Jerold Baker

About Jerold Baker

As a Solutions Architect with over 25 years of experience, I specialize in designing and architecting sophisticated unified communications and contact center solutions that solve complex business challenges. My career has been built on a deep foundation of enterprise voice technologies, including Cisco, Avaya, and Microsoft platforms.Today, I leverage this expertise to build next-generation customer experiences using cloud-native and AI-driven solutions. I am passionate about translating intricate business requirements into robust, scalable, and efficient technical architectures.Core Technologies & Specialties:• Google Contact Center AI (CCAI) & Dialogflow• Cisco Webex Calling & Contact Center Suite• Enterprise UC & Voice Migrations• Technical Leadership & Full Lifecycle Project Management

Experience

1. Senior Solutions Architect

   TTEC Digital

   Jun 2021 — Present

   Architected and designed end-to-end contact center solutions for enterprise clients, integrating Google Contact Center AI (CCAI) to improve IVR containment and customer satisfaction.• Leveraged deep expertise in the Genesys Cloud CX platform to architect complex migration strategies for clients moving from legacy on-premise environments.• Led technical discovery sessions with clients to translate complex business requirements into detailed solution designs and statements of work (SOWs).• Served as the lead technical authority on Cisco Webex Calling and Contact Center migrations for customers moving from on-premise legacy systems (e.g, CUCM, UCCE).• Developed and presented solution prototypes and demos to C-level executives and key stakeholders, ensuring alignment between technical capabilities and business outcomes.

Education

• West Virginia Junior College Morgantown

  Management and Information Processing

  1992 — 1993