Who we are:

Richard Laing

Principal Solutions Architect, Systems Analyst and Integrator, Consultant. 

Having been in positions of senior solutions architect, technical project lead, IT management or project subject matter expert of small to large-scale projects, Richard has over 28 years of diverse experience in:

• Customer Interaction Solutions architecture and design (Including 20+ years of Genesys Engage solutions).
• Business requirements discovery and assessment.
• Technical/Project leadership, integration, deployment, governance and change management.
• Support of contact center solutions, information technology, infrastructure, networking/SIP and telecommunications.
• Strategic planning, thought leadership toward contact center premise to cloud. 

Leveraging broad experience across multiple industry sectors such as Banking, Finance, Insurance, Telecommunication and Tech providing contact center solutions enabling the ultimate customer journey service excellence by applying industry best practices in concert with corporate business, IT and vendor technology partners.   

Richard's experience and strengths are building bridges between stakeholders and partners, quickly adapting to corporate processes and executing through teamwork. 

Diverse experience includes contact center solution design, computer telephony integration, digital and IP transformation, IT governance, vendor relations and automated call flow testing.

Technical expertise with Genesys Engage, Voice over IP/SIP/SIPREC, Quality Management/Recording (Genesys, Verint) and Interactive Voice Response (IVR/Customer Front Door) 

Genesys Certified Professional - SIP and Inbound Voice.