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Dustin Goad

Dustin Goad

Graduate Assistant

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  • Timeline

  • About me

    Sr. Director, Global Customer Care Operations @ Genesys | ITIL, Scrum, DevOps, OCM, AI

  • Education

    • Ball State University

      2004 - 2008
      B.S. Computer Technology

      Activities and Societies: Commited to many different projects including but not limited to Parker City wireless implementation, Monroe Central Schools project, Leadership workshop, Cisco mock-ups, and many others. Also completed a minor in Business Administration at Ball State University School of Business.

    • Ball State University

      2008 - 2009
      Masters CICS (Center for Information and Communication Sciences)

      Activities and Societies: Graduate Assistant for Computer Technology, teaching of CCNA material, and real world projects with industry leaders (Cisco, Accenture, and AT&T). ITERA national finalist on a hospital consulting project. An MBA with an emphasis on technology's integration into business processes, project management, and technical emphasis on communication systems. Undergraduate degree developed strong skills on the 'router in' and graduate degree focused on the 'router out'. Better understandings of the methodologies and technology in place on carrier side helped to round off education and have a clear understanding of ICT industry.

  • Experience

    • Ball State University

      Aug 2008 - May 2009
      Graduate Assistant

      Worked as a Graduate Assistant to Professor David Hua in the computer technology department. Responsibilities included forming a student organization, working on servers, troubleshooting workstations, helping out with lab work, and other technology related activities.

    • Interactive Intelligence

      Jun 2009 - Dec 2015

      Expanded our global presence with a Montreal office where I lead development of a team, processes, and all things operational to bring office up to meet demand. Bi-Lingual operational processes were leveraged to gain additional contracts previously unachievable.Managed team that included Technical Team Lead (TTL) and System Engineers in career development, performance management, and daily supervision. Oversight of customers included responsibilities of a TTL as well as contract reviews, RFP assistance, and all things account management.Additional proactive responsibilities included Chair of North American Recruiting and hiring (25% yearly growth in North America), training development, on-boarding of new engineers, lead process improvements, and headed up remediation and operational alignment efforts with some of the company's largest customers. Show less Technical Team Lead of Pacific Systems Engineers and Technical Account Manager of Pacific Region (8 States and British Columbia). Provide daily supervision, direction, and leadership to engineers and lead TTL initiatives with training, web site administration, internal processes, and quality control of service's day to day operations. Oversee region's customers on upgrade paths, escalations, and other product inquiries and issues.Some additional responsibilities I proactively committed to included leading recruiting efforts on the Service's side. This included phone screening and assisting HR in aligning our new talent up which is a continual process in a rapidly growing business. Show less

      • Manager PMO, Support and Engineering

        Jun 2015 - Dec 2015

      • Sr. Manager, Global Support Operations

        May 2014 - Jun 2015

      • Regional Manager - Canada

        Jun 2012 - May 2014

      • Technical Team Lead - Pacific Region

        Jan 2011 - Jun 2012

      • Senior Systems Engineer

        Jun 2010 - Jan 2011

      • Systems Engineer

        Jun 2009 - Jun 2010

    • Genesys

      Jan 2016 - now

      Created a centralized operations team that will support a team of 800+ in Customer Care across our global product lines. With a focus on Cloud, looking to improve our service channels with a consistent and more innovative approach, level up on our analytics with investment to use unstructured data for more advanced modeling, and focus on tooling improvements and replacements. Primary responsibilities revolve around our CX Platform (Voice, Chat, Web), Case Management System (SalesForce ServiceCloud) and various integrations, Customer Care Portal, Analytics, and Processes.Methodologies focused on ITSM, Advanced ITOM, Agile, Devops, measuring with OKR with it all sitting on backbone of OCM so the employee, customer, and partner experience come first! Show less Responsible for North America technical arm of Support including our Technical Team Managers, Principal Engineers, System Engineers, and Major Incident Managers. Responsibilities include hiring, onboarding, managing, setting direction, ongoing training, and providing guidance to the technical teams within their assigned skill areas. In December of 2016 Interactive Intelligence was acquired by Genesys and lead and worked through integration activities to transform team, integrate systems, and focus on standardizing Customer Care along with our other Product Lines. Systems deployed included new portal, Salesforce ServiceCloud, Salesforce Knowledge, Coveo, Global Scape SFTP, and processes and standardizations to a global 24x7 model. Show less

      • Sr. Director, Global Customer Care Operations

        Apr 2021 - now

      • Director, Global Customer Care Operations

        Jun 2019 - Apr 2021

      • Director, PureConnect Global Operations & Product Support Group Lead - Client & Server Applications

        Dec 2017 - May 2019

      • Sr. Technical Group Manager

        Jan 2016 - Dec 2017

  • Licenses & Certifications