Salvador Millan

Back in 1999, I joined Sitel where I worked as a Telecom Technician. We administered different vendor ACDs, IVRs and a Melita dialer. Among other responsibilities, I was assigned to maintain the dialer. I learnt a lot those days and built a good relationship with the supplier. December 2000, I was offered to join Aspect (Melita at the time) as one of our customers (Citibank) requested local professional services support in Spain. Aspect is a leading provider of Contact Center solutions and services (www.aspect.com). Major companies manage millions of customer interactions daily using our products. For the next couple of years, I worked as a Field Service Engineer, and I was based in Paris. It was a period where I traveled across Europe and a few countries in Africa deploying our dialer solution. Employee training was imparted in the U.S. Late in 2002, I returned to Spain when the company decided to set up an operational structure in the country. I was the only technical resource in the team so, during this period I was doing implementation, support, training, consultancy and project management for our local customers and partners. I even worked with customers in the LATAM region! Mergers and adquisitions were happening those days and the company name changed a number of times (Melita, eShare, Divine, Concerto and finally Aspect). This brought new solutions to our portfolio (to name a few: ACDs, IVR, Recording, Lists Management, Voice Portal, Social Interactions...) that I deployed/supported for our customers. The company started to focus in one brand new "All in One" solution named Unified IP (Emsemble Pro at the time). This was a great opportunity to expand my knowledge. Late 2000s, the Mainland Europe structure changed and I started reporting to the Professional Services team in Germany. Lots of new projects, customers and countries where we installed our products. Fast forward to 2014. I got involved in Aspect's fraud detection solution in the Cloud (Verify). I started supporting this product for our customers from a Professional Services perspective. As I was mainly working for UK customers at the time, I got an offer to move to the UK Professional Services organisation. Today, I am a member of the Aspect EA Provisioning Team, where we are dedicated to helping our customers to embark Aspect Cloud solutions (Hosted and VIA) and we are responsible for the on-premise installation of Aspect legacy products. Last couple of years, I have also enhanced my knowledge and skills in Aspect's Workforce Management product.