Randy Hicks
Service Delivery Executive | Leading Enterprise Cloud, UC, Network & Security Transformations | Driving Operational Excellence & Customer Value
- Role
- Delivery Manager at Scalecapacity
- Location
- Brownsville, US
- LinkedIn followers
- 500 followers
About Randy Hicks
Thirty years in enterprise IT. Started in service provider networking, moved into…
Experience
Delivery Manager
Nov 2024 — Present · MI, US
Lead the delivery of enterprise-scale Amazon Connect migration and modernization programs for state government agencies, ensuring strategic alignment, operational readiness, and measurable business outcomes.• Directed the successful deployment of two statewide cloud contact center modernization programs, improving citizen engagement, expanding self-service capabilities, and streamlining call handling across multiple divisions.• Oversaw multi-phase Amazon Connect migrations, including integrations with core tax, payment processing, and account management systems, while ensuring compliance with IRS 1075 and FedRAMP Moderate security standards.• Coordinated cross-functional teams of architects, engineers, QA specialists, and project managers to deliver high-quality outcomes on time and within budget for multi-million-dollar Statements of Work.• Applied proven governance structures to manage complex dependencies, stakeholder expectations, and phased delivery timelines, enabling a smooth transition from legacy platforms to Amazon Connect.• Served as the primary escalation point for technical and delivery matters, maintaining strong executive relationships and ensuring transparency throughout the engagement lifecycle.• Directed post-deployment Hypercare and transition to managed services, ensuring operational stability and continuous optimization.Operated remotely from Hawaii while working Pacific business hours, ensuring seamless coordination with customer stakeholders, project teams, and executive leadership across time zones.
Education
University of Phoenix
Bachelors of Science in Information Technology
Skills
- Frame Relay
- Voip
- Data Center
- Bgp
- Wan
- Cisco Call Manager
- Motivational Speaking
- H.323
- Executive Management
- Unified Communications
- Ccna
- Routing
- Routers
- Switches
- Networking
- Team Leadership
- Cisco Ios
- Large Scale Deployments
- Eigrp
- Qos
- Ccnp
- Border Gateway Protocol (Bgp)
- Ospf
- Synergies
- Network Design
- Strategic Leadership
- Ccie
- Cisco Technologies
- Routing Protocols
- Lan-Wan
- Ip
- Network Engineering
- Cisco Certified
- Cisco Certified Internetwork Expert (Ccie) - Voice
- Network Architecture
- Mpls
- Business Strategy
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