Garth Cooper

About Garth Cooper

Dynamic Contact Center Technology & Solutions Leader with over 20 years of experience…

Experience

1. Voice Technology, Strategy & Analytics Manager

   Allstate

   Aug 2025 — Present

   Define, deliver, and manage the full lifecycle of voice technology products within Allstate\'s product portfolio.• Manage strategic product vision, product discovery, roadmaps, and backlog to maximize customer and enterprise value.• Collaborate closely with key stakeholders and partners to ensure successful definition and execution of go-to-market and communication strategies.• Leverage extensive experience in project management, including managing senior management expectations, to drive product initiatives.• Apply high expertise in telephony systems (e.g, Avaya, Amazon Connect, Cisco, Genesys), understanding both end-user perspectives and underlying technical workings.• Utilize comprehensive understanding of call center operations, with emphasis on designing and updating call routing strategies.• Apply knowledge of Work Force Management (WFM) systems, tools, and call routing strategies to optimize operations.• Strategically utilize data querying languages (e.g, SQL, MySQL, R) and reporting tools to understand, analyze, and explain data to various technical levels, enabling strong data-driven decisions.• Maintain familiarity with networking, infrastructure, and other critical components essential for robust call center operations.• Design effective and efficient call routing strategies, leveraging both in-platform and external tools to enhance system capabilities.• Exercise supervisory duties, leading and mentoring team members to achieve product and operational goals.

Skills

• Cti
• Ivr
• Cisco Icm
• Workforce Management
• Call Center
• Quality Assurance
• Telephony
• Change Management
• Strategic Planning
• Program Management
• Telecommunications
• Vendor Management
• Solution Design
• Call Routing
• Icm
• Solution Architecture
• Cisco Technologies
• Call Centers
• Business Process
• Data Center
• Contact Centers
• Project Management
• Outsourcing
• Testing
• Cisco Call Manager
• Integration
• Crm
• Software Documentation
• Process Improvement
• Strategy
• Management
• Unified Communications
• Technical Support
• Voip
• Avaya
• Service Delivery
• Managed Services
• Leadership
• IT Strategy
• Business Process Improvement