Jay Hart
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Summary of Qualifications
Leadership and Communications
Business Process Improvement
Contact Center Technologies
Technology and Business Strategy
Information Security Governance
Enterprise Network Operations
Conflict and Issue Resolution
Program Management
Application Development
I have built a career helping business stakeholders communicate their functional needs and helping technology leadership understand and execute those business requirements. Combining business acumen with years of voice application and contact center technology experience has enabled me to build a reputation as a subject matter expert in various critical areas, including fraud/risk detection, authentication, and operationalizing the voice of the customer.
Experienced in working with project stakeholders to ensure that an architecture framework is developed that links strategy, business goals, and objectives with IT processes, standards, and assets.
Strong background in business process improvement and quality management (Six Sigma, TQM) and how they can be implemented and measured using information systems.
Adept in navigating multicultural environments and working in various diverse international organizations.
Professional Experience
Professional Experience
Pindrop (Atlanta, GA) | September 2013 - Current
“Pindrop offers solutions to identify voices, devices, and numbers using patented technologies, enabling multi-factor fraud detection and authentication solutions for contact centers in the financial services, retail, healthcare, SLED, utility, and travel sectors.”
Principal Solutions Engineer - Partners & Emerging Markets | January 2024 - Current
Functioned as a subject matter expert for emerging verticals (retail, healthcare, SLED, utility, and travel) and financial services prospects, providing pre-sales consulting and sales support. Also supported the Pindrop Channel Partner ecosystem by collaborating with partners on pre-sale opportunities.
Provided thought leadership to the sales, customer success, and product management as a subject matter expert relating to Pindrop’s partner ecosystem, specifically within the Contact Center as a Service (CCaaS) space with partners such as Amazon Connect, Google CCAI, Five9, Genesys, and NICE inContact.
Principal Solutions Engineer - Strategic Sales | May 2018 - December 2023
Delivered sales support to the Strategic Sales team, focusing on customers in the financial services vertical. Also provided mentoring and coaching to new solution engineering hires. Assisted sales leadership in developing sales strategies.
Consistently the top-performing solutions engineer (highest percent quota attainment) for 2018, 2019, 2020, 2021, and 2023.
Collaborated with marketing to develop and produce a series of webinars on various topics around authentication, contact center fraud, fraud in general, and other topics of interest.
Global Director of Solutions Engineering | September 2013 - May 2018
Led Pindrop’s global pre-sales organization in providing solution consulting, designing and delivering POCs to customers, and ensuring the final solution was deployed correctly and operationalized.
Recruited and staffed a global team of nine solutions (sales) engineers to provide technical and business consulting in a pre-sales capacity to customers, supporting the global sales organization.
Developed the POC model and wrote supporting applications and scripts to manage the extracting of media and metadata from a variety of call recording platforms, including media decryption and transcoding, as well as data transformations.
Built a secure, hosted POC environment to allow client data to be transferred to Pindrop and analyzed, leveraging cloud and physical architectures, including server infrastructure, network operations, and information security management.
Nexidia [NICE] (Atlanta, GA) | February 2008 – September 2013
“The world’s leader in high-scalability rich media audio and video search software, leveraging a phonetic-based engine to deliver fast, extremely accurate search results from its analysis software targeting government, call center, and legal markets.”
Senior Solutions Architect | January 2011 – September 2013
Provided solution architecture consulting to large enterprise customers, including network, server, and software architecture design to successfully integrate the Nexidia ESI application into the customer’s environment or the Nexidia OnDemand, PCI-compliant, hosted application infrastructure.
Designed a comprehensive technical training program to educate new employees, customers, and partners who install, configure, and manage Nexidia products.
Worked extensively within Nexidia’s Europe, Middle East, and Africa (EMEA) group, providing technical consulting services to international clients both on-site and remote.
Solutions Consultant | February, 2008 – January, 2011
Installed Nexidia products on-site for enterprise customers, including configuration of servers, installation of the ESI product, integration with the customer’s call logger and CRM or ERP system, and training system administrators.
Designed the Nexidia Technical Specification documentation to detail to customers the network, hardware, operating system, storage, and security prerequisites for implementing the Nexidia ESI platform.
Developed a framework for implementing the Nexidia products into customer environments, including project planning, requirements gathering, technical specification generation, deployment logistics, and system administrator training.
TechBridge (Atlanta, GA) | July 2006 – February 2008
“A technology-driven non-profit dedicated to helping other non-profits use technology to reach more people through various IT consulting, web and application hosting, and technology outsourcing services.”
Senior Network Engineer
Offered client support for a wide range of non-profit organizations as well as data center management for both internal infrastructure and client-hosted servers, including routine server maintenance, infrastructure management, disaster recovery planning, strategic planning with executive stakeholders, and custom application development for bespoke solutions.
Whole I.T. Solutions, Inc. (Marietta, GA) | August 2005 – July 2006
“Independent consultancy specializing in providing managed technical services to small and medium-sized businesses, including network management, technology outsourcing, temporary staffing, and application development and hosting.”
Owner & Principal Consultant
Supplied value to customers through cost-effective, custom-tailored technology solutions built on the Microsoft platform, as well as managing day-to-day business operations in sales, marketing, and finance roles.
Xerox Global Services – Xerox Corp. (Atlanta, GA) | April 2000 – August 2005
“The technology consulting and managed services arm of Xerox Corporation, specializing in outsourced managed technical services, Network Print Management, Medical Records Management, and Document Management services, among others.”
Senior Associate II | October 2001 – August 2005
Delivered site management and consulting services for higher education institutions and public libraries within the XGS Network Print
Management Practice spanning seven sites across the US and Puerto Rico.
Senior Associate | April, 2000 – October, 2001
Provided consulting for clients within the XGS Managed Services organization, including field consulting and deskside support, network operations management, server and application migrations, and desktop and software refreshes.
Truist Bank [Formerly SunTrust Bank] (Atlanta, GA) | April 1998 – April 2000
“The Residential Mortgage Division lending arm of SunTrust Bank, Atlanta, which provides residential mortgage loans and loan servicing to customers purchasing residential real estate, refinancing, or modifying existing mortgages.”
Business Systems Analyst IV | July 1999 – April 2000
Business Systems Analyst IV | July 1999 – April 2000
Furnished up-to-date reporting data to the executive leadership of the bank and Residential Mortgage Division and functioned as the technology representative for Residential Mortgage to Client Technology Support Services, including Y2K coordination.
Network Administrator | April 1998 – October, June 1999
Network Administrator | April 1998 – October, June 1999
Supplied network support for a Novell NetWare network with over 100 users, including servers, desktops, laptops, mainframe access, and remote access services for remote loan officers.
NetCom Systems, Inc. (Roswell, GA) | September 1996 – April 1998
“A leading provider of network solutions, serving small and medium-sized businesses throughout the Greater Atlanta Area.”
Field Network Engineer
Field Network Engineer
Provided on-site support and consulting services to customers using a variety of desktop and server platforms, including Microsoft Windows and Novell NetWare, as well as building and installing custom desktop and server hardware.
Educational Experience
Educational Experience
Kennesaw State University (Kennesaw, GA)
"A leader in innovative teaching and learning, Kennesaw State University offers undergraduate, graduate, and doctoral degrees to its nearly 43,000 students. With 11 colleges on two metro Atlanta campuses, Kennesaw State is a member of the University System of Georgia."
Bachelor of Business Administration (BBA)
Bachelor of Business Administration (BBA)
Major in Business Management
Concentrations in Entrepreneurship and Operations Management
Honors Graduate, Magna Cum Laude
Beta Gamma Sigma – International Honor Society for Business Schools
Experiential Education Award
Liberty Baptist Theological Seminary (Lynchburg, VA)
"Liberty University has been training champions for Christ since 1971. Offering more than 700 unique programs of study from the certificate to the doctoral level, Liberty equips students with the values, knowledge, and skills essential for impacting tomorrow’s world."
Master of Divinity (M.Div.) in Global Studies – Concentration in Theology of Missions
Master of Divinity (M.Div.) in Global Studies – Concentration in Theology of Missions
Biblical Languages Track
Professional Certifications
Professional Certifications
Georgia Tech
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