This document provides a summary of Duane Longhofer's experience as a Telecommunications Systems Manager with over 20 years of experience in business management, process management, project management, and information technology focusing on network and telecommunication services. He has expertise in areas such as process design, metrics development, workflow management, IP telephony solutions, goal planning, contact centers, hiring and training, IVR development, business development, project management, and staff management. His career highlights include increasing call center capacity while reducing costs and implementing IP telephony solutions that saved companies money. He has held various roles such as Product Manager, Director of Telephony Services, IT Telecom Manager, and Senior Telephony Engineer.

1. DUANE A. LONGHOFER
5 Greyhound Cir. ~ Carmel, IN
765.481.9866 Cell
duanelonghofer@att.net
Telecommunications Systems Manager
Accomplished professional experienced in business management and process management
emphasizing information technology, network and telecommunication services. Successful at
project management that have immediate and bottom line business impact both in Return on
Investment and Total Cost of Ownership. Expertise in translating business objectives into IT
strategies developing the architecture, solutions and support structure required to ensure
uninterrupted service.
Areas of Expertise:
• Process Design
• Metrics Development
• Workflow Management
• SIP IP Telephony Solutions
• Goal Planning
• Contact Centers
• Hiring and Training
• IVR Development
• Business Development
• Project Management
• Staff Management
• Resource Allocation
“Duane is an excellent Manager and Technician - he ensures that his team is well trained, effective, and
backs them up 100%. His technical expertise is amongst the highest in the Telco industry.”
Brette Doyle, Systems Administrator, Nautilus, Inc.
CAREER HIGHLIGHTS
Increased Call Center Outbound Dialing capacity from 1.2 million calls/week to 3.2 million calls/week
at no cost.
Saved $14k per month and garnered a case study for Interactive Intelligence, Inc. through IP
Telephony SIP solution.
Saved $580k in annual costs by innovating, proposing and implementing project proposals to executives.
Member of Telephony Expertise Panel at 2010 VoiceCon
Presenter for National VoIP Technology Webinar “Are Businesses Ready for IP Telephony”
PROFESSIONAL EXPERIENCE
Product Manager, INTERACTIVE INTELLIGENCE, INC., Indianapolis, IN 2012 – 2015
• Manage the development process of SIP Proxy, Media Server, Telephony, Video Calling and Interactive
Conference products as well as hardware components.
• Determine the pricing models for Direct Sales, Partners and the Communication as a Service (CaaS)
offerings.
• Create development roadmaps for the direction of each product using the Agile methodology.
• Provide documentation for Partners, Solution Engineers, Tech Sales and Release Notes
• Present information at Conferences and Webinars.
• ICCE 4.0 Certification
• Pragmatic Marketing Certifications for Foundations, Focus, Build.
Director of Telephony Services, ESM, INC. Highlands Ranch, CO 2010 – 2011
• Evolved SIP Call Center into Contact Center by adding email and chat agent queuing.
• Analyzed and improved Outbound Dialer performance.
• Re-architect SIP Telephony Systems to improve resiliency, redundancy and expandability
• Improve existing automated DNC and skills based routing ACD IVR applications
• Replaced 44 PRIs with five DS3 circuits from two Carriers at no cost and lower TCO
• Analyzed business needs and presented solutions to management to address those needs.
• Managed a team of five and worked with Software Dev, DBA and Infrastructure teams on SOA project

2. • Successfully coordinated and executed total system upgrade and company-wide desktop deployment
DUANE A. LONGHOFER – PAGE TWO
PROFESSIONAL EXPERIENCE (CONT.)
IT Telecom Manager, ACCUQUOTE, INC., Wheeling, IL 2008 – 2010
• Evolved SIP Call Center into Contact Center by adding email and web chat agent queuing.
• Analyzed and improved Outbound Dialer performance.
• Setup and launched Remote Worker initiative
• Implemented Interactive IPA product for workflow management
• Design and Implement automated DNC IVR
• Created after-hours support notification IVR
• RFP for Telecom Provider – Saved company significant costs and prepped for SIP Trunks
• Analyzed business needs and presented solutions to management to address those needs.
• Received 3.0 ICCE and 3.0 Dialer certifications.
IT Telecom Manager, NAUTILUS, INC., Vancouver, WA 2003 – 2008
• Designed and implemented Interactive Intelligence (I3) IP Telephony SIP solution for 8 global sites with
directory integration using extension dialing over WAN.
• Evolved Call Center into Contact Center by adding email and web chat agent queuing
• Architected Telco circuits with SIP trunk for overflow and business continuity invoking a Gartner case
study and providing for $430K of business during 14 hour fiber outage.
• Analyzed business needs and presented solutions to management to address those needs.
• Managed Telecom team responsible for global corporate telecommunications.
Senior Telephony Engineer / Product Manager, CRB TELECOM, Overland Park, KS 2003 – 2003
• Worked with sales personnel to develop product training and prospect qualifications.
• Implemented hardware and software solutions and provided troubleshooting support.
• Proactively accessed customer equipment and provided reports
• Designed LAN / WAN solutions with IP telephony products.
Contact Center Architect, ICT GROUP, Olathe, KS 2002 – 2003
• Procured strategic alliances with complementary companies to strengthen customer relationships.
• Researched and analyzed Contact Center products for Value Added Resale potential.
• Designed Contact Centers with the Telephony@Work CallCenter@nywhere platform.
• Provided analysis of client carrier services, such as T-1, PRI, Frame Relay.
Senior Integration Engineer, ICONIXX, INC., Overland Park, KS 2001 – 2002
• Responsible for Sales Engineering, i.e. RFP responses, proposal solution design, etc.
• Designed and implemented 13 Interaction Center systems, CTI and network application integration.
• Developed implementation procedures for projects and recorded activity in CRM application.
• Led the team that headed up new division of a software engineering consulting company.
Senior Telephony Engineer, CENTRIQ, INC., Overland Park, KS 1999 – 2001
• Involved with internal LAN / WAN architecture redesign and Windows 2000 server upgrade project to
provide for Internet and Intranet production and development domains.
• Created and implemented Order Entry IVR
• Responsible for Sales Engineering, including RFP responses, proposal solution design, product demos.
• Integrated I3 Interaction Center platform with Cisco Call Manager VoIP platform using TAPI and SMDI.
• Primary integration engineer and troubleshooter for I3 Interaction Center.