“Working with Gordon has been one of the highlights of my professional career. As my manager for several years, he consistently gave me both the guidance to meet our larger business requirements effectively, and the freedom to creatively meet those requirements with a light, results-oriented touch. More importantly, though, Gordon is one of the brightest tech talents I've had the pleasure of working with, and his understanding of everything from bare-metal, high-performance code to big-picture architectural design has not only been impressive to me, but has been clearly reflected in the exceptionally high regard, across the board, of a company full of top-notch IT professionals. His mentorship has meant a great deal to me, and I owe him a debt of gratitude for helping me to advance my understanding of my code, our business, and the industry as a whole.”
About
Technology leader and data architecture executive with 20+ years in enterprise SaaS…
Activity
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You can read about AI, or you can experience it for yourself. At NiCE World 2026, the showfloor is designed to bring everything to life. From…
You can read about AI, or you can experience it for yourself. At NiCE World 2026, the showfloor is designed to bring everything to life. From…
Liked by Gordon Edwards
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NiCE – the undisputed CX market leader – is looking for a talented Senior Software Engineer for our USA - Atlanta, GA office. Apply for this…
NiCE – the undisputed CX market leader – is looking for a talented Senior Software Engineer for our USA - Atlanta, GA office. Apply for this…
Liked by Gordon Edwards
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🔍 Seeking top talent! NiCE is looking for a Lead Software Engineer (AI - Quality focus) . Read more about this exciting career opportunity here:…
🔍 Seeking top talent! NiCE is looking for a Lead Software Engineer (AI - Quality focus) . Read more about this exciting career opportunity here:…
Liked by Gordon Edwards
Experience
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Education
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Wright State University
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Completed all coursework for M.S. in computer science. Concentrations in artificial intelligence and distributed systems.
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Licenses & Certifications
Patents
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Real-Time Agent Assistance Using Real-Time Automatic Speech Recognition and Behavioral Metrics
Issued US 11,283,928
Primary patent; part of a multi-patent family (includes US 11,539,841 and US 11,743,384)
A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral…Primary patent; part of a multi-patent family (includes US 11,539,841 and US 11,743,384)
A method of assisting an agent in real-time includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of the knowledge article selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of the behavioral metrics against each of the plurality of the knowledge selection rules; matching a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.Other inventors -
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Real-time agent assistance
Issued US 8,411,841
Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented…
Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.
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Recommendations received
2 people have recommended Gordon
Join now to viewMore activity by Gordon
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Enterprise CX leaders don't recommend a platform unless it earns it. To the customers who shared their experience on Gartner® Peer Insights™—this…
Enterprise CX leaders don't recommend a platform unless it earns it. To the customers who shared their experience on Gartner® Peer Insights™—this…
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I was looking through our NiCE LLM bench utility today. It compares 40 open and closed weight models on CX-specific tasks. It's pretty interesting…
I was looking through our NiCE LLM bench utility today. It compares 40 open and closed weight models on CX-specific tasks. It's pretty interesting…
Liked by Gordon Edwards
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Absolutely thrilled to have Bell Integration onboard as a NiCE CXone customer. These guys are the best to work with and a world class Systems…
Absolutely thrilled to have Bell Integration onboard as a NiCE CXone customer. These guys are the best to work with and a world class Systems…
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🚀 We're hiring — and as the Group Lead, I'm genuinely excited about this one. My team at NICE is looking for a Lead Data Science Researcher to help…
🚀 We're hiring — and as the Group Lead, I'm genuinely excited about this one. My team at NICE is looking for a Lead Data Science Researcher to help…
Liked by Gordon Edwards
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On day 2 of the NiCE AI CX Executive Masterclass in Batam, we didn't just talk about AI in CX. We built it. At the AI CX Lab, leaders built, broke…
On day 2 of the NiCE AI CX Executive Masterclass in Batam, we didn't just talk about AI in CX. We built it. At the AI CX Lab, leaders built, broke…
Liked by Gordon Edwards
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Want to work at a great company? Come work with me! NiCE is hiring: Manager, Solutions Architecture. Location: USA - Remote office. This position…
Want to work at a great company? Come work with me! NiCE is hiring: Manager, Solutions Architecture. Location: USA - Remote office. This position…
Liked by Gordon Edwards
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Excited to share that I’ve joined NiCE as a Specialist Proposal Manager! It’s been a month, and I’m looking forward to leveraging my experience to…
Excited to share that I’ve joined NiCE as a Specialist Proposal Manager! It’s been a month, and I’m looking forward to leveraging my experience to…
Liked by Gordon Edwards
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Proud to have earned my NiCE Cognigy Specialist Certification. This validates my skills in building, scaling, and analyzing AI-powered Agentic Agents…
Proud to have earned my NiCE Cognigy Specialist Certification. This validates my skills in building, scaling, and analyzing AI-powered Agentic Agents…
Liked by Gordon Edwards
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Customer conversations are starting to play a much bigger role in making key decisions across the company and to drive real business outcomes! I’m…
Customer conversations are starting to play a much bigger role in making key decisions across the company and to drive real business outcomes! I’m…
Liked by Gordon Edwards
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10 years at NICE… and honestly, it feels like it just started yesterday (except maybe the part where I now need more coffee to get through the day…
10 years at NICE… and honestly, it feels like it just started yesterday (except maybe the part where I now need more coffee to get through the day…
Liked by Gordon Edwards
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We’re Burnin’ Up with excitement 🔥🎶 Get ready to welcome Nick Jonas to the NiCE World 2026 experience! This is your chance to see a global music…
We’re Burnin’ Up with excitement 🔥🎶 Get ready to welcome Nick Jonas to the NiCE World 2026 experience! This is your chance to see a global music…
Liked by Gordon Edwards
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We had the pleasure of welcoming 13 local students to #NiCECognigy HQ in Düsseldorf for Girls’ Day 2026. From building their own bots with…
We had the pleasure of welcoming 13 local students to #NiCECognigy HQ in Düsseldorf for Girls’ Day 2026. From building their own bots with…
Liked by Gordon Edwards
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Happy to share that I have been recently awarded NiCE Spot Award. Thank you NiCE and Shachar Feldman for bestowing me with such honour…
Happy to share that I have been recently awarded NiCE Spot Award. Thank you NiCE and Shachar Feldman for bestowing me with such honour…
Liked by Gordon Edwards
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Ben Clark
If you’re in/near Atlanta, don’t miss the Agentic AI meetup by AICamp this Wednesday, Sep 18 at Improving (Alpharetta, GA). If you’re building with GenAI/LLMs or exploring agent patterns, expect deep-dive talks, hands-on code labs, and plenty of hallway learning. 💻 My colleague Michael Hall, Principal Developer Evangelist, will present “Device to Datacenter: How Mobile & Cloud AI Coexist on Arm.” He’ll cover when to run inference on-device vs. in the cloud (or hybrid), and how to design for portability and performance across the stack. https://okt.to/UbRIA4
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