Phillip H Slaughter
11190 Highway 100
Toone, TN 38381-7936
1 (731) 658-7968
e-mail: orchids@usit.net
Education
MBA in Marketing & Finance
University of Georgia, United States of America, 2008
60+ hours completed toward a PhD in Computer Science
University of Alabama in Huntsville, United States of America
BS in Physics & Mathematics
Texas Christian University, United States of America, 1970
Language skills English Fluent
German Basic
Professional experience
Profile Mr. Phillip H. Slaughter is an IBM Certified Managing Consultant and IT
Specialist, most recently on the Sprint/NEXTEL Contract in the AMS Division of
IBM Global Business Services. He has both technical and business consulting
credentials as well as WebSphere IVR platform development and support skills. He
has over thirty-eight years experience in multiple areas of IT, including
WebSphere Voice Response and WebSphere Voice Systems Development and Platform
Support Consulting, Customer Relationship Management (CRM), Computer Telephony
Integration (CTI), Interactive Voice Response (IVR), Project Management, Software
Engineering, and Commercial Applications Design/Development on multiple hardware
platforms. For the last thirteen years, he has concentrated on Contact Center
optimization via CRM requirements gathering for hardware/software/process
optimization on a variety of CTI/telephony switch platforms as well as
installation, testing, and debug of WebSphere Voice Response and WebSphere Voice
Server for AIX and Windows 2000, including Custom Servers utilizing IBM MQ Series
and Genesys. He has been a Project Manager over the years, as well as having
written multiple technical articles for well known computer publications. He has
acted as an IVR/CTI Consultant to C-Level Executives for a Local Exchange Carrier
and a Telephony Switch Manufacturer.
Key skills
Industry Expertise: Banking, Insurance, Energy, Consumer Packaged Goods /
Wholesale, Health Care, Telecommunications, Manufacturing, Air Freight,
Aerospace, Public, Government
Process and Functional Skills: Customer Relationship Management, Interactive
Voice Response, Computer Telephony Integration, Contact Center Assessments,
Implementing Shared Services, Systems Integration, Corporate & Operations
Strategy, Business Process Re-engineering, Contact Center Architecture, Solution
Architect, Application Development, Project Manager, Software Development
Packaged Applications: Genesys Framework, Genesys Routing & Reporting, Genesys
Foundation, WebSphere Voice Response, WebSphere Voice Server, Visual Studio,
Jbuilder, Power++, VisualCafe, Rational Unified Process (UML), Rational
RequsitePro, Rational Rose, Rational Portfolio Manager, Primavera P3
Technical Skills: Rational Unified Process (UML), Harris 20/20 Tandem Switching
System, Vantive VBA Version 7.0 (PeopleSoft), Java, C, C++, Visual Basic 4.0–6.0,
VBScript, COBOL, Pascal, FORTRAN, DBL & DIBOL, WebSphere (VoiceRexx, State Tables
& 3270 Scripts), JavaScript, HTML, SEPG, CMM Level II, MS SQL Server 4.5-7.0,
ORACLE 8.0, FoxPro, DB/2, Microsoft Office Suite, and Visio.
Key courses and training
Use Case Modeling for CRM Requirements Team Leaders
CCO 202 Self Service
CCO 201 Diagnostic
Cisco ICM
IPCC BootCamp
Genesys Framework
Genesys Foundation
Genesys Routing & Reporting
Career history
02/2001 - 04/2009 IBM, United States of America, Various
Managing Consultant/IT Architect/IT Specialist
Mr. Slaughter managed several successful WebSphere Voice Response/WebSphere
Voice Server Engagements, Contact Center Architecture Assessments, and
participated as a team member on several other assessments. He not only acted as
Project Manager, Technical, and/or Development Lead, but also was successful in
delivering over $2.15 Million in incremental hardware, software, and Professional
Services revenue to IBM in 2003 and 2004. He performed as an expert facilitator
for multiple engagements, gathering requirements and identifying processes and
procedures for implementing Siebel and other technologies for clients. Mr.
Slaughter was a participant in multiple successful responses to proposals and
developed multiple statements of work for expanding revenue from existing
clients.
03/1998 - 02/2001 FedEx Express - Air Freight Carrier, United States of America,
Memphis, TN
Technical Business Advisor
Mr. Slaughter provided technical and business expertise to the Customer
Service, Technology Product Management, Research and Development organization for
the selection and requirements definition phases of the CRM implementation of the
company’s Contact Center of the Future He was the Team Leader 1) for defining the
Computer Telephony Integration (CTI) requirements necessary to customize and
integrate the Clarify CRM product, with the Nortel Symposium ACD, and the Cisco
(GeoTel) network routing product; 2) for evaluation and selection of the
Automatic Call Distributor (ACD) to be used in the Contact Center of the Future;
and 3) for the definition of requirements for the Multi-Channel environment;
E-Mail, Web, Fax, and Phone. He championed the use of IP-Multicast as the most
cost and time efficient means to deploy training content to all Contact Centers
and was a mentor to various individuals who were developing processes and
procedures necessary to bring the organization to CMM (Capability Maturity Model)
Level II, including the areas of Configuration Management and Change Control.
04/1997 - 03/1998 Caterpillar Remanufacturing - Heavy Equipment Manufacturer,
United States of America, Corinth, MS
Industrial Applications Consultant
Mr. Slaughter provided various applications development - consulting services
to the group within the company which developed the majority of the Financial and
Cost Management applications for the entire corporation. He successfully fully
debugged multiple enterprise financial applications developed by a national
consulting company, when they did not perform as designed.
08/1994 - 03/1998 Digital Telecommunications, Inc. (DTI) - Telephone Switch
Manufacturer, United States of America, Jackson, TN
Director of IVR Development
Mr. Slaughter worked closely with C-Level Executive Management to define the
IVR strategy for the company. He was in charge of the design, development,
implementation, and testing of various IVR applications, such as a
state-of-the-art Voice/FAX Mail System and led the Testing Group in testing the
IVR applications and other switching systems developed by the company. The
Voice/FAX Mail System was successfully deployed to more than a dozen upscale
apartment complexes nationwide.
07/1992 - 08/1994 RD&J Communications, Inc. - Regional Long Distance Carrier,
United States of America, Myrtle Beach, SC
Director of IVR Development
Mr. Slaughter worked closely with C-Level Executive Management to define the
IVR strategy for the company. He was in charge of the design, development,
implementation, and testing of various IVR applications, such as a
state-of-the-art Voice/FAX Mail System, Prepaid Calling Card System (Debit Card),
and an Audio Text System and he led the Testing Group in testing the IVR
applications. The Voice/FAX Mail System was the first such prepaid system and was
successfully deployed in an elite Summer Camp environment targeted at wealthy
international campers.
03/1982 – 02/2001 Systems Solutions, Inc. – Personal Services Corporation,
United States of America, Various
Founder/Consultant
Under Systems Solutions, Inc. umbrella, Mr. Slaughter developed Prepaid Voice
Mail System & Prepaid Calling Card System software, which was later licensed to
RD&J and DTI. He also developed a package of software for medical office
management. In addition Mr. Slaughter was a consultant to various companies on
government, military, aerospace, mainframe computers, electronics, medical
systems, food & beverage, pulp & paper, and process control applications (AVCO
Electronics, IBM, Rockwell International MSD, SCI Systems, GE Medical Systems,
Bell Aerospace, GEC Avionics, Coke Cola, Georgia Pacific), developing
applications and embedded systems in assembly, FORTRAN, EDX/EDL, C, DIBOL.
09/1989 – 08/1990 Ernest Telecom – Pay Telephone Manufacturer, United States of
America, Norcross, GA
Engineering Manager
Mr. Slaughter managed the engineering staff and developed embedded systems for
intelligent pay telephones “Bong in a box”. Applications developed in C.
Other relevant information
Publications Slaughter, Phillip H.: MS-DOS RIDES THE Q-BUS, Ziff-Davis
Publishing, in: Digital Review, 1985
Slaughter, Phillip H.: To SYSROM or Not to SYSROM, Texas Instruments, in:
DirecTions, 1985
Slaughter, Phillip H.: On the Air - Electronic Communications on the TIPC, Texas
Instruments, in: DirecTions, 1985
Slaughter, Phillip H.: A Churchill, A Bernoulli, and A Persyst, Texas
Instruments, in: DirecTions, 1985
Slaughter, Phillip H.: An Alternative to MS-DOS, Texas Instruments, in:
DirecTions, 1985
Slaughter, Phillip H.: From DIBOL to Softbol, Texas Instruments, in: DirecTions,
1984
Slaughter, Phillip H., et al: Earth Orbital Teleoperator Systems Evaluation,
1978 Year End Report, NASA/MSFC Contract Number NAS8-31848, in: NASA/MSFC
Internal Publication, 1979
Slaughter, Phillip H.: Indexed Sequential Random Files for The TRS-80,
McPheters, Wolfe & Jones, in: Interface Age, 1979, ISBN/ISSN 0147-2992
Slaughter, Phillip H., et al: Earth Orbital Teleoperator Systems Evaluation,
1977 Year End Report, NASA/MSFC Contract Number NAS8-31848, in: NASA/MSFC
Internal Publication, 1978
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