Kurt Hamm
Technology, Business, and Security
Welcome! I'm Kurt Hamm, a seasoned IT strategist dedicated to leveraging technology to streamline operations and enhance productivity across a variety of industries. With decades of experience in Information Technology, Contact Center Solutions, and Information Security, my mission is to empower organizations and their leaders with the tools they need for true technological self-sufficiency. By focusing on reducing friction and facilitating innovation, I help transform customer and constituent experiences, placing the power of technology directly into the hands of those who use it. Join me in exploring how we can transform your operational challenges into opportunities for growth and efficiency.
Experience
June 2022 - Present
Senior Principal at VoiceFoundry
September 2021 - June 2022
Specialist Leader at Deloitte Consulting L.L.P
May 2020 - September 2021
Chief Administrative Officer at SC Dept. of Employment and Workforce
March 2019 - May 2020
Senior Cloud Consultant at NTT Data, Inc
September 2015 - March 2019
Sr. Program Manager at South Carolina Deparetment of Employment and Workforce
April 2013 - September 2015
Deputy Director and Chief Information Officer at South Carolina Department of Revenue
October 2012 - February 2013
Director of Information Technology (US) at Concentrix Corporation
September 2005 - October 2012
Director of IT and Regional Director of Telephony at Time Warner Cable
October 1985 - October 1995
Intelligence Analyst (96B at US Army National Guard
Education
2021
University of Louisiana, Shreveport | MBA (Concentration in Project Management)
1996
University of South Carolina| B.S. - Business Administration (Finance)
Accomplishments
Practical Application of AI
Developed a multi-modal Voice Bot utilizing GenAI, NLP, and Machine Learning to enhance user interaction through both voice-driven and chat-based conversations. This technology efficiently guides users through web forms and gathers information to perform actions. Utilized the collected data to create case records via API calls to a Computer-Aided Dispatch system, demonstrating innovative application of AI to streamline complex processes.
Crisis Response and Digital Transformation
As the Chief Administrative Officer at the South Carolina Department of Employment and Workforce during the pandemic, I managed IT and multiple departments, enhancing our responsiveness to unprecedented challenges. I upgraded our Nice inContact system to improve remote services and secured key contracts to expand our workforce rapidly. Furthermore, I implemented Salesforce to optimize constituent case management and introduced a mobile app, significantly enhancing accessibility and support for our constituents in critical times
Contact Center Modernization and Multi-State System Implementation
At the South Carolina Department of Employment and Workforce, I led a pivotal modernization of their contact center using the Nice inContact platform, integrated with the mainframe-based tax system, boosting service delivery and efficiency. I also managed the SCUBI project, a multi-state initiative to develop a cloud-native tax processing system. My guidance was crucial in deploying this adaptable technology, which was vital during the pandemic, enabling rapid scaling of operations to meet increased demands, showcasing the resilience and foresight of our solutions.
InfoSec and Enterprise Software
As CIO of the South Carolina Department of Revenue, I led the response to a high-profile data breach by overhauling our security systems and protocols. Shifting away from custom software, I spearheaded the selection and implementation of Fast Enterprises' Gentax system through a rigorous RFP process. This robust solution was rolled out on schedule and within budget, significantly enhancing our operational efficiency and expanding services for businesses and individuals alike, ushering in a new era of service delivery.
Operational Consolidation
For a prominent Cable TV and Internet provider, I orchestrated the implementation of a cutting-edge natural speech computer service infrastructure, utilizing Avaya and Nuance technologies. This initiative replaced multiple isolated phone systems with a unified solution, streamlining contact center operations across the organization. The consolidation not only led to significant cost savings but also elevated the customer support experience by introducing consistency and modernized interaction capabilities.
Strategic Modernization
At a leading environmental services company, I spearheaded a critical project that transformed their financial systems infrastructure. I managed the migration from an outdated mainframe-based accounting system to a modern PeopleSoft platform. This strategic move not only modernized their operations but also successfully mitigated all potential Y2K deficiencies, ensuring the company was well-prepared for the new millennium with enhanced functionality and reliability.
These are some apps that I created to help me in my work.
CallVol is a Python-based application designed to estimate monthly call volume using advanced Erlang calculations. By inputting various assumptions such as average call duration, the number of available agents, expected call arrival rates, and desired service levels, CallVol provides accurate projections of call volume for contact centers. This tool is ideal for capacity planning and staffing decisions, helping businesses optimize resources and enhance customer service efficiency. With CallVol, users can make data-driven decisions based on robust telecommunication models used for traffic engineering.
WFMData is a demo tool designed to showcase the functionality of Amazon Connect’s Scheduling and Forecasting capabilities. It allows users to input a set of assumptions to generate realistic historical call volume data. This simulated data serves as a seed for demonstrating how Amazon Connect can accurately forecast and schedule workforce resources. WFMData is ideal for illustrating how contact centers can optimize staffing based on historical trends, providing a practical, hands-on example of the benefits of advanced workforce management.
Kurt Hamm
404 Error: Competitors Not Found
© 2023 Kurt Hamm. All Rights Reserved.
Privacy Policy
Legal Notice
We need your consent to load the translations
We use a third-party service to translate the website content that may collect data about your activity. Please review the details in the privacy policy and accept the service to view the translations.