Andy Mason

Experience

• 

  American Express / AT&T

  Sept 2005 - Aug 2010

  Telecoms Analyst, Engineer & NICE Call Recording Specialist

  Working in the Technologies department in the global voice infrastructure team and then subsequently employed by AT&T, my role was focused as a call recorder subject matter expert and encompassed the entire project lifecycle. - Lead technical subject matter expert - Providing end to end technical and consulting services for global call recording initiatives. - Conducted detailed analysis for all presented proposals, issues or projects, and prepared solutions, cost estimates and alternative design options. - Worked closely with 3rd party clients, customers, vendors, and other technical staff to analyze business and technical requirements. Identified technical barriers to implementation and determined appropriate course of action.- Requested, reviewed and validated quotes against project requirements before placing orders. - Developed documentation including design reports, pre-installation requirements, network diagrams, and compliance, technical and functional requirements. - Trained new team members and business groups to technical and administrative levels. - Performed detailed research and produced technical documentation to drive products through the American Express Technology Lifecycle. Presented the documents and products to senior architects, board members and other colleagues. - Managed call recorder support and issues for EMEA region, leading teams of engineers during implementations and trouble shooting. Provided 1st tier support and global server patching after the team transitioned from Amex to AT&T in 2009. Show less

• 

  Business Systems UK Ltd

  Aug 2010 - now

  Technical Pre-Sales Solutions ConsultantSupporting the Monitoring and Compliance sales team during client engagements using a deep technical knowledge of call recording and compliance products in the UC and Financial markets. Responsible for the design and architecture of Business Systems’ own Wordwatch platform, Verint VFC, Red Box, NICE (NTR & Engage) and Recordsure (Digital Interview Recording) in UC and Capital Markets.Responsibilities:- Product demonstrations, technical presentations and proof-of-concept sessions to showcase the value of proposed solutions.- Collaborate with the sales team to identify client needs and tailor technical solutions accordingly.- Translate customer requirements into technical proposal documents, architect custom solutions and integrations to meet client objectives and technology strategies.- Assist in the creation of comprehensive technical proposals, RFP/RFI responses, and other sales materials including technical documentation that aids clients in understanding implementation details.- Work with channel partners, providing pre-sales enablement and technical expertise.- Partner with internal teams including product management, engineering, and support, and external supplier partners such as Verint, to ensure accurate representation of solution capabilities.- Provide accurate pricing of product, implementation and support services.- Address client technical concerns, objections, and questions during the sales process.- Provide training for both technical and non-technical client end users post-implementation on the solution. Show less Speech Analytics and Process Optimisation Specialist:- Lead Solution Engineer for speech analytics design and implementation. - Experience with implementation of Nexidia, NICE, Red Box and Aurix speech analytics systems from both a technical installation and data gathering and results analysis perspective.- Developed technical and project related documents for speech analytics deployment. This included overall project processes and workflows, business requirements analysis, technical feasibility reports, documentation of specific system alterations for each customer, results analysis and recommendation reports.- Involved in all stages of the analytics project process including definition workshops, metadata analysis and construction, data extraction, query building, compliance query categorisation, data analysis, iterative fine tuning of results and implementation reviews. Particular focus on providing the technical insight required in each phase of the project.Installation and Technical Support Engineer:- Installation and configuration of numerous call recording systems including NICE, CyberTech, Red Box and Verint.- Provide remote and on-site support for clients.- Provide 24x7 on-call support. Show less

  • Technical Pre-Sales Solutions Consultant

    Feb 2019 - now

  • Speech Analytics Specalist & Technical Support Engineer

    Aug 2010 - Feb 2019