GANNON BROWN
Lee's Summit
Summary
Highly accomplished CX Transformation Leader with extensive experience leading end-to-end customer experience initiatives and driving significant business growth. Proven expertise in designing and implementing innovative CX strategies. Adept at selling complex, high-value solutions to global clients, translating strategic vision into tangible results, and delivering measurable improvements in customer satisfaction, loyalty, and revenue through data-driven and AI-powered approaches.
Overview
30
30
years of professional experience
Work History
Director, CX/EX Transformation
Avaya Communications
Morristown, New Jersey
01.2016 - Current
- Drove transformational engagements for strategic and global customers. Deep competitive product experience within multiple vertical markets including solutions, planning, implementation and operational background. Provide high-level and detailed consultative solutions, technical and sales support for selected strategic and global account opportunities.
- Facilitated cross-departmental collaboration to produce white papers that addressed key industry challenges, driving innovation and enhancing the company's reputation.
- Work to identify and close Avaya's largest and most complex sales engagements, leveraging Avaya's entire portfolio of solutions, services, and partnerships
- Identify complex business needs and develop transformational solutions that require full integration with the company's strategies.
Senior Principal Solutions Consultant
Genesys
Daly City, California
01.2014 - 01.2016
- Established a collaborative environment among cross-functional teams, leading to innovative solutions that addressed complex client needs and strengthened long-term partnerships.
- An active member of the management team providing leadership in creating technical architectures and seen as a leader in the Global Requirement Integration Process. Direct AE's, SE's and partners on opportunity qualification and positioning of emerging and ramping solutions, including developing content for solutions and methodology.
- Deep competitive product experience within multiple vertical markets including solutions, planning, implementation and operational background.
Senior Corporate Consulting Engineer
Avaya Communications
Santa Clara, California
01.2010 - 01.2014
- Accountable for working with account teams in the development of sales strategies, identification of vertical industry relevance, and creation of customer specific value propositions. Perform a primary engagement role with the customer to define success criteria and validate project results.
- Continually gather product requirements and submit findings to Engineering and Product Marketing to drive Company business requirements. Mentor and/or provide consultative support to other team specialists and other less experienced Systems Engineers.
- Thoroughly understand and articulate Avaya’s Architectures and Services and understand business requirements for customer base and be able to translate them into technical requirements.
Lead Sales Engineer
Qwest Communications
Denver, Colorado
01.2007 - 01.2010
- Provide complete Pre-Sales design and engineering support for all Qwest products. (500+products) Worked directly to achieve top 1 percent of sales nationally 3 consecutive years. Establish relationships with technical and business decision makers to drive increased sales. Work directly with channel partners to drive increased customer opportunity.
Senior Director, Contact Center Infrastructure
Asurion
Nashville, Tennessee
01.2005 - 01.2007
- Optimized telecommunications infrastructure, achieving a 30% reduction in operational costs within 6 months by negotiating vendor contracts and streamlining services. Architected and built 5+ new Contact Centers globally within 12 months, enhancing operational efficiency and customer engagement through innovative design. Enhanced vendor collaboration, resulting in improved service delivery and a 15% increase in operational efficiency through strategic negotiation and relationship management.
Director, Converged Voice Communications and Call Center Infrastructure
lock\line
Kansas City, Missouri
01.2004 - 01.2005
- Accountable for all aspects of the contact center voice infrastructure. Managed a diverse group of voice and data engineers and architects throughout the US. Determine opportunities for call flow automation; implement and design appropriate IVR solutions. Continuous Process Engineering to identify and correct work flow.
Enterprise Voice Communications Manager
DST SYSTEMS, INC.
Kansas City, Missouri
01.2003 - 01.2004
- Established worldwide technology footprint. Supported the voice infrastructure for 25 call center locations worldwide. Responsible for all technical design and implementation. Maintain and foster positive business partnerships with internal and external clients.
Manager, Telecommunications
Lockton Companies
Kansas City, Missouri
01.1996 - 01.2003
- Assure the integrity of all corporate telecommunication systems and services. Maintain relationships with vendors. Establish National accounts to insure lowest possible usage charges. Successfully reduced costs by 30%. Performed administration and programming for all company telecommunication systems throughout the United States.
Education
Bachelors - Industrial Psychology and Economics
The University of Kansas
Lawrence05-1995
Skills
- Business process optimization
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
Websites
Timeline
Director, CX/EX Transformation
Avaya Communications
01.2016 - Current
Senior Principal Solutions Consultant
Genesys
01.2014 - 01.2016
Senior Corporate Consulting Engineer
Avaya Communications
01.2010 - 01.2014
Lead Sales Engineer
Qwest Communications
01.2007 - 01.2010
Senior Director, Contact Center Infrastructure
Asurion
01.2005 - 01.2007
Director, Converged Voice Communications and Call Center Infrastructure
lock\line
01.2004 - 01.2005
Enterprise Voice Communications Manager
DST SYSTEMS, INC.
01.2003 - 01.2004
Manager, Telecommunications
Lockton Companies
01.1996 - 01.2003
Bachelors - Industrial Psychology and Economics
The University of Kansas