architect - Amazon Connect @Pearson
EDUCATION
Stowupland High School
GCSE, 9 subjects; including English and Mathematics
Stowupland High School
GCSE 'A' Levels, Mathematics, Physics & Business Studies
Academy of Contemporary Music
HND, Contemporary Music
Anglia Ruskin University (Norwich Campus)
BA (Hons), Marketing
SKILLS
ABOUT ALEX BAKER
A highly experienced IT Consultant with over 15+ years’ experience covering a broad spectrum of systems, services and technologies. In particular, providing technical consultancy, solution architecture and configuration on AWS and Contact Centre/CCaaS. Recent engagements have been Cloud focused, utilising AWS serverless architecture within the Contact Centre arena. Has expertise from supporting systems to managing projects within all functional levels of IT to effectively deliver business goals across business units, disciplines and functions.A wealth of experience working on large, high profile projects, deploying complex solutions to large enterprise customers and smaller SMEs.An excellent communicator with emphasis on building strong relationships, therefore providing effective consultancy services. Also, a quick learner who rapidly adapts to emerging technologies. Has a structured, pragmatic approach with exceptional problem-solving skills.BA (Hons) Marketing Graduate. Key Skills-Amazon Web Services – Certified Solutions Architect – Associate-Amazon Connect – Cloud Contact Centre-Serverless architecture-CCaaS-Cisco UCCE, and related peripherals-Cisco ICM/UCCE scripting-Verint call recording and QM-Calabrio QM and WFM-Experience of large-scale contact centre and IP Telephony deployments-Requirements capture, analysis, pre/post-sales consultancy-Strong customer relationships -Technical documentation Work Experience Summary-15+ years’ experience in IT/Telecoms-Involvement in some of the UK’s largest IP Telephony and Contact Centre rollouts-Very strong in a customer facing consultancy/technical role-Broad technical knowledge of the components which make up an enterprise contact centre solution-AWS Solutions Architect, focused around using serverless architectures to innovate within the contact centre.
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