tim ling

CDW, Brooklyn Park, MN 2006-Present Contact Center Solutions Architect: Solution design and pre-sales support of Cisco’s Contact Center product suite, to include Unified Contact Center Enterprise/Express, ICM, Cisco Voice Portal (CVP), IP-IVR, E-mail and Web Interaction Manager (EIM/WIM), and Calabrio Workforce Optimization. Primary responsibilities include product presentation, requirements gathering, RFI/RFP response, solution design and proposal delivery. Accomplishments: Contact Center Solutions Architect, grew the Contact Center Practice from under $3M in 2006 to over $12M in 2009. Guided practice into the Cisco Advanced Technology Practice (ATP) for both UCCE and CVP. This program requires strict adherence to training and implementation methodology to ensure the highest standards for solution delivery. Created and delivered Contact Center seminars for internal CDW (Berbee) Account Executives. This is a key initiative within CDW as we expand from a regional based company (Berbee) into a national footprint (CDW).

Calabrio develops Calabrio ONE®, a comprehensive and powerful suite of contact center workforce optimization and analytics software including call recording, quality management, workforce management, and analytics. Calabrio ONE is intuitive and flexible – providing innovative products with an easily personalized architecture that allows contact centers the freedom to tightly integrate applications and scale these solutions to fit their needs. Calabrio strives to put the power of harnessed data to work, kicking complexity to the curb while bringing the most important data quickly to the helm where it becomes simply actionable.

Courses taken in Fiber Optics, Communications, Mini and Micro Computers, Software Engineering, and Digital Systems."]

Pursuing secondary licensure in High School Math and Physics