Sr. Technical Manager

Joey Doyle

Implementation & Delivery Leader CX/Contact Center Transformation IVR • ACD • Routing • Omnichannel • Enterprise Delivery • PMP

214-***-**** ****.*****@*******.*** Cameron Texas linkedin.com/in/joey-doyle-612a876

SUMMARY

Senior Program Manager with 20+ years leading global CX and contact center transformation programs across complex enterprise environments. Deep expertise in IVR, ACD, routing, omnichannel, WFM, QM, and voice platforms including Avaya, Nuance, and Verint / Witness. Known for driving measurable improvements in CSAT, routing accuracy, and self service deflection while aligning cross functional teams across IT, operations, legal, security, and regional leadership. Experienced in multi year, multi million dollar global delivery, roadmap ownership, and customer journey optimization. Ready to bring structure, clarity, and momentum to high impact CX initiatives.

CORE COMPETENCIES

• Enterprise SaaS Implementation & Adoption • Contact Center Modernization • IVR / ACD Design & Optimization • Omnichannel CX • Customer Journey Optimization • Program Governance • Cross Functional Delivery Leadership & Alignment • Customer Success (Enterprise) • Change Management • Stakeholder & Executive Communication • Workforce Management (WFM) • Quality Management • Voice Platforms (Avaya, Nuance, Genesys, Verint / Witness) • Program Delivery & Execution • Compliance & Regional Regulatory Navigation • War Room Leadership & Stabilization • Roadmap Development & Execution • Vendor Management

PROFESSIONAL EXPERIENCE

DELL EMC

Senior Manager / Technical Program Project Manager Aug 2017 – Sep 2024

Led global program managers and project managers; owned multi year, multi million dollar CX modernization initiatives

• Directed a global team of regional program and project managers, providing governance, delivery oversight, and escalation leadership to ensure consistent execution across international markets.

• Led a multi year, multi million dollar global IVR modernization program spanning 60+ countries and 30+ languages, standardizing customer messaging and menu structures to deliver a unified experience across all regions.

• Modernized the enterprise IVR by redesigning call flows on Nuance and optimizing routing logic on Avaya, eliminating fragmented experiences and ensuring customers heard consistent options regardless of country or language.

• Improved CSAT scores and reduced call transfers by 18% by aligning routing logic, simplifying menu paths, and ensuring customers reached the correct support agent on the first attempt.

• Ensured alignment between IVR logic and agent desktop workflows, improving FCR and reducing handle time by providing agents with actionable customer intent data.

• Added new IVR options to inform customers outside their free support entitlement of paid support requirements, enabling callers to self select out to online self service and reducing this call type by 10%.

• Collaborated with legal, security, and privacy teams to ensure compliant handling of customer data, including validation of express service codes used to identify entitlements, purchase history, and support eligibility.

• Worked with country specific labor councils and regulatory bodies (including Germany’s employee council) to ensure compliance with regional requirements, such as enabling agents to disable call recording on demand.

• Coordinated updates to call recording workflows to support agent controlled recording toggles in countries with strict privacy laws, ensuring global compliance without disrupting operations.

• Led extensive alignment efforts with regional operations leaders and support directors, facilitating cross country negotiations to drive consensus on a unified global IVR design despite differing regional preferences.

• Oversaw creation of the global deployment roadmap, sequencing country rollouts, managing dependencies, and coordinating with IT, operations, legal, and regional leadership.

• Established and led post launch war rooms, creating the processes and tracking mechanisms used to identify, triage, and resolve issues or confirm “by design” behaviors.

TELVISTA / COMPUSA

Contact Center Director / Site IT Manager / IT Program Manager Jul 1997 – Aug 2017

Led large scale contact center operations and IT infrastructure across telecom and retail clients; owned voice, routing, WFM, QM, and data center environments

Contact Center Director

• Directed operations for an 850+ seat contact center, overseeing multi channel service delivery (voice, chat, email, social media) and driving improvements in customer experience, service levels, and workforce performance.

• Built and led high performing operational and technical teams, improving delivery consistency, reducing escalations, and strengthening client relationships.

• Partnered with enterprise clients to align operational performance with business goals, improving KPIs such as AHT, FCR, Quality, and customer satisfaction.

• Launched community workforce development programs using facility space to support local hiring and training initiatives.

Site IT Manager

• Owned all contact center technology, including Avaya ACD/IVR, routing, WFM, call recording (Witness/Verint), network, servers, and data center infrastructure.

• Designed and optimized call flows, routing strategies, and IVR logic, improving customer experience and reducing misroutes.

• Delivered infrastructure expansions and built two new U.S. contact center data centers, overseeing procurement, installation, and maintenance of all voice and IT systems.

• Led PCI compliance initiatives across multiple sites, partnering with clients and auditors to ensure secure handling of customer data.

• Reduced hardware spend by $80K annually through optimized inventory management and installation strategies.

IT Project Manager

• Managed technology implementations for enterprise clients, including voice platform upgrades, routing changes, WFM enhancements, and CRM/desktop integrations.

• Built and launched social media support teams using Sprout, expanding customer engagement across Facebook and Twitter.

• Designed client onboarding frameworks and managed integrations for major telecom and retail accounts, ensuring smooth transitions and operational readiness.

• Coordinated cross functional teams across IT, operations, training, and client services to launch new programs and scale support for Fortune level clients.

PLATFORM EXPERTISE

• Avaya: ACD, IVR, routing, WFM

• Nuance: Speech recognition, IVR design

• Verint/Witness: Call recording, QM workflows

• Genesys: Routing and call flow exposure

• Legacy Systems: Rockwell, early routing platforms

• Agent Desktop: Screen pop logic, entitlement workflows

• Compliance: Call recording regulations, regional labor requirements

LICENSES & CERTIFICATIONS

• Project Management Professional (PMP) — Project Management Institute

• GenAI Foundations — Dell Technologies

EDUCATION

High School Equivalent — LISD

Family Caregiving (2023–2025)

Provided full time care and end of life support for multiple family members during a period of significant loss. Now fully available and energized to return to full time leadership work.

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