James M. Webb

* ******** ***** *******, ** *****

Mobile: 908-***-**** Jim.Webb92: Email: acyrjg@r.postjobfree.com

Executive IT professional with experience in domestic and international communications technologies, including consulting services and project management. Proven leader with the ability to manage dynamic team environments while providing strategic direction and leadership. Demonstrated success in executive level decision making, implementing complex transformation strategies, setting strategic cost savings direction, managing platform mix and leading the launch of SIP telephony technologies on a global basis.

QUALIFICATIONS: HIGHLIGHTS

•Architected and implemented a hybrid Omni-Channel virtual Contact Center across regions.

•Developed strategic enterprise architecture surrounding voice and data application based technologies.

•Designed communications/network infrastructures for data centers including Colocation facilities.

•Defined overarching technology solutions while articulating architectural issues, risks and mitigation strategies.

•Established cost savings initiatives focused on business objectives with emphasis on and around SIP.

•Financial background specific to negotiations and budgeting while managing and aligning vendor services.

•Defined transition and transformation roadmaps aligned with end state architecture and business.

•Created business cases to include financial impact, strategic architecture, risks and overall vision of business.

•Optimization/cost savings strategies between years 2008 - 2016 totaling $8.6 Mil. with recurring at $3.3Mil. plus

•Managed and developed mobile/cellular solution to support user community & Contact Center.

•Established standards for Contact Center technologies including: IVR, CTI, CRM, VR, WFM, Analytics, SM, etc.

•Constructed the design and implementation of a complex video/data/voice infrastructure (i.e. UC) transformation strategy.

•Produced enterprise vertical suite of voice applications, IT Engineering Standards along with Best Practices.

•Provide architectural documentation and technical consultation while developing RFIs and RFPs ensuring optimal designs.

•Alignment with Network groups to ensure optimal bandwidth and QoS designs to support voice, video and data services.

•Assessed the value of communications when considering acquisitions and/or divestitures.

•Advised senior management of investment opportunities and feasibility.

PROFESSIONAL EXPERIENCE

AIG, Livingston, NJ March. 2014 –December 2016

Director of Network Services/Solution Architect

Rejoining AIG my role was focused on being a solution architect representing the Life & Retirement business ensuring optimal communications technologies were aligned to serve the customer base. Recommendations, designs and decisions specific to the communications/network architecture transformation were provided having impact across AIG. My position offered leadership, necessitating my direct input surrounding all aspects of IT communications systems, security, network and support so as to align and ensure business needs were met with optimal communications technologies.

Strengths include business relationship management, IT strategy, data center design, contact center virtualization, technology innovation, Hosting services, investment planning, financial P&L management, IT delivery and operations. In addition and upon my return great strides have been made in offering an overarching enterprise architecture while coaching and mentoring staff and the associated customer base so as to ensure buy in and value add. Prior positions have allowed me to bring forth an in depth understanding of all intricate elements in conducting global business while mastering the technology aspects, promoting cultural transformation. Leadership skills are aligned with the ability to motivate and drive transformation of an organization with focus on design, planning, and implementation of all IT’s short and long term strategies.

Reed Elsevier, New Providence, NJ Aug. 2008 –Dec. 2013

Director of Enterprise Voice Technologies

As a business-minded leader accomplishments are noted in aligning mission-critical technologies with organizational and business objectives. Proficient problem solver in order to create on-target and timely solutions promoting delivery of key projects while meeting tight deadlines and budgetary limits. Solution architect strategically focused in deriving successes while defining objectives, optimizing infrastructure and performance of the various teams to accelerate end state goal.

Exceptional understanding of all intricate elements in conducting global business while mastering the technology aspects and promoting cultural transformation. Leadership skills with the ability to motivate and drive transformation of an organization with focus on design, planning, and implementation of IT’s short and long term strategies.

James M. Webb

Mobile: 908-328-9526Jim.Webb92: Email: acyrjg@r.postjobfree.com

America International Group (AIG), Jersey City, NJ Jan. 2006 –Aug. 2008

Director of Enterprise Voice Technologies

Fulfillment of a global position of which commanded concentration on furthering an enterprise strategy that incorporated a carrier infrastructure focused on IP Telephony technologies. This role brought to fruition the enhanced, flexible, feature-rich, cost-efficient converged model, leveraging centralized operational synergies across the regions. Directly responsible for globalizing the architectural design, incorporating greater agility, enhanced productivity through mobility, added resiliency along with dramatic recurring cost savings.

Developed enterprise strategic designs of voice and data technologies including associated applications.

Contact center designs including Hospitality along with providing global standards around voice technologies.

Slashed costing via contract negotiations while providing vendor management.

Instituted enterprise security for IP Telephony.

Extensive project management and alignment of resources.

Optimization /cost saving strategies including years 2003 – 2007for a save of $7+ Mil. with recurring at $8 Mil.

America International Group (AIG), Jersey City, NJ Jan. 2003 –Jan. 2006

Director of Voice Technologies

Developed an enterprise communications program that ensured strategic positioning with focus on back office operations, contact centers, consolidation and acquisitions. Championed market driven efforts in designing cost effective telephony architectures, aligned with data networks specific to the financial and insurance verticals. Ensured optimization of all technologies and resources while promoting enhanced customer servicing. Specific focus was given to the delivery of services with emphasis on speed-to-market for long and short-term initiatives.

American International Group, Livingston, NJ Feb. 1999 - Dec. 2002

Technology Manager for OCIO/CTO

Responsible for designing new and existing contact centers in order to provide intelligent, feature-rich, virtual environments. Assessment, consolidation and advisement of voice/data technology platforms, incorporating project management expertise for uplifts of AIG’s domestic and international facilities. Research, documentation and proof-of-concept surrounding new and upcoming contact/call center related applications and associated technologies.

Designed contact center solution for SunAmerica with a derived save of $764K and annual saves of $248K.

Derived annual savings of $340K through contract consolidation with domestic carriers.

Negotiated global contract with Alcatel, providing upfront savings of $1,042,850.

Provide project management and technical expertise/oversight for enterprise contact centers.

Presentations given to business divisions on emerging and existing technology functionality.

Assessed worthiness of communications when considering acquisitions and/or consolidation.

Provided standards for IPT, PBX, VR, WFM, pre/post routing, and security for enterprise environment.

Integration of Genesys, CTI, IVR, WFM, VR and CRM applications specific to the contact center.

Advised senior AIG management of investment opportunities and feasibility.

Risk assessments focused on interdependencies, recovery process and procedures around critical applications.

Identify inefficiencies within the organization so as to provide cost saving opportunities.

American International Group, Livingston, NJ Feb. 1998- Feb. 1999

Emerging Technologies Telecom Administrator

Evaluated, tested and recommended call center technologies for global standardization. Developed white papers detailing the specific business requirements as determined by AIG that included: PBX’s (Lucent, Nortel, Siemens and Aspect), network /premise based routing (GeoTel and Genesys), speech recognition (Nuance, Speech Works, Philips and VCS), voice recording (Dictaphone, Nice and Comverse), IVR platforms (Edify, Generations, Conversant and Brite), workforce management (IEX, Blue Pumpkin and TCS) and CTI applications (Genesys, GeoTel and Aspect’s Portal).

Designed and implemented global contact centers including project management and contingency capability.

Created business cases and project plans for the deployment of technologies.

Provided technical assessment and recommendations of facilities for AIG acquisitions (i.e. fill banking charter)

Developed security standards for AIG which included on-site assessments in Argentina and Hong Kong.

Analysis of enterprise worthy telephony technologies to support diverse business models.

James M. Webb

Mobile: 908-328-9526Jim.Webb92: Email: acyrjg@r.postjobfree.com

Comdisco Disaster Recovery Services, East Rutherford, NJ Nov. 1993- Jan. 1998

Northeast Voice Manager

Responsible for supporting and designing all voice related applications/configurations specific to disaster recovery for the northeast territory. Applications consisted of ACD, IVR and VR functionality for financial institutions as well as trading room environments. Provided technical engineering support to sales staff for new and existing client base. Introduced and developed new technology services as part of the offerings incorporated by Comdisco.

Developed and instituted voice standards for Comdisco.

Managed voice services expansion into new and existing facilities.

Engineered network infrastructure to support voice technology services for client base.

Introduced and standardized new telephony technologies into call center environment.

Educated northeast marketing and sales force around voice technologies.

Comdisco Disaster Recovery Services, North Bergen, NJ Nov. 1989- Oct. 1993

Senior Telecommunications

Primary responsibilities included provisioning architectural designs and the build out of voice and data networks to service client base of which extended throughout all Comdisco facilities. Managed vendor relationships and negotiations regarding pricing and purchasing of carrier services and related technologies.

Consulted with clients to evaluate, design and implement voice services.

Supervised telecommunications staff, coordinated scheduling and training of new employees.

Designed voice and data network topologies.

Advised management of cost saving and efficiency opportunities

Project coordination and product development of which included new technologies.

Presented business aligned technology offerings for new and existing clients.

Managed N.Y. metro high-speed, multifunction backbone comprised of OC-48/12/3 SONET Fiber Optic Rings.

EDUCATION

William Paterson College, Wayne, NJ: Bachelor’s Degree in Liberal Arts

ITIL Trained

Harvard Business Management Essentials

Executive Management Leadership Program

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