Jay Newberger
| Global Omni-Channel Technology Leader | Deploying new technologies while enhancing customer capabilities and expectations
- Role
- Director of Customer Success at Rackn
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About Jay Newberger
I implement, analyze and develop contact center technologies to leverage agent efficiencies, improve operations and engineer best in class methodologies. I engage with contact center leaders who develop and deploy best operating practices by integrating disparate environments to create an Omni-Channel platform which allows personnel to boost their capabilities and performance.Communications Infrastructure/Technology Change Leader with experience leading multi-channel teams to create value by improving processes, identifying, and deploying new technologies while enhancing customer capabilities and expectations. Track record of delivering complex change initiatives on time and on budget. Achieve Key Performance Indicators (KPI) and Service Level Agreements (SLA) within organization groups. Leadership style grounded in collaboration, commitment, and communication, making logical solutions relatable to customers. Expertise includes: • Genesys Cloud CX – L1/L2/L3• Avaya ACD/CM/CMS/POM/Experience Portal• Cisco Implementation-Integration UCCX/UCCE• Alvaria UIP/Ensemble Pro/Unison Operations• Twilio FLEX Design Engagement • Operational Process Improvement• Program/Portfolio Division Mgmt.• Internal & External Analyst Reporting• Data Center/Facility Deployment• Workforce Mgmt./Implementation
Experience
Director of Customer Success
Jul 2023 — Present · Round Rock, TX, US
Education
The University of Texas at Austin
Bachelor of Arts (B.A.), Psychology/Sociology
1988 — 1992
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