Project Summary
Faced with aging infrastructure and unsupported software, the business initiated a strategic overhaul of its on-premise Contact Centre platform. As Technical Lead and Implementation Engineer, I led the transition to Netcall’s cloud-based Converse CX solution - delivering a scalable, future-proof system now supporting multiple operational teams across the organisation.
This wasn’t just a technical upgrade, it was a transformation in how teams communicate, collaborate, and serve internal and external stakeholders. I drove the internal delivery, liaised with third-party providers, and went above scope to ensure every team was trained, supported, and empowered to succeed.
Problem
The legacy Contact Centre system was no longer fit for purpose:
- Hardware was end-of-life and incompatible with modern software updates.
- Operational inefficiencies and fragmented support workflows hindered service delivery.
- Teams lacked visibility, flexibility, and modern reporting capabilities.
The challenge: implement a cloud-native contact centre solution that could unify communications, support hybrid working, and scale across diverse teams without disrupting day-to-day operations.
This transformation affected 5 departments, 10 operational teams, and 85 users-each with distinct workflows, service expectations, and communication needs. The solution had to be robust, adaptable, and intuitive enough to support a wide range of roles and responsibilities across the business.
My Role & Contributions
As Technical Lead, I owned the internal delivery and integration of Converse CX across the business. My responsibilities included:
- End-to-End Implementation: Coordinated rollout across multiple departments including service, finance, infrastructure, and customer support.
- Third-Party Liaison: Acted as the bridge between internal stakeholders and Netcall, ensuring technical requirements were met and customisations delivered.
- Training & Enablement: Delivered over 10 tailored training sessions to more than 50 users across the 85-strong rollout, including walkthroughs, Q&A clinics, and reporting workshops.
- System Customisation: Configured reporting dashboards, and email workflows—often exceeding initial scope to meet evolving team needs.
- Support & Ownership: Provided ongoing support post-launch, becoming the de facto System Owner and trusted point of contact for troubleshooting and optimisation.
Timeline Highlights
- Feb-Mar 2025: Setup, training, and phased go-lives across business units.
- April-May 2025: Reporting configuration, chatbot/email functionality meetings, and support group creation.
- June-Aug 2025: Lessons learned session and continued user support.
Weekly Monday/Friday meetings ensured momentum and alignment throughout the rollout.
Impact & Outcomes
- Successful Rollout: Converse CX is now live across all targeted teams, with minimal disruption and strong user adoption.
- Process Improvement: My role influenced future project management practices, with recommendations to always assign a System Owner who understands both technical and business needs.
- Behavioural Recognition: During the Lessons Learned session, my contribution was formally acknowledged.
“Bruce was very helpful with training and the many queries that he had to deal with from the teams throughout the implementation phase.”
Interested in how this was delivered?
