Sinead Aylward, Senior Director , Johnson Controls
Sinead Aylward has been working in the Telecommunications and IT industry since multiplexers carrying TDM calls within corporate networks were considered cutting edge. Luckily for Sinead, the technology has evolved significantly over the course of her career and she has been fortunate to have delivered game changing technologies to a variety of Enterprises including Lucent Technologies, UBS and Adtalem Global Education.
In 2016, Sinead did her first Cloud Contact Center migrations for Adtalem Global Education and realized the transformational power of modern, cloud first technology for brands such as Chamberlain University, Becker, Ross University School of Medicine, Ross University School of Veterinary Medicine and American University of the Caribbean School of Medicine. Doubling down on this, she moved to Endurance Vehicle Protection in 2018 to transform the business processes of Sales, Customer Service and Claims using cloud Contact Center technologies including Workforce Management, Quality Management and Analytics. For fun, she spends time on Reddit learning how some agents claim to cheat in their contact Center roles and finding the best data to expose this in reporting. In her current role as Senior Director of Contact Center Platforms at Johnson Controls, Sinead leads the global transformation of the customer contact experience.
