Dean Howe

Background

About Dean Howe

A dual citizen of Australia & USA, Product/Program Manager, Systems Analyst and Solutions Architect, specializing in Telecommunications and Contact Centers, managing and implementing products and programs with the goal of supporting and delighting customers. Top skills are understanding requirements, presenting and demonstrating viable solutions and then managing the launch, implementation and migration. I have over 28 years' experience as a solutions architect and program & project manager. Providing support for sales and operational teams to successfully launch and run multi-system, multi-channel contact centers. Expert in Hosted (Cloud) PBX & Contact Center Systems,(TaaS), Pre-routing systems, IVR & speech recognition systems, CTI implementation for CRM systems, UC messaging and video conference systems, along with BPO vendor selection and management. Experience in the United States, Australia, Ireland, Japan, Philippines, India and South Korea. A strong communicator well versed in diverse stakeholder requirements and able to converse over any type of communication or collaboration medium. Extensive experience in design and pre-sales engineering of complex systems including VoIP, SIP, TDM, CEBP and cloud based telephony and contact center solutions. Contact Center product experience includes AVAYA, Liveops, Serenova, NEC, Cisco, ShoreTel, Mitel, Interactive Intelligence, Genesys, RingCentral, Verint and AVST systems. Specialties: Telecommunications Solutions Architecture and Sales Engineering Contact Center (ACD) design and sales support Contact/Call Center Technology business analysis, system and call flow design and management Customer Relationship Management systems (CRM) Workforce Optimization systems (WFM/WFO) Contact Center Vendor and BPO Management for on and offshore contact centers Presentation and Trade Show multi media setup and management Hospitality and Healthcare Telecommunications design Training for Technical, Management and Users Hosted PBX/PABX Systems (TaaS) IVR & speech recognition systems CTI implementation for CRM systems