Vicki Kenney Email Address

Managing Director Contact Center Technology

Currently responsible for the overall Telecommunications technology and multi-channel distribution for the Contact Centers and Distribution. Coordinate services with IT Enterprise Services groups within the Information Technology Group and Strategic Project Planning for distribution of member service: •Direct and manage all front line communications for the support of client projects, applications, and systems once deployed and active in production; •Maintain a centric control process for client relations, communications, customer service, and information sharing/coordination between IT, business lines, AAA National, and ACP partner clubs; •Oversee the hands-on development and implementation of the corporate telecommunications processes and networks; evaluate, implement, and manage the communication applications infrastructure for converged and wireless networks; •Principle leader in business planning sessions, ensuring synchronization with the network, desktops, and telecommunications technology strategies; •Oversee technology efforts for diversified client product lines to identify business needs for current technology, documentation of current workflow, and definition of future workflow to support required changes for new technology; •Oversee the planning of effective resource management (forecasting and allocation) to ensure effective workflow of assignments between IT units, business lines, and external vendors; assess the full impact of assignments and projects across the enterprise to identify and plan around all dependencies. Specialties: •Researched, planned, and strategically implemented a totally converged networked voice and data infrastructure and a Session Initiated Protocol (SIP) that provides transparent failover and increased reliability at branch locations. Enhancements to the Telecommunications Infrastructure have reduced the organization’s total cost of ownership by at least 20%; Awarded the 2009 Nemertes PilotHouse Top Innovator Award in the areas of Unified Communications and Voice over IP (VOIP).