Andrew Peppercorn

About Andrew Peppercorn

Senior Director of Contact Center Technology with extensive experience in the telecommunications industry, leading high-performing, technology-focused teams across CRM platforms, contact center solutions, and workforce management systems. My leadership approach is grounded in people development. I am deeply committed to helping individuals grow their careers, expand their capabilities, and see how their contributions connect to broader organizational outcomes. I prioritize building environments centered on empowerment, continuous learning, and shared ownership, where teams are equipped to execute, think critically, and drive change. I have led organizations spanning Production Support, Software Development, Quality Assurance, and Business Analysis, focused on transformative change through practical applications of automation and emerging AI capabilities. My work emphasizes translating complex technical concepts into actionable solutions that improve both operational performance and customer experience. I am particularly passionate about connecting strategy to execution: helping teams understand the “why” behind the work and aligning efforts to meaningful outcomes. As a natural teacher, I invest heavily in coaching, mentoring, and fostering technical and professional growth at all levels. I maintain a strong personal interest in software development and the underlying principles of computer science, mathematics, and logic.

Experience

1. Sr Director, Call Center Technology

   Charter Communications

   Oct 2022 — Present · Charlotte, NC, US

   Responsible for overseeing various aspects of maintaining and optimizing application performance. Lead a team that excels in troubleshooting and rapid triage during incidents, ensuring prompt resolution to minimize downtime and disruptions. Encourage collaboration with development teams to incorporate operational considerations, enhancing ongoing supportability of applications. Emphasizes a \"shift-left\" approach, promote proactive measures to prevent issues before they arise. This includes upskilling the team, fostering automation development as a standard practice, and transforming the support model to be more proactive and preventive. Through transformational leadership, instill a culture of continuous learning and cultivate a sense of ownership among team members, driving long-term success and improvement in application support operations.

Education

• Johnson & Wales University

  Computer Science

  2027

Skills

• Wireless Technologies
• Ivr
• Vendor Management
• Routers
• Voice Over Ip (Voip)
• Troubleshooting
• Business Analysis
• Cross-Functional Team Leadership
• Workforce Management
• Business Impact Analysis
• Call Centers
• Ip
• Product Management
• Business Analytics
• Outsourcing
• Internet Protocol (Ip)
• Customer Satisfaction
• Mpls
• Avaya Products
• Voip
• Network Design
• Cabling
• Telecommunications
• Product Development
• Contact Centers
• Managed Services
• Integration
• System Deployment
• Crm
• Forecasting
• Budgets
• Scrum
• Tcp/Ip
• Cisco Technologies
• Ethernet
• Leadership
• Agile Methodologies
• Avaya Technologies
• Networking
• Customer Experience