Bill Fillmore
Technical Program Manager Tools @微软
Signup · Get unlimited contacts
WORK HISTORY
Technical Program Manager Tools @微软
Halifax, NS, CA
Manage business telephony requirements and deployment for the Customer Experience & Support (CE & S) organization for Microsoft\'s IVRs, call routing and global customer facing phone numbers· Expert in translating business owner requirements into design consumable by Engineering· Trusted advisor to Contact Center operations teams with respect to tool telephony needs, with considerations including: risk, compliance, performance, reporting and customer impacts· Projects I have worked on include: o Implementing Microsoft’s first Natural Language based IVR system (2016) and related tuningo Migrating Microsoft’s Global Contact center from legacy IVR and Routing to a Cloud based Genesys system Seats,> 40 Lines of Business) o Migrating existing Web callback telephony system to a new web front end (support.microsoft.com)
EDUCATION
Schulich School of Business - York University
PMP, Project Managment Masters Certificate
Genesys University
Using Genesys Cloud
McGill University
BSc, Computer Science
SKILLS
ABOUT BILL FILLMORE
Cross-team collaborative problem solver with extensive experience in Microsoft’s Global Contact Center. Certified PMP with experience on complex projects with large matrixed virtual teams. Knack for eliminating ambiguity and addressing conflicting requirements to achieve project goals. Able to transition easily between describing high level project goals to business owners and detailed engineering guidance to create a seamless experience for customers. Recently promoted to “Lead” position recognizing my role in coaching members of my team in handling work assignments.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.