Larry Hitchcock

Vice President | Delivery Head CX Solutions North America @ Servion Global Solutions

About

With a dynamic blend of software engineering expertise and strategic business acumen developed over decades of consulting, I stand at the forefront of AI and CCaaS integration, driving substantial growth and enhancing customer satisfaction. As VP of Delivery - CX Solutions, I've successfully harmonized cutting-edge customer experience technologies with organizational goals, leading teams across North America, India, and the Middle East in the delivery of complex solutions that meet rigorous business demands. My leadership style fosters adaptability and collaboration, focusing on the practical application of strategic initiatives to exceed performance benchmarks. Specializing in a wide array of SaaS & CCaaS platforms and AI innovations, I guide cross-functional teams of engineers, architects, developers, and customer success managers to achieve excellence in service delivery. I am currently seeking opportunities to leverage my technical expertise and visionary strategy to lead transformative changes in customer experience, aiming to establish market dominance for forward-thinking organizations. Let's connect to explore how I can drive transformational success for your company. • Strategic Consulting • Customer Experience (CX) • Customer Success • Software as a Service (SaaS) • Cloud Contact Center as a Service (CCaaS) • Contact Center Technology • Artificial Intelligence (AI) • Professional Services (PS) • Managed Services • Advisory Services • Global Transformation

Country

United States

City

San Diego County

Industry

Information Technology & Services

Skill

Key Performance Indicators, Business Solutions Development, Technical Solution Design, Professional Services Automation, Data Reporting, Resource Allocation, Operating Expenses, Business Case Preparation, Technology Governance, Setting Strategic Direction, Enterprise Engineering, Business Acumen, Operations, Business Advisory Services, Software Implementation, Organizational Strategy, Solutions Engineering, Acquisition Integration, Negotiation, Financial Results

Experience

Vice President | Delivery Head CX Solutions North America

Servion Global Solutions

2022-10 - Present · 4 yrs

San Diego, California, United States

At Servion Global Solutions, I have led our North American operations, focusing on delivering top-tier CCaaS and CX solutions across a diverse technological spectrum including Cisco, Genesys, NICE CXone, RingCentral, and Amazon Connect. My role has centered on overseeing a global team of engineers, architects, and developers, ensuring the seamless integration of cutting-edge technologies into client systems. My strategic partnerships with major industry players like Cisco and Genesys have been crucial in securing pivotal contracts and boosting our CSAT scores, thereby directly contributing to substantial business growth.

Associate Vice President | Chief Solutions Architect | Genesys Practice Leader

Servion Global Solutions

2022-2 - 2022-11 · 10 mos

San Diego, California, United States

In my earlier role at Servion, I helped build and develop new CCaaS practices, where I applied my deep-rooted knowledge with Genesys and broad expertise in AI & CX solutions to establish and grow our company’s footprint in the competitive CCaaS partner ecosystem. My leadership in this role involved not only the architectural design of comprehensive solutions but also the strategic diversification of technical skill sets, reducing resource downtime and enhancing service delivery efficiency.

CX Technology Leader, Sr Solutions Architect

2012-2 - 2022-2 · 10 yrs 1 mo

Greater San Diego Area

IT Management, Technology & Global Services, Cloud Contact Center CX Technology Leader and Strategist, Genesys Senior Solutions Architect At Becton Dickinson, I devised and executed the global contact center technology roadmap and strategy, leading initiatives that phased out antiquated systems in favor of advanced Genesys Cloud solutions. My strategic vision for integrating AI-driven tools like Salesforce Omnichannel and Google Conversational IVR transformed our customer service capabilities, significantly enhancing both the customer journey and operational efficiencies across global platforms. As Global Client Technologies Manager, Business Relationship Management, Genesys SME, I managed comprehensive asset lifecycles across all contact center technologies at CareFusion, streamlining processes from procurement to disposal. My proactive change management and relationship building with vendors and internal teams fortified system support and enhancements, maintaining optimal operation of critical systems like Genesys Voice Platform and its tight integration with Salesforce.

Global Client Technologies Manager, Genesys Technical Architect

CareFusion

2012-2 - 2015-12 · 3 yrs 11 mos

San Diego, California

Note, CareFusion was acquired by BD on Jan 1, 2016.

CCE Operations Leader, Genesys Architect

AAA Auto Club Enterprises

2008-8 - 2012-2 · 3 yrs 7 mos

Costa Mesa

With AAA, I managed significant infrastructure transitions, such as upgrading network from frame relay to MPLS and swapping out legacy PBX systems with modern Avaya solutions. These strategic upgrades were vital in not only reducing costs but also in enhancing system reliability and expanding the scope of customer service capabilities, significantly elevating the customer experience during critical interactions.

Senior Technical Architect I

Nuance Communications

2008-3 - 2008-6 · 4 mos

Consultant

Accenture

2004-6 - 2008-2 · 3 yrs 9 mos

During my tenure in consulting, I provided thought leadership and spearheaded numerous technology transformations for Fortune 500 companies, focusing on optimizing contact center operations through strategic implementations of best-in-class solutions. My role involved deep collaboration with client teams to ensure technology alignments that are innovative and yield substantial improvements in customer service efficiency and effectiveness.