Huw Jones
About Huw Jones
Huw Jones is a Senior Solutions Consultant at Verint Systems Inc. with over 20 years of experience in workforce management, focusing on optimizing staffing strategies to improve customer service.
Current Role at Verint Systems Inc.
Huw Jones currently serves as a Senior Solutions Consultant at Verint Systems Inc., a position he has held since 2005. In this role, he focuses on closing the Engagement Capacity Gap by developing optimized staffing plans that aim to enhance customer service. He leads a specialist consulting team in the EMEA region, dedicated to optimizing Verint's workforce management solutions. His extensive experience allows him to advocate for smarter staffing strategies that involve multi-skilled employees across contact center and back office operations.
Previous Experience at Verint Systems UK Ltd.
Prior to his current role, Huw Jones worked at Verint Systems UK Ltd. as the Manager of Solutions Consulting from 2018 to 2021. During this three-year tenure, he contributed to the development and implementation of solutions that addressed workforce management challenges. His experience at Verint has equipped him with insights into customer behavior and staffing strategies, which he applies in his current consulting role.
Career Background in the Industry
Huw Jones has over 20 years of experience in the industry, having held various positions that reflect his expertise in product management and marketing. He worked at Blue Pumpkin as a Pre Sales Consultant/Product Manager from 2003 to 2005 and as an International Product Manager from 2001 to 2003. His earlier roles included positions at Mitel, where he served as a Product Marketing Manager and Business Solutions Consultant. His career has witnessed significant changes in customer behavior and staffing strategies.
Education and Qualifications
Huw Jones studied Engineering and Communications at the University of Plymouth. His educational background has provided him with a solid foundation in technical and communication skills, which he has applied throughout his career in various roles. He also attended Duffryn High School, where he began to develop his interest in engineering and technology.
Expertise in Workforce Management
Huw Jones emphasizes the importance of digital contact, robotics, and self-service in modern workforce management. His focus on these areas reflects a commitment to adapting to the evolving landscape of customer service. He advocates for the integration of technology in staffing strategies to improve efficiency and service delivery in contact centers.