Stephen Erwin
Contact Center Technology Leader
- Role
- Senior Delivery Lead Product Manager Contact Center at Accenture
- Location
- Philadelphia, PA, US
- LinkedIn followers
- 500 followers
About Stephen Erwin
With over 20 years’ experience in the contact center technology sector, I specialize in…
Experience
Senior Delivery Lead Product Manager Contact Center
Mar 2022 — Present
Responsible for designing and implementing intricate contact center solutions that prioritizes clients\' financial goals, optimizes the customer journey, and integrates cutting-edge technologies such as automation and AI.o Lead a team of 15 onshore and offshore skilled solution architects, engineers and analysts that drive technical strategy, and collaborate with clients, partners, and internal teams to design cutting-edge solutions in the Amazon & Salesforce CRM cloud contact center and CX innovation space.o Oversaw successful transition to Amazon Connect CCaaS platform that encompassed intelligent Conversational IVR, scheduled callbacks, CRM integration, caller authentication and self-service chatbots. o Spearheaded the transition of a cross-functional development team from a Waterfall to Agile methodology, improving delivery speed, transparency, and team collaboration.o Designed and implemented Agile frameworks (Scrum/Kanban) tailored to team needs, including sprint planning, retrospectives, daily standups, and backlog grooming.o Provide strategic direction and technical oversight for client engagements, ensuring alignment with business goals and industry best practices.o Collaborate with senior-level client executives to uncover business and technical needs, translating them into tailored, outcome-driven solutions.
Education
Seton Hall University
Bachelors
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