Simon Fear

Providing professional RFP and chatbot consulting services to the telecoms and IT industry. Creating, managing, and innovating responses to RFPs with ease and confidence. Assisting both prospects and vendors create consice, easy to consume and reference responses. I have worked with leading telecoms and IT companies in the UK and abroad, delivering high-quality and successful proposals. Included in my position are RFP writing, editing, review, coaching, consulting, training, chatbot and knowledge bot integrations and journey mapping. I also use the latest tools and technologies including AI integrations to streamline and optimise the RFP process.

• Specialised in Conversational AI, delivering complex demonstrations, including integration with all social media platforms, Open AI and API integrations, complementing CM.com portfolio products.
• Demonstrated understanding of customer needs and pain points, delivering personalized demonstrations to communicate value of CM.com portfolio.
• Successfully responded to RFPs/RFIs/RFQs and created Statement of Works (SOW).
• Established collaborative partnership with sales and marketing teams to showcase latest developments and provide valuable updates to existing clients on roadmap items. .
• Engaged with various vendors to develop client recommendations, cross-selling, and upselling solutions.
• Led effective demonstrations, resulting in customer trial experiences or sales.
• Managed relationships with different business units, third-party vendors, and end-users.
• Pivotal driver in crafting Sales and Customer Service report, offering recommendations for sales improvement.
• Defined enterprise processes and best practices and tailored enterprise processes for applications.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Proved successful working within tight deadlines and fast-paced environment.
• Provided professional services and support dynamic work environment.

• Created and presented complex client demonstrations, including video recordings, to illustrate clients' pain points and solutions. - Implemented 3rd party applications, including helpdesk ticketing systems and CRM applications.
• Prioritised enhancing customer experience, as primary driver set standards within Genesys Solutions team for quick turnaround of complex RFPs and RFIs, and support Go-to-Market Team, Technical Architects, Internal Business Units, and Sales Specialists.
• Collaborated with vendors including Microsoft, Salesforce, SAP, Zendesk to develop client recommendations, cross-sell, and upsell solutions.
• Executed effective demonstrations, leading to customer trial experiences or sales.
• Evangelised for updated Genesys portfolio products following introduction of new features or updated specifications.

• Responded to specific customer requests, including RFP responses and industry-specific solutions. Presented technical presentations to clients to explain product features and benefits.
• Focused on enhancing customer experience, ensuring quick turnaround supporting Go-to-Market Team, Technical Architects, Internal Business Units, and Sales Specialists.
• Engaged with various vendors to develop client recommendations, cross-sell, and upsell solutions.
• Collaborated with Marketing and Sales functions to formulate and execute effective marketing plans.
• Drove initiatives to win new business and developed roadmaps aligned with client requirements.
• Strengthened relationships between Avaya, Genesys, Westcon, and third-party vendors.
• Redesigned products to meet goals of clients and company.

• Collaborated with clients to determine project specifications and scope.
• Developed network and system architecture according to business needs.
• Provided current best practices and third-party solution alternatives when necessary for functional design documentation.
• Provided technical leadership to team members during system design.
• Reviewed clients' overall app and infrastructure estate, business priorities and success criteria to design transformation plans.
• Developed an understanding of the Avaya Aura and Genesys portfolios (PureEngage and PureCloud). - Secured new business, retained clients by driving innovation, and created roadmaps that met client requirements.
• Cultivated relationships between Avaya, Westcon, and third-party vendors.
• Designed technical architectural frameworks for company systems and recommended new technologies and tools.
• Developed reusable components and subsystems for technical architecture, ensuring they met performance and security requirements.

• Developed Avaya Aura solutions for clients in public, financial, and insurance sectors.
• Leveraged in-depth understanding of Avaya Aura to create proposals and led team in planning, design, and implementation.
• Formulated strategic plans for component development to sustain future project objectives.
• Collaborated with Business Analysts, Developers, and Technical Support Teams to define project requirements and technical specifications.
• Designed, developed, and managed web-based applications, databases, network accounts, and programs.
• Maintained current and in-depth understanding of business processes, needs and objectives.
• Worked with developers and engineers to realize technological solutions.
• Contributed heavily to product development lifecycle of both back-end and customer-facing solutions.
• Broke down technical ideas and issues into non-technical terms for business executives.
• Participated in weekly meetings with client to discuss project direction and milestone achievement.
• Mentored team, sharing skills and expertise and encouraged each member to bring forward ideas and suggestions for improvement.
• Communicated software architecture strategies to senior leadership and third-party business leaders.

• Supported Avaya solutions for clients in public and private sectors, covering Communication Manager, System and Session Manager, Call Recording, Reporting and Call Logging, as well as third-party CRM and CTI solutions.
• Wrote, reviewed and edited technical document in accordance with template requirements.
• Prepared action plans for problematic processes and assets.
• Developed work plans for various personnel roles based on strengths and talents.
• Managed relationships with different business units, third-party vendors, and end-users.
• Developed customer service metrics for reporting purposes.
• Key role in creating Sales and Customer Service report on sales improvement recommendations.
• Attained relevant qualifications at my own cost to get role.

• Conducted product demonstrations to highlight features and redirect objections to positive aspects.
• Developed strong rapport with customers and created positive impression of business.
• Built customer loyalty and retention by delivering results.
• Listened to customer needs and desires to identify and recommend optimal efficiency of outbound solutions .
• Conducted site visits to provide support on call, consultancy, implementation, and training for Avaya Proactive Contact Solution.
• Demonstrated value and ROI of solution, managed complex systems integration, and reduced system downtime to avoid client revenue losses.
• Advised clients of latest Ofcom regulations, tailoring clients configuration to meet regulations.

• Designed and prepared technical presentations and recommended solutions for client issues.
• Coordinated with customers and resolved all technical issues and prepared documents.
• European travel to customer locations to resolve issues onsite
• Team leader of engineering resource at JP Morgan Blackfriars managing UK estate with team of 8 engineers
• Provided support for top 10 Avaya clients across Europe
• Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
• Provided guidance and mentored less-experienced staff members.