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Jason Daugherty

@jasondaugherty

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Senior Consultant at TTEC Digital implementing NiCE contact center technologies and training clients to maintain them.

United States

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At TTEC Digital, I lead implementations and ongoing management of NiCE contact center technologies, including IEX, CXone, and Interaction Analytics. I coordinate schedules with project managers, facilitate client meetings, and design build strategies.

I also train clients to maintain their systems and use data analysis to recommend process improvements.

At Aura, I led the enterprise WFM team and managed contact center technologies including Five9, Verint, IVA, and Clearview. I developed omni-channel routing and maintained a $15M CX department budget.

Earlier, at Ferguson Enterprises, I built a WFM department and led implementation of IEX. At AIG, I led global NICE IEX implementations, and at Farmers Insurance, I managed WFM operations, forecasting, and staffing.

Experience

Work history, roles, and key accomplishments

Current

Senior Consultant Technology Consulting

Current

TTEC Digital

Jan 2026 - Present (9 months)

Lead implementations and ongoing management of multiple NiCE contact center technologies, coordinating with project managers and facilitating client meetings. Design build strategies and train clients for ongoing maintenance.

NICE IEX NICE CXOne Customer Interaction Analytics Project Management Customer Training Data Analysis Process Optimization

Director Workforce Planning

Aura

May 2022 - Apr 2025 (2 years 11 months)

Spearheaded implementation and management of contact center technologies, developed omni-channel routing, and managed a $15M budget. Established standard operating procedures and led the enterprise WFM team.

Five9 Verint IVA Clearview Omni Channel Routing Budget Management Vendor Management KPI Reporting Team Leadership Workforce Management

Manager Workforce Management

Ferguson Enterprises

Sep 2017 - Sep 2021 (4 years)

Led enterprise-wide implementation of a new WFM system and built a WFM department from the ground up. Defined goals, established SOPs, and performed root cause analysis for process improvements.

IEX Genesys Workforce Management Team Building Training Mentorship Risk Mitigation Process Improvement

Workforce Management Application Engineer

AIG

Aug 2014 - Jul 2017 (2 years 11 months)

Led global implementations of NICE IEX across multiple centers, configured the platform, and provided on-site support and training. Participated in planning committees for WFM, NPM, and RTAM.

NICE IEX WFM NPM RTAM Forecasting Scheduling Intraday Management Capacity Planning Data Analysis

Manager Workforce Management

Farmers Insurance

May 2010 - Aug 2014 (4 years 3 months)

Managed all functions of the WFM team in a property and casualty contact center, including forecasting, scheduling, and daily operations. Oversaw budget, staffing, and creation of long-term forecasts.

Forecasting Scheduling Intraday Management Budget Management Staffing Statistical Analysis Database Management