Jane Thalen
Principal AI Conversational Experience Designer - 25+ years in IVR! ex-Microsoft, ex-Nuance, ex-Nortel
- Role
- Senior Delivery Solutions Architect at Nice Cognigy
- Location
- Middlebury, VT, US
- LinkedIn followers
- 500 followers
About Jane Thalen
Results‑driven people leader with deep expertise in Contact Center Voice Strategy, AI‑enabled Customer Experience (CX), and operations transformation. Proven track record modernizing complex contact center environments through simplification, standardization, and scalable operating models.I lead enterprise voice and CX transformation initiatives from business case and roadmap definition through delivery and adoption, leveraging AI, advanced analytics, and automation to improve customer experience, efficiency, and business outcomes. My experience includes conversational AI, intelligent routing, automation, and insights generation to reduce operational complexity and increase value.A core focus of my leadership is defining standards, governance, and repeatable processes that enable teams to execute consistently at scale. As a people manager, I build and develop high‑performing teams through coaching, training, and enablement—ensuring sustainable change across operations, IT, and business partners.Recognized as a big‑picture, integrity‑driven leader, I partner with executives and cross‑functional teams to deliver complex initiatives on time, on budget, and with high quality.Expertise:Contact Center Voice Strategy • AI‑Enabled CX • Conversational AIProcess Simplification & Standardization • People LeadershipVoice Transformation • Analytics • Training & EnablementProgram & Change Management • Business Case & ROI Development
Experience
Senior Delivery Solutions Architect
Apr 2026 — Present
Education
Syracuse University
B.S., Computer Science
1995 — 1999
Stony Brook University
M.B.A., HR
2006 — 2008
Skills
- Sql
- Visio
- Linux
- Call Center
- Jboss
- Javascript
- Cmmi
- Software Development
- Scrum
- Servlets
- Testing
- Soa
- Sdlc
- Integration
- Xml
- Java
- Ss7
- Cti
- J2ee
- Requirements Analysis
- Ivr
- Troubleshooting
- Cloud Computing
- Process Development
- Agile
- Unix
- Deployment
- Architecture
- Jsp
- Telecommunications
- Perl
- Pre-Sales
- Shell Scripting
- Windows
- Software Project Management
- System Deployment
- Eclipse
- Sip
- Tomcat
- Voip
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