Daniel Acosta

About Daniel Acosta

With over 15 years of experience managing and optimizing call center operations across…

Experience

1. Solutions Engineer

   Calabrio

   Nov 2022 — Present

   As a Solutions Engineer at Calabrio, I support enterprise and government clients across North America, Latin America, and the Caribbean, playing a critical role in aligning our Workforce Optimization and Analytics solutions with customer needs and business outcomes.Supporting Account Executives — including coverage for the FED/SLED sector and full regional support across Central and South America — I act as the bridge between technical capabilities and client strategy.Key Responsibilities & Impact:• Collaborate closely with sales, marketing, and product teams to deeply understand client challenges and tailor solutions that drive efficiency, compliance, and better service experiences for both internal and external customers.• Deliver high-impact, tailored product demonstrations and technical presentations that connect business value to capabilities across Calabrio\'s full suite (WFM, QM, Analytics).• Serve as a trusted advisor by guiding clients through the solution design process — recommending optimal configurations, integrations, and success-enabling resources.• Craft and present ROI-driven proposals and solution architectures that align with the client’s strategic objectives, often accompanied by comprehensive Scope of Work documentation.• Lead the creation of detailed Scope of Work (SOW) documents, ensuring technical accuracy, alignment with client goals, and clarity on deliverables, timelines, and responsibilities.• Respond to complex technical inquiries and objections, ensuring stakeholders are confident in the solution and its long-term value.• Build and maintain strong relationships with prospects and customers throughout the pre-sales cycle, ensuring a smooth transition into post-sale success.• Continuously stay current on industry trends, customer challenges, and Calabrio’s evolving technology stack to provide proactive insights to both the internal team and customers.

Education

• Key College

  Associate of Arts - AA

  2000

Skills

• Customer Service
• Training
• Customer Satisfaction
• Nursing
• Staff Supervision
• Healthcare Management
• Team Management
• Emr
• Ucce Scripting
• Crystal Reports
• Calabrio
• Ucce
• Metrics & Analytics
• Workforce Planning
• Supervision
• Managed Care
• Hospitals
• Healthcare
• Call Centers
• Personnel Supervision
• Team Leadership
• Cisco Call Manager
• Business Analysis
• Cisco Technologies
• Leadership
• Workforce Management
• Medicare
• Telecommunications
• Software Documentation
• Scheduling
• Call Center Administration
• Microsoft Office
• Process Improvement
• Staff Training
• Customer Experience
• Project Management
• Management
• Team Building
• Data Analysis
• Contact Centers