markdoyleeagle@gmail.com

eGain Communications 17/08/2014 - 19/02/2025

Project Manager II

Led concurrent CCaaS, knowledge, and analytics programmes for global clients including HMRC, Barclays, BT, Nationwide, NH Hotels, Bosch, and Cathay Pacific. Delivered AI-powered solutions that improved agent efficiency, boosted FCR, and increased customer satisfaction - aligned with eGain benchmarks of up to 95% successful searches and typical 15% uplift in CSAT. Reduced client training time by up to 4 weeks, deflected inquiries at scale, and supported legacy system retirement - driving faster onboarding and cost savings. Trained and delivered enterprise-wide rollouts of eGain’s AI Knowledge Hub across 1000s of users, enhancing multilingual support and virtual assistant success rates. Integrated platforms with CRM and contact centre ecosystems, enabling real-time knowledge access and increased self-service adoption. Contributed to eGain’s recognition as a Gartner “Visionary” through successful delivery of transformation programmes across sectors including financial services, telecoms, utilities, travel, and e-commerce. Managed project to implement Netsuite, configured to streamline use with Professional Services function, ensured stakeholder alignment throughout rollout, driving adoption, data integrity, process optimization, and then acted as ongoing point of contact for team queries and reporting. Oversaw planning, resource alignment, and delivery across portfolios, resolving dependencies and managing risk, compliance, and integration. Managed UK and offshore teams, motivating project managers and technical resources to deliver high-impact outcomes. Ensured governance and regulatory compliance (including data protection and security) across all programmes. Built strong stakeholder relationships, ensuring clear communication and expectation management across concurrent initiatives.