Paul Cunningham

Background

About Paul Cunningham

Paul Cunningham is a seasoned leader, possessing 30 years of experience in the telecommunications industry. He currently leverages that vast experience to lead the Omni Channel Platforms and Tech Build Team in support of the Verizon Consumer Group. As a technology leader, Paul's knowledge and responsibility include Voice Response Units (VRUs), Automatic Call Distributors (ACDs), Natural Language Understanding/Processing, Artificial Intelligence, Machine Learning, a variety of different desktop solutions employed in contact centers and retail stores, as well as graphic user interface design. Paul is partnered with and shares market place knowledge with the top external companies in their fields. Prior to this position, Paul was the Executive Director of Verizon Wireline’s Workforce Planning and Analysis Organization for Verizon Consumer Markets, as well as portions of Verizon Business Markets. In that capacity, Paul was part of a senior leadership team that managed the call center operating budget. He had direct leadership over his organizational operating budget, and routinely managed project and technology portfolios that summed to multi-million dollar investments. Paul is well versed in call center operations, various call routing technologies, labor negotiations and management, external contract management, government regulation in Telecom, and the formal principles and mathematics associated with professional workforce planning. Paul started his career as a customer-facing Representative in a Consumer Sales Center before he then became a Supervisor and a Call Center Manager. In the call center, Paul was able to hone his professional sales skills and achieve success as the top sales supervisor in the state of Florida. Ultimately Paul moved into Operations, where he was able to experience and facilitate multiple first, second, and executive level positions. Paul has led various teams responsible for call center operations, product deployment, systems and technology deployment, and employee training.