Charles R.

About Charles R.

I am a Gen-AI Intelligent Virtual Agent expert, business solutions architect, and audio engineering expert. I create business requirements, rulesets, and taskflows for IVA and Gen-AI driven Voice platforms and solutions through a multi-vertical lens of experience. I translate business needs of internal clients into technical solutions on our Google DialogFlow, CES2.0, Intelligent Virtual Agent, and CCAI platforms. As platform SME, I provide optimization design, integrate APIs and backend systems of insight, analyze metrics, and iterate improvements. I define requirements and technical specs for updates to the Google platform and provide solutions to our AI development and CX teams for complex use cases. My personal successes on this team include:An improved No Match and No Input handling which resulted in annual cost savings of $12M (2024). A Unified call screener system which resulted in annual cost savings of $7.5M (2025). For 27 years I worked for AT & T as an IVR design team leader, audio engineer and call center rep. I supported their hosted enterprise and internal IVRs. I built the industry\'s 1st. production speech digitization processes and recording studio dedicated to IVR, saving $400k annually as a key component of a $30M/year business. I freelance independent audio projects in worship, academia, and entertainment. As Manager of A/V Ministry for East Stroudsburg United Methodist Church, I provided ministry of Sunday services and special events. I designed and installed a multi-room $20k A/V upgrade in 2019, adding live streaming video to the ministry.My strengths include leading Voice Bot, Intelligent Virtual Agent, and IVR interactive design and audio production teams, voice channel systems engineering, business requirements, NLU speech recognition corpus analysis, stage and studio audio engineering, and customer service.I seek connections and roles which areExecutive Directors / Producers of- User Experience Design, Voice Bot, IVR, Intelligent Virtual Agent, and AI - Voice Channel teams and Customer Service channels- Audio Engineering, sound recording, live venuesSkills-Leading teams, Project Owner, Product Owner, Platform Subject Matter Expert.(JIRA, Agile, Visio, G-Suite)- IVR VUI NLU Voice Bot and voice channel (Avaya, Cisco, Conversant, NICE)- Google CCAI, DialogFlow, Gemini, CES 2.0, IVA, Gen-AI, LLM, Generators, Playbooks-Designer, analyst, adviser, coach, manager, administrator- sound and A/V equipment (Shure, Allen & Heath, ProPresenter, Adobe, SoundForge, Audacity ) c••••••••@gmail.com

Experience

1. Engr Iii Spec - Systems Analysis

   Verizon

   Feb 2019 — Present · Basking Ridge, NJ, US

   Part of the Verizon Consumer Group. Works with key leaders, stakeholders, field partners, IT architects and business partners. Focuses around architecting speech enabled Voice User Interface (VUI) Conversational AI, and Intelligent Virtual Agent voice channel designs in partnership with Google, omni channel business groups, internal IT teams, and business analysts to deliver projects supporting customer service needs within Verizon Consumer Group.Key contributor to a multi-team call containment initiative, resulting in an annual cost saving of $974M (2024). My personal successes on this team include:An improved no match and no input handling. Resulted in annual cost savings of $12M (2025). A unified call screener system which provides an enhanced, unified, and less frictionless customer experience by creating a single voice application that can support a single, branded toll-free number. Resulted in a cost savings of $7.5M (2025). Iconic voice CCAI head intent detection improvements. Resulted in 2.7M calls identified for Sales/Upgrades (2023). Contributed to $6.8M revenue.Product Owner for multiple ACTs using Agile and JIRA. Includes platform migrations and experience optimizations. Lead on a collaborative best practices approach to building AI interactions in Google\'s Next Gen Agentic platforms. Partner with project owners and technical leads to gather data to create detailed requirements and business requirements communication.Lead engagement with business stakeholders to frame problems, prioritize and scope design efforts, and respond with design feedback with the ultimate goal of delivering a superior user experience via our key Voice platforms. Partner with transformation and business partners on analysis of performance and Business case creation to identify upgrades and changes to voice experiences.Exclusively use and champion Agile processes to deliver best in class experiences for all customers.

Education

• William Paterson University of New Jersey

  BA Communications, Radio, Film, TV, Music

  1986 — 1990