Steve Brady Customer Contact Centre Architect

Profile

A senior-management level professional with over 20 years’ experience in the call centre and CRM

industries.

Solid background spanning the full lifecycle of complex Multi-Channel Contact Centres and CRM

solutions from business case development, issuing/submitting RFPs/ITTs, business analysis,

requirements specification, technical design, training, delivery and support.

Key Strengths

To summarise my value to a client: I bring technical and industry breadth coupled with deep first-

hand technical experience of the leading contact centre systems. I am able to quickly understand key

business drivers and define technical and process-driven solutions that I can then articulate to either a

business audience, technical personnel or contact centre agents and team leaders. I am presentable,

well-spoken, highly professional at all times, and always act in my client’s best interests.

I can provide references from previous employers, colleagues and clients upon request.

Additional strengths:

• Experienced in man management with remote/global and multi-cultural team members and

direct reports.

• Confident and experienced in Board-level presentations, business cases and CxO-level

relationships.

• Excellent communicator, both written and verbal (Certified Technical Author), with a reputation

for both technical and presentational detail.

• 17 years’ experience of Genesys – created the Genesys Certification Programme. In-depth,

hands-on experience of all versions and product suites, current to version 8.1, including

eServices, IWS, SIP, Reporting, Outbound and WFM.

• Hands-on approach, experienced in design and implementation of leading contact centre

systems including Nortel/Avaya, NICE, Verint, Altitude uCI v8 – varying degrees of depth.

• Strong track record for creating and delivering classroom and on-line training courses ranging

from user guides for agents/supervisors to deep technical knowledge transfer training for

contact centre / support teams.

Previous Clients

Abbey/Santander, Alcatel-Lucent, Allergan Pharmaceuticals, Bank of Ireland, Barclaycard, Barclays,

Betfair, British Airways, BT (Retail and Global), BUPA, COLT, CSA, Deutsche Bank, DWP, Everything

Everywhere, Finansbank, Friends Life, HMRC, Ladbrokes, nPower, Orange, Prudential, RBS,

Reuters, SARS (South African Revenue Service), Scottish Power, Standard Bank (South Africa), T-

Mobile, Yell.

Key Roles

(Not an exhaustive list of my clients or contracts).

Everything Everywhere (Jul 2011 – Aug 2013)

I have just finished (August 2013) two years as Solution Architect for the new Strategic Contact

Platform for Everything Everywhere. The Platform replaces the legacy T-Mobile and Orange estates

and the project needed to run in parallel with a global outsourcing agreement to T-Systems as well as

facing aggressive timescales in order for the contact centres to support the rollout of 4G. Key

technical and business challenges included the seamless migration of two separate and highly

customised CRM systems into a single EE-brand system. The underlying call routing, email handling,

agent desktop, call recording and management systems also all needed to be either combined,

upgraded or replaced. My role was as technical solution owner but also the project interface to the

business, leading requirements workshops and ensuring the solution met over 3,000 requirements

from all areas of the customer service operations.

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Steve Brady Customer Contact Centre Architect

Allergan Pharmaceuticals (May 2012 – May 2013)

Following a contact centre deployment by a third party that the business saw as a failure, I was invited

to perform a review of the technology and the business processes and was asked for short and

medium term recommendations. I facilitated requirements workshops, reviewed the infrastructure and

documented the customer handling processes. I identified the key failings, such as lack of Change

Management and vague requirements, and defined a Remediation Plan which set out the technical

and process changes needed. The Business accepted the plan, the solution was improved and all

Stakeholders signed off on the final acceptance. The client is now deploying the revised solution and

amended processes across EMEA.

During this role, I gained the client’s trust for my honest approach, coupled with practical advice for

remedial actions or changes. I was asked to provide guidance to the EMEA IT Director and the

Business Relationship Manager on various technical and business matters where they did not have

the internal skills. This included planning a VoIP deployment across EMEA, as well as strategic and

best practice advice on the localisation or centralisation of their customer services, given that I knew

their contact centre systems and processes as well as many of their IT team. I also provided input to

an RFP for hosted contact centre solution providers for deployment across EMEA.

Barclays (2007)

Sub-contracted into Barclays to review the design and testing for a new highly customised CRM

solution and agent desktop application (based on Graham Technologies’ GT-X software). The

development team was an Accenture/Barclays hybrid but neither company had the experience of

integrating GT-X with the latest Nortel telephony, call recording or workforce management systems.

I was retained as Technical Authority for Barclays during development and owner of the test

environment. I designed and implemented Change Control processes and checks to ensure quality of

deliverables and ability to meet the project’s tight timescales.

South Africa (2006)

Hired to lead the design and implementation/testing for multi-site customer contact centre

Genesys/Avaya solution for Standard Bank in South Africa. Local systems integrators did not have the

skills or experience of such a large solution and I had just delivered a similar solution. While in South

Africa I was asked to assist SARS (South African Revenue Service) who were experiencing

performance issues with their SAP CRM system. I defined a structured approach to testing that

highlighted the core problem.

BT Retail (2003/2004)

Sub-contracted into BT Retail as Contact Delivery Programme Lead. Defined BT’s Future State

Architecture for their multi-site customer-facing operations, across more than 14,000 agents.

Produced a 3-5 year roadmap to achieve this state. Led a team of 30 BT designers and developers in

a 4-month Strategic Contact Routing programme to design the architecture. This was, at the time, the

largest deployment of Siebel or Genesys in the UK.

Finansbank (2002)

Based in Turkey but with their core customer-facing operations in Amsterdam and Frankfurt,

Finansbank wished to deploy a multi-site implementation of Siebel whilst upgrading their Nortel

telephony systems and introducing self-service functionality through a new touch-tone IVR (interactive

voice response) system. They were evaluating Accenture, PWC and IBM but none of these

companies had the ability to tell the customer about the integration challenges and change

management issues of such a complex, customer-facing system because they had not done this

before (with these products). Whilst the products themselves were well established, I guided the client

through the requirements phase, running business workshops, then moved into a Solution Architect

role to oversee the design, implementation, testing and deployment phases.

Reuters (2000/2001)

Hired by Reuters’ Global Customer Services Director to gather business requirements, prepare an

RFP and evaluate vendor solutions for a multi-site 24x7 customer service system. A global

deployment of Siebel 7 needed to integrate with a variety of telephony hardware, computer telephony

software and agent applications to ensure that Reuters’ customers experienced a consistent level of

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Steve Brady Customer Contact Centre Architect

service regardless of where or when they contacted Reuters. Following the vendor selection I was

retained as Solution Architect and acted as technical advisor to Reuters throughout the development,

pilot and deployment phases.

Management Experience

Practice Lead, Contact Centre Solutions, T-Systems.

Founder and Technical Director, Black Chair (Genesys, Siebel & SAP Professional Services).

Director, Contact Centre Solutions Group, European Technology Consultants.

Contact Centre Practice Manager, Extraprise Europe.

Technical Lead Roles

Design authority for customer contact centre solutions (T-Systems).

Solution Architect for new consolidated routing platform for Everything Everywhere, merging T-Mobile

and Orange contact centres onto a new SIP & cloud-based solution (8,000 agents including offshore

partners).

Technical Design Authority for BT Ireland.

Technical Project Manager for Alcatel-Lucent, Paris.

Technical Design Authority for BT Global Services – responsible for team of 30 BT designers for BT

Retail’s internal contact centres (14,000 agents).

Solutions Architect for contact centre systems for multiple blue-chip companies (see client list below).

Industry Experience

Telecoms, Banking/Financial Services, Pharmaceutical, Media.

Technical Expertise

Design and delivery experience of most global contact centre and CRM solutions.

Deep technical expertise in Genesys, Aspect, Cisco, Nortel, Avaya, Siebel, several IVRs,

Nice/Verint/Witness call recording.

Solid Genesys expertise – current (hands-on) to version 8.1, including WFM, GPlus, Routing, SIP,

Email, Outbound, GAD, IWS.

Founder of the Genesys Certification Programme – developed the Certified Genesys Engineer (CGE),

Developer (CGD) and Architect (CGA) accreditations in Europe then helped establish Genesys

University from San Francisco.

Design, development and delivery of classroom training for technical and non-technical audiences as

well as creation of eLearning material.

Career History

Dates Company Role Type

August 2013 – present Triple C Solutions Director Permanent

Limited

Oct 2010 – August T-Systems Solution Architect then Contact Contract then

2013 Centre Practice Lead permanent

Apr 2010 - Oct 2010 BT Ireland Technical Design Authority Contract

Jan - Apr 2010 Alcatel-Lucent, Paris Technical Project Manager Contract

April 2005 - Dec 2009 Black Chair Ltd Technical Director Permanent

Feb 2003 - Feb 2005 European Technology Director, Contact Centre Permanent

Consultants Solutions Group

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Steve Brady Customer Contact Centre Architect

Dates Company Role Type

Apr 2001 - Feb 2003 Extraprise Europe Solution Architect then Permanent

European Contact Centre

Practice Manager

Mar 1999 - Apr 2001 Cambridge Technology Senior Technical Specialist Permanent

Partners

Oct 1998 - March 1999 Acuity Corporation Senior Systems Engineer Permanent

Oct 1996 - Oct 1998 Genesys Partner Trainer then Pre-Sales Permanent

Telecommunication Consultant

Laboratories – Europe

Sept 1992 - Oct 1996 Volt Delta Europe Trainer and Consultant Permanent

Personal Details

Qualifications: Bachelor of Engineering (Hons), Bath University

3 A-Levels, 10 O-Levels

City & Guilds, Technical Author and Technical Communications

DOB: 10th December 1966

Status: Divorced, 2 sons

Car: Full UK driving licence

Location: Bracknell, Berkshire

Mobile: 075**-******

Email: acaiw1@r.postjobfree.com

LinkedIn: http://www.linkedin.com/in/stevebradyuk

Security: Government security cleared.

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