Michael McQuaid
Director | Contact Center Solution Consultant | Five9 | Genesys | CX Modernization | IVR & CRM Integration Expert | CCaaS Strategist
- Role
- Director, Cx Modernization at Waterfield Tech
- Location
- Oak Ridge, TN, US
- LinkedIn followers
- 500 followers
About Michael McQuaid
I’m a senior level CX Modernization and Contact Center Technology Consultant with 25+…
Experience
Director, Cx Modernization
Aug 2024 — Present
Leading modernization initiatives across enterprise contact centers.Manage and mentor a team of 8–12 engineers delivering CCaaS solutions.Conduct discovery workshops, define future-state models, and align with long-term goals.Oversee design of routing logic, IVR, queue strategies, and CRM integrations.Advise on system resiliency and business continuity planning.
Education
Aon Business Development Leadership Program
Certificate of Completion
Genesys Designer for Developers 8.5
Genesys Designer for Developers 8.5
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