Paul Tracy
Senior Product Manager - Engineering
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About
Experienced technology leader with a proven track record of leveraging innovative solutions to drive business growth and operational efficiency. Skilled in telephony integration, contact strategy, and cross-functional team leadership. Adept at collaborating with business stakeholders to deliver impactful technology implementations that enhance customer engagement and streamline processes.
Experience
Senior Product Manager - Engineering - SoFi Bank - Charlotte, NC
(2023-01)
- Administrator/Developer for the NICE InContact CTI Platform for 300+ Loan Officers.
- Managed distribution of top-of-the-funnel leads to Loan Officers.
- Developed follow-up contact strategies for uncontacted leads.
- Worked closely with Salesforce Admin to integrate Cloudingo (Lead Dedupe) and Active Prospect (Lead Conduit)
- Collaborated closely with business stakeholders to optimize customer outreach and improve process efficiency.
Senior Architect Contact Strategy - Wyndham Capital Mortgage - Charlotte, NC
(2016-01 - 2023-12)
- Implemented the NICE CXone CTI platform supporting inbound, outbound, chat, and SMS channels.
- Transitioned company outreach from manual calls to systematized multi-channel contact strategies (Inbound, Outbound, SMS, and Email).
- Enabled customers to chat directly with Loan Officers to improve application submission.
- CTI integration into to Salesforce to allow for single screen experience for Loan Officers.
- Significantly improving speed to contact (under 10 seconds from application submission).
- Implemented SMS allowing for messages to be sent on behalf of the Loan Officer at defined times.
Senior Manager Contact Center Integrations - Discover - Charlotte, NC
(2012-01 - 2016-12)
- Managed telephony team responsible for Genesys (On Prem) CTI platform.
- Routed leads to Loan Officers based on skill set to ensure appropriate lead assignment.
- Worked with business leaders to implement CTI technologies to improve processes for top of the funnel leads.
Transactional DBA / Datawarehouse Engineer / CTI Developer - Lending Tree - Charlotte, NC
(2003-01 - 2012-12)
- Supported front-end development as Transactional DBA with stored procedures, triggers, views, and other DB functionality.
- Implemented Data Warehouse solutions using SSIS and SSAS on Microsoft stack.
- Supported Genesys CTI platform integration across multiple switches (Avaya and Cisco) between Charlotte and Irvine sites.
Developer - Practical Software Solutions - Charlotte, NC
(1996-01 - 2003-12)
providing customized applications to clients in a general consulting capacity. Developed applications in PowerBuilder and Visual Basic utilizing SQL Server.
- Implemented ERP systems (PowerCerv) for 100 million and below companies
Education
Business Degree - University of North Carolina at Charlotte
