Randall Venenga
Solutions Architect Contact Center Applications at GEHA Health
- Role
- Solutions Architect Contact Center Applications at GEHA Health
- Location
- Lees Summit, MO, US
- LinkedIn followers
- 500 followers
About Randall Venenga
I am a master\'s educated technical management professional with extensive experience…
Experience
Solutions Architect Contact Center Applications
May 2020 — Present · Lees Summit, MO, US
Serve as a valued GEHA Digital Solutions Leadership Team member as a solution architect for a healthcare insurance company\'s contact center applications and telephone infrastructure. • Design, implement, and support the Avaya technology platforms and the NICE recording and workforce management systems (WFM).• Research emerging contact center and telephony technologies to recommend solutions to increase cost-effectiveness and infrastructure flexibility.• Identify solutions to meet business requirements and fill functional gaps to clearly define a complete business and technical solution to meet the client\'s needs.• Facilitate in-depth design reviews for both technical and business stakeholders.• Evaluate existing architecture to recommend modifications or improvements and vendor proposals and provide recommendations for the final technical solutions.• Develop internal documentation for contact center and telephony solutions, including existing architecture, proof of concepts, and future-state technology strategies.• Provide wide-ranging architectural consulting expertise, direction, and assistance to analysts and system engineers.• Hold a key role as a technical mentor to develop team subject matter experts (SMEs) to expand business support.• Assign tasks to technical resources and follow up on tasks to ensure adherence to delivery milestones.Notable achievements while in the position have included- Planned the successful migration from on-premises telephony to CCaaS and UCaaS cloud solutions- Deployed Session Border Controllers (SBC) and migrated to a SIP infrastructure, saving annually- Implemented an Intrado E911 enterprise solution in accordance with Kari’s Law and the Ray Baum’s Act- Designed high-availability telephony systems and tested business continuity plans.
Education
DeVry University
Bachelor's Degree
Capella University
Master's Degree
Kirkwood Community College
Certificates
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