Laura Hughes
Executive Director Solution Architecture @Voicefoundry
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WORK HISTORY
Executive Director Solution Architecture @Voicefoundry
Dallas-Fort Worth, TX, US
Production Drivers:• Call Center o IT Architecting/SolutioningTransitioning Legacy & Support 20 + Client Contact Centers to Cloud-based Amazon Connect Projects Fiscal Managemento Implementation/ On Going Supporto Customer Experience/Agent Performance/Financial Analyticso Operationso IT CentricOmnichannel customer engagement solutionsACD/IVR, WFM, Reporting, CRMNetwork Data/Voice Delivery Methods (MPLS, VPN, VDI, Internet, PSTN, SIP, IP Phone)B2B/B2C Technical Presales Support: RFP/RFI/SOW/MSA Project ManagementQuality• IT Saleso RFP/RFI Responseo Technology Solutions Pricing• Business Operationso Team ManagementTraining/Coachingo Goals Managemento Customer Service Quality Controlo Operations/Key Performance Indicator (KPI) Reportingo Vendor Managemento Operations Analytics/Solution Leveragingo Process Engineering
EDUCATION
University of Texas at Arlington
Bachelors Degree, Psychology
SKILLS
ABOUT LAURA HUGHES
Presenting an 20 years technical solutioning/pre-post sales career supporting IT and Cloud Based Contact Center Consultative Sales/Customer IT Communications Services interests realizing over $700 million dollars in contributed corporate gross operational efficiencies. The vocational architecture is focused on New Business, Contact Center IT centric Application Solutioning, Project Management and Pre-Post Sales Support housed in two towers: IT Communications Engineering and Business Operations.IT Communications Engineering involves technical/non-technical market Business Process Outsourcing (BPO) solutioning focusing on Client Communications and Information Technology/Call Center core IT client requirements. Solutioning elements include: Data Connectivity, Telecom, Customer engagement/Omnichannel Applications, Customer Experience/Call Center Performance Analytics, Workforce Management, and Quality. The Business Operations management side features day-to-day customer-driven Contact Center Operations, Site Lead, and Client Engagement initiatives that include designing, launching, and transforming customer experience programs following company provided —and industry standard— operating procedures.Both IT Communications Engineering and Business Operations core competencies are leverageable across industry verticals.
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