Kerry Bowley, Senior Product Manager, Customer Contact Center, Rackspace
Kerry O. Bowley is a Senior Product Manager of Contact & Support Center Applications at Rackspace. She directs the work of over 40 technologists who build, integrate and maintain complex systems that serve a diverse b2b customer base leveraging Managed Cloud, Private Cloud, On-Prem, and Virtual Platforms. As Contact Centers move toward SAAS solutions, opportunities for internal product development are in the gaps between best in class Service & Support applications. Ms. Bowley identifies gaps that are customer experience differentiators and with her engineering team, builds solutions that bridge the divide.
Recently Ms. Bowley and her team enabled the roll out of Amazon Connect to 1400 agents with the development of a native softphone app for AWS Connect that integrates with proprietary ticketing and CRM tools. She is committed to extensive collaboration with engineering partners, this collaboration encourages creativity, agility, innovation and rapid prototyping. Ms. Bowley was a featured speaker at 2018 AWS re: Invent, https://www.youtube.com/watch?v=bjb3uG9yrtI. Other programs she has championed include integrating workforce management, Global Search Platform reduced time identification and verification workflow by 125%, Billing System integration (Oracle BRM abstraction layer) with proprietary internal software applications reducing time to serve by 100%.
Ms. Bowley is a firm believer in process improvement at home and work, her 3 sons can attest to this as they have witnessed her speaking to many fast food managers about process “opportunities” for their operations. When freed from her innovation responsibilities Ms. Bowley enjoys cooking, reading, golf, air hockey, and driving her swagger wagon back and forth to various sporting, band and choir events.