Kenny Christopher serves as the Principal Contact Center Architect at CenturyLink, where he leverages over 25 years of extensive experience in technology and transformation to drive innovation and efficiency within the organization. His current role is pivotal in analyzing the intricate requirements of various stakeholders,...
Kenny Christopher serves as the Principal Contact Center Architect at CenturyLink, where he leverages over 25 years of extensive experience in technology and transformation to drive innovation and efficiency within the organization. His current role is pivotal in analyzing the intricate requirements of various stakeholders, including Business Units, Vendor Partners, IT, Network, Corporate Security, and Legal teams. By synthesizing these diverse needs with the latest solutions available in the marketplace, Kenny is responsible for designing, delivering, and evolving a robust contact center platform that is secure, stable, scalable, manageable, and fault-tolerant.
Kenny's expertise in contact center architecture is complemented by his deep understanding of infrastructure security and compliance, particularly in relation to PCI standards. He has played a critical role in implementing multi-year architectural roadmaps that not only enhance operational productivity but also align with the strategic goals of CenturyLink. His proficiency in technologies such as VoIP, Genesys, Avaya, IVR, and CTI enables him to create seamless interaction routing and processing solutions that elevate customer experience.
Key projects under Kenny's leadership include the integration of advanced contact center technologies that optimize capacity management and planning, ensuring that CenturyLink remains at the forefront of industry standards. His ability to navigate complex technical landscapes while maintaining a focus on business outcomes positions him as a thought leader in the field. As he continues to evolve the contact center platform, Kenny Christopher is committed to fostering an environment of innovation that drives profitability and enhances service delivery for CenturyLink's diverse clientele.
