QUALIFICATIONS SUMMARY 
Richard Dulaney is an innovative technology professional with more than 25 years of experience in Telecommunications Solutions, Customer Interaction Systems and Information Technology. Known as a strong leader Richard is recognized for his vision, creativity, analytical skills. He is a strong advocate for convergence of voice and data over the enterprise network infrastructure.

Richard has been a major contributor to the planning, design and implementation of to various complex multi-site contact centers and VOIP Solutions for large enterprises and government agencies. During is career Richard has been a Professional Services Director, Project Manager, Solutions Architect and Independent Consultant.

CORE PROFICIENCIES:
Technology leadership, analysis, solution architecture and implementation.
* ACD/PBX:  Aspect Communications, Cisco IPCC, Avaya, Intecom, IPUnity and Convedia
* IVR: Genesys VP, Aspect CSS, Edify and Periphonics (NORTEL)
* CTI: Aspect ECS, Genesys, Avaya
* VOIP: Cisco, Aspect, Nuasis, Sylantro Systems, Alcatel, Siemens
* Databases: Oracle, Microsoft SQL Server, Time Ten, MySQL
* CRM/SFA: Siebel, Kana, Clarify, Remedy
* WFM and QAM: Aspect eWorkforce, IEX, Etalk, Witness

REPRESENTATIVE PROJECTS
• For a recent client Richard provided consultation, architectural review and a systems audit for a complex outsourced customer interaction solution in the telecommunications sector. Services provided include review and recommendation of solution architectures, voice and data network infrastructure, and Subject Matter Expertise to application teams. 
• Critical part of successful planning, design and implementation for large multi-site contact center contracts to two Government agencies. The solutions consisted of multiple contact centers designed to support very high call volumes. The applications included Intelligent Call Routing, Computer Telephony Integration and Interactive Voice Response systems.
• Established and staffed a Professional Services organization that contributed to millions of dollars in converged voice solution sales at major voice and network service providers on three continents. 
• Successfully managed a multi-site customer interaction and eCRM solution for a large financial client resulting in an industry leadership position for customer service with increased revenues. Provided Project Management for a team of five developers and indirect management of several technical staff across several vendors. 
• Architected and managed the development of a custom outbound dialing solution in a distributed site environment allowing rapid growth and manageability of a client business unit.

A sample of clients Richard has provided services to include:
AT&T, ADP, Bank of America, Charles Schwab, E*Trade, First National Bank of Omaha, IBM, Internal Revenue Service, Level3, Roadway Express, Sprint, Swiss Telecom and Telia-Sonera.