Serenova, a leading contact centre-as-a-service (CCaaS) and workforce optimization (WFO) provider announced that Eric Wang has joined the company as Senior Vice President of Cloud Operations. As part of the Serenova leadership team, Eric will be responsible for continuing to grow and evolve Serenova’s operational backbone as the company’s leading CCaaS platform continues to accelerate in market adoption.
A core building block of Serenova is to provide a cloud-based solution that is the most reliable in the industry. Eric’s role is instrumental in delivering on that promise to customers. With a laser-focus on ensuring that Serenova’s infrastructure provides always-on reliability, Eric and his team will ensure that Serenova’s contact centre solution will be up and running when customers need it. Through a customer-first philosophy that thoughtfully integrates the company’s hardware, software and delivery platforms, Eric will also guarantee that Serenova continues to deliver exceptional customer service with every deployment.
“Eric’s ability to methodically cultivate and scale a team, build a SaaS-based ecosystem and grow a business makes him the ideal addition to our leadership team,” said John Lynch, CEO of Serenova. “Over his career, Eric has proven himself as an accomplished operations leader, growing and evolving operations teams as business requirements changed over time. Most importantly, with a long, dedicated history in cloud, Eric will play a key role in scaling our business as we continue to experience unprecedented momentum and demand.”
Eric has a more than 20-year history of driving and supporting all aspects of technology operations for various types of businesses. He has an established reputation for leading and managing all facets of SaaS private and public application/infrastructure solutions. Specifically, he has a track record of defining, maintaining, and improving operational management processes including escalation, changing management, and compliance framework within multiple SaaS organizations. Throughout his career of managing SaaS applications, Eric has a track record of achieving and maintaining 99.999% availability.
“Serenova has proven itself as a company at the forefront of cloud contact center innovation and I’m thrilled to be part of a company that is experiencing such a huge momentum swing,” said Eric. “As demand for Serenova’s cloud-based solution expands, I am committed to putting the customer in the centre of all decisions we make. Serenova has built a world class team and I am pleased to join, helping to guide and grow the company by furthering the stability and reliability necessary to Serenova’s footprint nationwide.”
Most recently, Eric was the Vice President of Information Security and Technology Services at AllClear ID, where he is responsible for building, growing, and managing all aspects of company operations, data centre, automation, security posture, CI/CD, public and private cloud, and all corporate and production infrastructure, facilities, and environments. Prior to that, Eric held critical leadership positions at leading SaaS companies including Kinnser Software (now WellSky), Affiniscape (now YourMembership), Conformity (now Gemalto) and QuickArrow (now Oracle).
Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia. Learn more at www.serenova.com.