Randy Mejias

Experience

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  Cloud5 Communications

  Aug 2012 - Apr 2019

  Product Owner for VoIP PBX Platform: Managed backlog priorities, feature enhancements, bug fixes, and customer requests, ensuring timely releases and robust documentation.Infrastructure Oversight: Monitored and maintained VoIP systems (vSphere VMs, physical servers, AWS) across four global data centers, enhancing stability and performance.Network Configuration & Upgrades: Designed and implemented configuration updates for Oracle SBC, ECB, EOM, and Asterisk PBX, auditing system continuity to prevent disruptions.Incident Response & Security: Responded to system alerts (fraud detection, server crashes, endpoint vulnerabilities), mitigating risks and ensuring business continuity.Team Building & Leadership: Recruited and mentored new voice development team members, and served as Scrum Master to streamline development operations and Agile adoption. Show less Team & SLA Management: Led customer-facing support for SIP Trunking, Hosted Voicemail, IVR, and other PBX services. Managed staff recruitment, training, and performance reviews to maintain high service standards.Documentation & Process Control: Maintained SOPs, network maps, and system inventories, ensuring quick issue resolution and consistent team performance.Cross-Functional Coordination: Orchestrated communication among Support, Maintenance, and Deployment teams, particularly during planned maintenance or critical incidents.Root Cause Analysis (RCA): Generated comprehensive RCA reports following major outages, driving continuous improvement in infrastructure resilience.Major Infrastructure Upgrade: Oversaw a data center migration project for 4,000+ customer locations, achieving minimal downtime and improved long-term service stability. Show less Project & Team Leadership: Supervised staff responsible for deploying and provisioning SIP Trunking and Hosted PBX services. Provided hands-on guidance for technical challenges.Customized Deployment Plans: Developed site-specific rollout strategies based on infrastructure diagrams and surveys, ensuring efficient installations and satisfied customers.Technical Coordination: Collaborated with Development to test new configurations; supported Sales by providing accurate labor estimates and clarifying deployment requirements.Standards & Procedures: Authored consistent guidelines for new installations, enabling smoother handoffs to Support and reducing onboarding time for new technicians. Show less Advanced VoIP Support: Diagnosed and resolved issues on Asterisk-based systems, involving programming custom dial plans, configuring MySQL databases, and troubleshooting network constraints.Deployment Management: Handled new site installs and upgrades, managing equipment configurations for both hardware and software (Polycom devices, Linux-based servers, Adtran routers).Cross-Functional Collaboration: Coordinated with on-site telecom technicians, third-party vendors, and internal teams to ensure seamless deployment and minimize customer downtime.Efficiency Improvements: Created configuration tools and templates that reduced errors and accelerated the deployment process, boosting overall service quality. Show less

  • Lead NMC Engineer

    Jun 2017 - Apr 2019

  • IT Manager of Hosted Support

    Jun 2015 - Jul 2017

  • Manager of Deployment and Provisioning

    Mar 2015 - Sept 2015

  • Tier 2 Support & Deployment Tech

    Aug 2012 - Mar 2015
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  Rediker Software

  Apr 2019 - Sept 2021

  Product Owner

  Drove End-to-End Product Strategy: Led the lifecycle of Rediker’s web and mobile apps - including “Plus Portals” and its next-generation replacement - serving 1M+ monthly users across thousands of schools.Implemented Agile Best Practices: Guided an 8–10-person Scrum team with Jira, Confluence, and Slack, establishing consistent two-month release cycles and a smooth MVP approach.Enhanced Quality & Reduced Costs: Improved code efficiency and scaling rules to lower platform expenses by $6,000/month, while simultaneously decreasing bug frequency and support volume.Balanced Stakeholder Priorities: Aligned leadership, Sales, Support, and customer feedback through transparent backlog management and negotiation, ensuring timely agreement on product direction.Maintained High Customer Satisfaction: Supported schools through challenges like the COVID-19 pandemic, strengthening product capabilities in real-time and retaining positive customer relationships.Led Strategic Product Transition: Seamlessly pivoted from established “Plus Portals” to a new platform, onboarding a fresh development team without disrupting sprint schedules or deliverables.Mentored & Educated Team Members: Coached interns on Scrum principles, and regularly engaged with Sales and Support teams to share product updates, roadmap insights, and market-trend findings. Show less

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  Ascendle

  Sept 2021 - Apr 2022

  Product Owner

  Drove Early-Stage Product Development: Oversaw 1-2 concurrent client projects, focusing on MVP builds and iterative delivery for pre-market or rebuilding initiatives.Led Effective Discovery & Roadmapping: Organized kickoff sessions, collected business objectives, and translated requirements into user stories and acceptance criteria using Jira.Championed Agile Practices: Facilitated sprint reviews, backlog refinements, and retrospectives for a Scrum team of 6–9, ensuring consistent on-time, in-scope releases.Enhanced Collaboration with New Tools: Introduced Miro mind mapping for long-term backlog planning, improving stakeholder visibility and cross-functional teamwork.Balanced Stakeholder Priorities: Negotiated conflicting requests through data-driven discussions, clarifying trade-offs and securing consensus on the quickest path to MVP.Coached Teams & Clients: Provided product ownership best practices and Scrum training - most notably guiding an internal development team rebuilding financial software to adopt effective Agile methods.Maintained Comprehensive Documentation: Utilized Confluence for wikis and project documentation, ensuring smooth knowledge transfer and consistent reference material.Ensured High Client Satisfaction: Kept all engagements within contractual timeframes and budget; no client exercised the “don’t pay if unsatisfied” guarantee, reflecting strong alignment with expectations. Show less

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  Conduent

  Apr 2022 - now

  Transformation Consultant

  Revitalized Global Engagement Platform: Overhauled a stalled deployment for 10,000+ employees across multiple business units. Leveraged Agile methodologies and Jira, achieving full deployment in 6 months, sustaining 30% daily participation, and introducing a monthly content release cadence.Optimized Underperforming Operations: Led cross-functional teams of 15+, reducing onboarding time by 30%, implementing SLA-driven support systems, and improving adherence to key KPIs.Innovated with AI Technologies: Collaborated with IT and Procurement to streamline vendor onboarding and integrate cutting-edge AI solutions relating to real-time translation, QA monitoring, accent localization, agent assist, and AI agents, enhancing product capabilities.Delivered Global Program Expansion: Launched a 300-person contact center in the Philippines for a prominent multinational client, managing complex technical requirements and international coordination to achieve an on-time, stable go-live.Recognized for Excellence: Earned “People First” awards in Q1 and Q3 2023 for driving innovation, operational improvement, and alignment with corporate and client objectives.Elevated Engagement & Retention: Supported a global engagement initiative, creating proactive feedback loops that improved employee sentiment and contributed to lower turnover rates. Show less