Ryan Donnelly

Experience

1. Senior Amazon Connect Specialist Solution Architect

   Amazon Web Services (AWS)

   Nov 2020 — Present · Charlotte, NC, US

   Dynamic leader specializing in enterprise communication solutions, cloud transformation, and contact center innovation. With extensive experience in UCaaS and CCaaS platforms utilizing AI, Machine Learning, and advanced analytics, I enable organizations to modernize through API-driven strategies, scalable cloud infrastructures, and microservices, aligning technology roadmaps with business goals. I drive sales cycles and oversee more than $100 million in Contact Center ARR across US Enterprise East. My expertise empowers enterprises to transition from legacy systems to the cloud, optimize costs, and deliver transformative customer experiences while building scalable frameworks for future growth.Design and implement AI-powered contact center solutions, leveraging Machine Learning to streamline workflows and elevate customer interactions. Drove the sales cycle from design to implementation for a large financial institution, delivering speech analytics, theme detection, and real-time adherence tools, achieving a 25% improvement in containment rates.Collaborate with C-suite executives and business leaders to define technology roadmaps and establish robust support organizations, ensuring alignment with long-term strategic goals.As a member of the Analytics SME team at AWS, I help customers deploy advanced contact center dashboards, empowering supervisors with tools to drive team success and strategic decisions while enabling agents with insights to boost productivity and deliver exceptional engagement.Lead high-impact, multi-technology projects and foster strategic partnerships with implementation partners, ensuring alignment with customer objectives and delivering industry-leading solutions. Support procurement and legal teams to navigate RFPs, RFIs, and pricing strategies, ensuring seamless execution of large-scale projects and building customer trust.

Education

• University of Delaware

  Bachelor's degree