Provide hands-on administration, monitoring, incident response, and change execution for Aspect WFM (Alvaria) and Intradiem. Troubleshoot application, server, database, and integration issues; run upgrades and integrations; support major incident bridges and on-call rotations; document runbooks and transfer knowledge to Level 1/2 support; collaborate with vendors and engineering to improve workforce automation and reporting integrations.

Lead backlog ownership and prioritization for a GCP-based Contact Center (CCaaS) platform. Translate business demand into implementation-ready user stories, drive PI planning and cross-enterprise prioritization, manage dependencies, and ensure security and governance. Focus areas include voice, omnichannel engagement, conversational AI, analytics, workforce optimization, and cloud platform enablement to improve agent and customer experience.