Douglas (Doug) McNall, Senior Contact Center Solution Architect

office: +1 425 609 3274 | mobile:  +1 425 239 0023 | email:  dmcnall@mcnall.net

 

PROFESSIONAL SUMMARY

Results-driven Contact Center Technology Specialist with 20+ years of experience designing and implementing complex enterprise contact center solutions. Proven track record of solving customers' most critical business challenges through innovative cloud technologies. Expert in translating technical concepts for both engineering teams and executive audiences. Skilled at developing AWS-optimized architectures to accelerate customer adoption and drive business transformation.

Skills

Core Competencies

  • Customer Experience (CX) Strategy
  • Technical Solution Design
  • Cloud Migration & Transformation
  • Executive-level Consultation
  • Cross-functional Collaboration
  • Technical Thought Leadership
  • Architectural Reviews & Workshops

Technical Skills

  • Contact Center Technologies: Amazon Connect, Genesys, Nuance, WFM, Calabrio, Nice, Zoom, Cisco, WebRTC, SIP, Telco SME, PBX integrations
  • GenAI: AI/ML Fundamentals, Contact Center GenAI domain knowledge, GenAI business use case development, knowledgebase management.
  • CRM Integration: Salesforce, ServiceNow, Oracle CC&B, Various homegrown CRM’s
  • Programming: NodeJS, Python, JavaScript, Java, XML, JSON, HTML, PHP, AWS Lambda

PROFESSIONAL EXPERIENCE

Amazon Web Services (AWS)

July, 2020

Present

Role

Senior Contact Center Solution Architect, Amazon Connect

 
  • Created a GenAI RFP tool used by over 130 solution architects, across customer 8 verticals, for 35 different customers, with over 26,000 responses in an 8-month period, saving an estimated 2,000 person hours on RFP completions
  • Developed an integrated custom demo platform for use of solution architects and account managers
  • Led architectural reviews and workshops to advance customers' technical objectives
  • Acted as trusted advisor to line of business and C-suite leaders on cloud contact center strategies
  • Designed and implemented complex AWS-optimized architectures for omnichannel contact center solutions
  • Collaborated across specialist sales, marketing and product teams to address customers' business challenges
  • Contributed valuable data and insights to product teams to strengthen the AWS product roadmap
  • Served as primary point of contact for urgent customer issues in contact center specialty
  • Educated customers on AWS value proposition through consultation and solution design

 

 

 

Selligent

July, 2020

December, 2020




Role

Director of CX Solution Consulting

 
  • Creation of CX demo system
  • Development of CX Integration Strategies of the Selligent product with Five9’s, Cisco, Nice, and Amazon Connect
  • Manage technical vendor relationships
  • Creation of an IVR Demo generator using Amazon Polly

 

NTT, Limited / Dimension Data

December, 2017

July, 2020

Role

Senior CX Solutions Architect

 
  • Support the technical Pre-Sales efforts
  • Design and Create complex contact center solutions
  • Respond to RFP’s, RFI’s and SOW’s
  • Manage customer relationships
  • Engage in Business and C – Level conversations to explain and contrast solution benefits
  • Architect and Design Enterprise Contact Center solutions using Cisco, Genesys and Amazon AWS
  • Install and support working POC environments

 

Presidio

April, 2015

November, 2017

Role

Senior CX Solutions Architect

 
  • Support the technical Pre-Sales efforts
  • Design and Create complex contact center solutions
  • Respond to RFP’s and RFI’s
  • Architect and Design Enterprise Contact Center solutions using Cisco CVP and Cisco UCCE 
  • Product Design and build IVRs in CVP Call Studio to interface with Oracle CC&B backend systems via web service and database stored procedures
  • Review and Document call flows in the IVR 
  • Recommend optimizations and Customer Experience modifications for the IVR platform

 

TTech / eLoyalty

September, 2013

April, 2015

Role

Principal Consulting Engineer

 
  • Support the technical Pre-Sales efforts 
  • Design and Create complex contact center solutions
  • Evangelize Cloud-Based contact center solutions
  • Respond to RFP’s and RFI’s
  • Provide Engineering Sales Support 
  • Manage customer relationships
  • Engage in C – Level conversations to explain and contrast solution benefits
  • Architect and Design Enterprise Contact Center solutions using Cisco CVP and Cisco UCCE Products
  • Install and support working POC environments
  • Subject Matter Expert for Video Agent Technologies

               

CISCO Systems

July, 2010

September, 2013

Role

Consulting Systems Engineer

:
  • Support the technical Pre-Sales efforts
  • Design and Create complex contact center solutions
  • Respond to RFP’s and RFI’s
  • Provide Engineering Sales Support 
  • Manage customer relationships
  • Engage in C – Level conversations to explain and contrast solution benefits
  • Architect and Design Enterprise Contact Center solutions using Cisco CVP and Cisco UCCE Products
  • Work with Cisco CCBU to enhance products and resolve customer issues
  • Install and support working POC environments
  • Support Cisco Partners to develop the North-West territories.

 

 

Prior Work History

  • CEO / Development Manager, McNall Enterprise, August 2008 to July 2010
  • Senior Solutions Architect, British Telecom, December 2005 to August 2008
  • Manager of Contact Center Solutions, Middleware, Washington Mutual, November 2001 to December 2005
  • Sales Engineer, Aspect Communications, January, 2001 to November 2001
  • System Engineering Manager, Primus, August 1999 to January 2001
  • Sales Engineer, Wall Data, July 1998 to August 1999