Richard Laing - Principal Solutions Architect, Systems Analyst and Integrator, Consultant
"When you love what you do, you will never work a day in your life"
I consider myself very fortunate and appreciative to be engaged in a profession and career I truly enjoy and am excited about all that comes with it. Change is constant, exciting with its challenges and most definitely it's rewards. Sometimes controlled chaos, herding cats with it's setbacks and triumphs. When you have the pleasure and privilege of engaging with so many great clients, customers, vendors and partners over the years, you have the benefit of bringing forward experiences, successes, lessons learned and continuously refining focus towards achieving the ultimate customer experience.
From my early days within Hospitality where the seeds of "kill them with kindness" took root. Strive to exceed customer expectations, listen, be compassionate and create a smile. A smile is universal in any language!
Traversing through specialty IVR solutions for Hospitality, Contact Center Solutions, and Telecommunication, the often daunting and complex approach to marrying people, process and technology often get confused with rocket science. Keep it simple, focus on the customer.
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, change management.
- Support of contact center solutions, information technology, infrastructure, networking/SIP and telecommunications.
- Strategic planning and thought leadership toward contact center premise to cloud.
- Genesys Certified Professional - SIP & Inbound Voice.
- Microsoft Certified Business Consultant - CRM.
Technical expertise:
- Genesys Engage, (Framework, SIP, GVP, GIR, Routing, Workspace Desktop/Web)
- Voice over IP/SIP (Session Border Control, ACME, AudioCodes, F5, IP Protocol troubleshooting/analysis, SIPREC)
- Quality Management/Recording (Genesys Interaction Recording, Verint, Nice)
- Interactive Voice Response (IVR/Customer Front Door, Nuance Speech/TTS)
- Integration to Cisco, Avaya, Aspect and other solutions (i.e. CRM, WFM, Cloud SaaS)
- Recent exposure and experience with Genesys Cloud, PureEngage Cloud and AWS Connect
Sample Projects:
Financial Senior Architect / SIP – GIR Lead
Responsibilities:
- Lead the Genesys Integration Recording (GIR) architecture and design aspect of their customer service enablement strategy from legacy Aspect telecommunication to stand-alone, dual data center Genesys SIP infrastructure.
- Collaboration with client team members and fellow architects to integrate GIR their Genesys PureEngage solution with dual center, high availability infrastructure which consisted of 5 environments. Production and 4 Labs.
- End to end integration testing, SIP troubleshooting of business continuity and recording enablement via Genesys Workspace
- Provided recommendations on their overall Genesys solution and operational integration challenges to aid them to meet their current and future business requirements.
Areas of Focus: Genesys GIR/SIP, Workspace Agent Desktop, GVP, AudioCodes, and Microsoft SQL Always On.
Energy Senior Architect / SIP Integration Lead
Responsibilities:
- Lead the SIP architecture and design aspect of their IP transformation phase of their overall client customer service enablement strategy from legacy telecommunication to stand-alone, dual data center SIP infrastructure.
- Integrated to AT&T IP Toll Free and IP Flex facilities with redundancy and failover between centers in two different states.
- Facilitated a global dial plan to align with their enterprise back office Cisco platform to allow integration and connectivity between both Genesys and Cisco for seamless handing of customer interactions, weather it was via voice, web or email.
