WEM CONSULTANT

Alec joined Darling Solutions Ltd as Principal Workforce Engagement Management Consultant in 2019 as the lead contact centre telecommunications technology specialist, with a focus on the Verint, Calabrio & injixo products.

Alec is an associate consultant with the planning & quality communities of best practice at contact centre experts The Forum and works with the team at Avocado55 as a WEM consultant, where he leads the Avocado Optimize WEM advisory service.

Before that, Alec was a Senior Architect with Genesys EMEA, supporting their clients all over the world with their Workforce Optimisation challenges. He worked closely with the Genesys development team in designing the UI for the next generation of Genesys WFM products, as well as worked on the integration of Genesys with Interactive Intelligence.

He was third line technical support desk leader at Sabio throughout 2018 and before that worked all over the world as a WFO consultant with Sabio & IP Integration. He has worked with a variety of clients in all industries & verticals, helping them solve their workforce optimisation challenges.

With 25 years of operational Verint & Avaya Workforce Management, Quality Monitoring, Performance Management, Real Time Traffic Management & Routing experience, Alec is well placed to bring his down-to-earth, pragmatic approach to your business or project.