Director of Solution Engineering

I own technical pre-sales strategy, enterprise solution architecture, and commercial deal structuring for complex multi-year evaluations valued from $200K to $500K+ in total contract value. I partner with sales teams and executive leadership to align technical feasibility, customer value, and commercial outcomes.

I standardized Functional Design Document methodology, created architectural blueprints for complex data flows and integrations, and led tailored proof-of-concept engagements across CRM, CCaaS, ERP, payment, and enterprise-data environments. I also established discovery-to-delivery handoffs, SOW boundaries, licensing models, ROI models, and technical enablement for channel partners.

I directed 24/7 technical operations, telephony infrastructure, and performance governance for enterprise outbound campaign environments while leading a 20-member operations team.

I re-architected predictive ACD call-routing logic, dialer configurations, and telephony infrastructure to improve throughput and platform availability. I also built capacity forecasting and automated reporting models and ensured compliance with TCPA and FCC requirements.

I delivered technical onboarding, pre-sales architecture consulting, and systems integration services for complex customer deployments.

I led the zero-downtime migration and onboarding of more than 40 enterprise accounts during a corporate acquisition, transferring ticketing workflows, knowledge bases, and telephony logic. I also scoped infrastructure requirements and prepared technical proposals for prospective enterprise clients.

I directed 24/7 technical operations within a SAS 70-certified network operations center and managed a 20-engineer team supporting more than 40 client environments.

I maintained Cisco Unified Call Center infrastructure and coordinated operational support activities to maintain reliable service delivery across enterprise customer environments.

I handled advanced technical escalations involving enterprise server and virtual environments, disk encryption, and databases.

I managed incident workflows and customer support activity using Salesforce, Jira, and Microsoft Dynamics while resolving high-priority technical issues.

I worked in a technical support role providing assistance for customer technology issues and operational support needs.

I developed foundational troubleshooting, customer communication, and technical service skills during this early-career position.

I supported IT systems and operational technology needs as an IT Systems Assistant.

This early role provided foundational experience in systems support, technology operations, and business IT environments.

Bachelor of Science in Computer Information Systems with a minor in Business and Computer Science.