Jim Gilbert

Working with Expedia’s Partner Services Group/GSO to develop end-to-end solution design, implementation, and support plan using an IP-based hosted contact center platform for 79 countries with multi-lingual contact centers. Scope of work included providing IP voice, Managed WAN (MPLS), Internet, applications, call-routing and E2E reporting along with operational support.

Development of overall technical solutions for end-to-end integrated solution designs which helped multinational corporations migrate to hosted solutions and “Cloud” services. Worked closely with sales pursuit teams and other internal teams to ensure the solutions were well presented and best fit the customer needs.

Relocated to lead a team of 19 IT engineers plus global contract staffing in the design, implementation, and support of hosted and site-based voice and data network platforms for large contact centers, data centers, and multiple branch locations. - $5M cost savings by right-sizing and optimizing the network. - $10M cost savings with the design and implementation of a centralized Cisco IPT plaftform uisng the MPLS network to support 5,000 global agents and 10,000 toll-free numbers.

Recruited to align a fragmented IT team and standardize technology. Led the design, rollout, and support of global voice/data network, . - $42M budget and a team of 21 IT voice/network engineers. - Developed multi-year strategic plan - $3M cost savings with multi-carrier MPLS network - $2.5M cost savings by transforming 22 PBX systems into five IP systems . - $12M cost savings with the design of an IP-based offshore contact center platform for 4,000+ offshore agents.

Started as a Software Developer (1984 – 1986) and promoted to a management position reporting to the CFO to plan a global network and telephony strategy. Directed 10 voice & network engineers and global supply management and a $13 million budget. Moved to Germany along with extensive international travel to deploy standardized infrastructure - $1.5M cost savings with re-engineered 22 country Frame Relay network.