How do you turn moments with customers into momentum for your business? What are the secrets to balancing the needs of your career with the demands of every day? Avaya ENGAGE shares the challenges and successes. The best practices and best tools. And drives toward new and better business outcomes.

Through keynotes and breakouts, we’ll introduce you to our unique approach to your cloud journey, expertise in delivering effortless customer experiences, the convergence of CX and EX, and how to care for your professional development. Check out our action-packed agenda — and see where it can take you.

Breakout session dates and times are subject to change.
Please refer back to this page for updates.

All times listed are Eastern Standard Time

5:00 PM - 5:30 PM

New Attendee Orientation

6:00 PM - 9:30 PM

Avaya Welcome Party

World ShowPlace Pavilion, Epcot Park

8:45 AM - 10:30 AM

General Session

Welcome from Avaya and IAUG
Nidal Abou-Ltaif, Avaya - Lori Wodrich, IAUG - Anna Crowley, Avaya

CEO Keynote - Avaya Vision and Strategy
Alan Masarek, Avaya Chief Executive Officer

Customer Experience Innovation
Featuring: Wynn Resorts, Southwest Airlines, Liberty Mutual, Microsoft

Choices in Overcoming Adversity
Mark Pollock, Guest Speaker

10:45 AM - 11:45 AM

Breakout Sessions

How to Create a CX Strategy That Optimizes Return and Mitigates Disruption
Gordon Littley, Avaya

Dive into SIP - What Are You Waiting For?
Jeff Dhaenens, Volkswagen Group of America

The Basics of SIP Trunking
Eric Wainz, NWN Carousel

CX: Customer Centric Technology Strategy
Richard McFarlin, Avaya

Manipulating SIP Packets with Regular Expressions in Avaya Session Manager
Nick Kwiatkowski, Michigan State University

Improve Efficiency, Competency, Retention and CSAT with Workspaces Agent Desktop
Brian Baumgart, Avaya

Avaya Telephony Integration with Microsoft Teams - Direct Routing,
SBCs and More

Darrell Butler, Avaya - Roger Wallman, Avaya

Partnering More Inclusively: The Blindspot Detection System (BDS) for Humans
Scott Horton, Delta Concepts Consulting

Preparing the Enterprise for Emergency Communications NOW!
William Svien, Vita Safety - Brian Anderson, Avaya - Kevin Kito, 911 Secure - Jody GrandPre, 911 Inform - Christian Militeau, Bandwidth

Avaya Customer Experience Services – Using CX Blueprints to Guide Migration on Your Path, Your Choice
Emir Susic, Avaya - Benedict Bowen, Avaya

11:45 AM - 1:15 PM

Women in Tech Luncheon

Panel Discussion: Conflict in the Workplace

1:15 PM - 2:00 PM

Breakout Sessions

Our Journey to Avaya Cloud
Anne Marie Oliver, American Heart Association - Jayne Hogle, American Heart Association

Workplace & Spaces Made Simple
Anna Maria DiFilippo, McMaster University

Unlocking the Power of Strategic Thinking: Transforming Your Personal and Team Performance
Steve Brock, Avaya

Benefits of Avaya Cloud Media - The Differentiator Taken for Granted
Steve Smith, Avaya - Joe Kelly, Avaya - Craig Batzel, Avaya

Leveraging AI and Social Media Channels to Digitally Transform a Real Contact Center
McKay Clarke, doTERRA - Steve Durney, Avaya

AI Inspired

New Advantages for an Avaya Aura Migration
Darrell Butler, Avaya - Bob Camel, Avaya

Innovations in Workforce Engagement Leading to Actionable Insights
Wayne Lockhart, Avaya

How to Remote Work with the Avaya Session Border Controller for Enterprise
Eric Wainz, NWN Carousel

Successfully Deploying Avaya Experience Platform for Hybrid Use Cases
Peter Kamm, Avaya

Putting the Customer's Experience Back into Customer Experience
David Lover, ConvergeOne

2:15 PM - 3:30 PM

General Session

Avaya Innovation in Products and Services
Todd Zerbe, Avaya Senior Vice President Engineering,
Tim Sherwood, Global Vice President, Product Management,
Ahmed Helmy, Global Vice President, Avaya Experience Platform,
Emir Susic, Global Vice President, Avaya Customer Experience Services

AI Inspired

3:45 PM - 4:45 PM

Breakout Sessions

Avaya Roadmap for the Future of Unified Communications (UC)
Kirk Jones, Avaya - Vandana Brar, Avaya

Avaya Roadmap for the Future of CX
Ahmed Helmy, Avaya - Wayne Lockhart, Avaya

4:45 PM - 7:00 PM

Solutions Expo Opening Reception

9:00 AM - 10:00 AM

Breakout Sessions

8 Best Ways to Use Variables in Vectors
Mary Ponto, TeleTraining Services

Leveraging AI for CX Automation
Judi Halperin, Avaya - Denise Celaya, Avaya - Jamie Duncan, Google

AI Inspired

The Next Chapter in Your Avaya CC Elite Transformation with Services from Avaya Cloud
Vineet Sood, Avaya - Brian Baumgart, Avaya

Leveraging Amazing Analytics and Workforce Engagement with Avaya Experience Platform
Srikanth Gudigandla, Avaya - Diego Klajner, Avaya

C1 Consolidation, Modernization, and Automation - A Real Life Model
David Lover, ConvergeOne

Security Certificates and Other Neat Tricks
Nick Kwiatkowski, Michigan State University

Embracing the Hybrid Cloud for UC & CC at Your Pace: On Premises, in the Cloud, and with Partners
Darrell Butler, Avaya - Jeffrey Blatt, Avaya

Premise to Cloud, Is it the Path to Innovation
Bob Camel, Avaya

Getting a Look Under the Hood of Avaya's Cloud Strategy
John Akerboom, Avaya

10:15 AM - 11:00 AM

Breakout Sessions

How Avaya Services enable your Journey to Cloud
Chris Peterson, Avaya

How to Take Total Control of Your Toll Frees
Scott Hendley, Volkswagen Group of America - Jeff Dhaenens, Volkswagen Group of America

The Workload Approach to Effective Cloud Migration & Adoption
Steve Millan, Avaya

Agent Experience Options for Call Center Elite's Today and Tomorrow
Brian Baumgart, Avaya

Next Generation Outbound in Avaya Experience Platform
Vijay Bholwani, Avaya

The New Government Workplace Takes Shape: Empowering Federal, State and Local Governments in Their Cloud Transformations
Craig Haskins, Avaya - Scott Pisapia, Avaya

Removing the Mystique of Cloud Transformation
Steve Smith, Avaya - Joe Kelly, Avaya

The Great Disconnect: Measures of Customer Experience and Customer Perceptions
Mike Tennery, Avaya

Hybrid Cloud - Adding Cloud Services to Your Enterprise PBX
Chris Clauss, ConvergeOne

Why Should I Migrate to Aura 10.1.x and How It Supports the Cloud Journey
Thomas Roemer, Avaya

11:15 AM - 12:00 PM

Breakout Sessions

IAUG Councils & the Feature Request Tracker - Maximizing Two Top Benefits of Your IAUG Membership
Chip Powell, Legislative Counsel of California - Slade Besson, Nicholls State University

How Facial Recognition and Character Reading Robots are Transforming Our Cloud Contact Centers
Robert Tarr, Journey ID - Steve Durney, Avaya

AI Inspired

Migration Journeys - Tactics to Avaya Experience Platform from New or Existing Avaya Solutions
Oliver Bengtsson, Avaya

AI Inspired

Password Management and SSO/SAML for Remote Worker, Avaya Sets, and Soft Clients
Chris Clauss, ConvergeOne - David Lover, ConvergeOne

Self-Service Journey to the Future
Katherine Sobus, ConvergeOne

Creating Next-Level CX with Cloud Conversational AI
Steven Krawczyk, Nuance - Michael Wasserburger, Avaya

Avaya Hybrid Cloud Services: Unleashing the Power of Cloud Technology for Dynamic Innovation
Shelly Shaffery, Avaya - Marcel Ibes, Avaya

Avaya Goes API First – Strategy, Customer Value, How to Consume Them and Roadmap Updates
Ronen Bar-Yoav, Avaya - Steve Smith, Avaya

Avaya Cloud Office and Its Staged Journey Continues
Tim Eddinger, Seneca Foods - Mike Hochendoner, Advent Communications - Karen Kelleher, Avaya

Unleashing Your CX Potential: Harnessing the Power of Microsoft-Avaya Synergy
Oliver Raymond, Microsoft - Susan Terry, Avaya

12:00 PM - 2:00 PM

Solutions Expo Open Hours

2:15 PM - 3:00 PM

Breakout Sessions

Revolutionizing Communications Applications: Unlocking the Power of the Avaya Media Processing Core
Stephen Whynot, Avaya

AI Inspired

The Non-Zero Sum Game: Maximizing the Value of Your Business Partner
Joel Haist, ConvergeOne

World of Workflow
Dan Maser, Avaya

Women in Tech Keynote: The Future of Women & Tech
Dominique Broadway, Founder of Finances Demystified

Adding AI to Your Customer Experience: A Hands-on Workshop for Dynamic Innovation
Shelly Shaffery, Avaya - Marcel Ibes, Avaya - Horaci Macias, Avaya

AI Inspired

Migration from an On-premise Solution to a Cloud Solution Successfully
David Montenegro, iUNGO

Optimizing Customer and Employee Experience on Avaya Experience Platform with API Exchange Hub
Bud Pfohl, Avaya

Taking your Project Management Skills to the Next Level
Jayne Hogle, American Heart Association

Delivering State of the Art User Experiences with your existing Avaya Investment
Bob Cooper, SwampFox

AI Inspired

Delivering a More Connected, Mobile, and Safer Learning Environment
Julie Johnston, Avaya - Jon Newton, Avaya

CMS Supervisor Training for the System Administrator
Mary Ponto, TeleTraining Services

3:15 PM - 4:15 PM

General Session

Creativity and Innovation for a Better Tomorrow
José Andrés, Chef, restauranteur, humanitarian

4:30 PM - 6:30 PM

Solutions Expo Reception - Block Party

9:00 AM - 10:30 AM

General Session

Customer Spotlight: Give Kids the World Village
Ian Cole, Chief Innovation Officer

Closing Comments
Alan Masarek, Avaya Chief Executive Officer

10:45 AM - 12:00 PM

Avaya Partner Forum General Session

10:45 AM - 11:45 AM

Breakout Sessions

Avaya Enterprise Cloud Administration
Sagar Nirali, Starfish Associates - Michael Stahl, Starfish - David Ranaan, Starfish

Debugging SIP in Your Avaya Enviroment
Nick Kwiatkowski, Michigan State University

Tips on Migrating from Legacy IVR to Conversational AI
Maria Simonton, Interactive Northwest - Julie Johnson, Avaya

AI Inspired

PCI and HIPAA Compliance - Why it Matters
Adrian Lee, Avaya - Ruby Agarwal, Avaya

Women in Tech Mini-Sessions: Empowering Women for Success
Zina Hassel, ZLH Enterprises - Anna-Marie Crowley, Avaya - Dominique Broadway, Finances Demystified

ChatGPT, Virtual Agents and More – What You Need to Know with AI and Your Avaya Solution
Steve Brock, Avaya - Kevin Howell, Microsoft

Self Service and Help Desk Agent MACDs for Avaya Telecom and UC
Aaron Seliga, Unimax - Jen Gibson, Unimax

Avaya Hybrid Cloud Gateway: A New Way of Connecting Premise Communication Systems into the Cloud with AXP Connect
Jerry Xie, Avaya - Steve McIntyre, Avaya

Tone Based Sentiment Analysis and the Role of Next Generation Headsets
Vern Fernandez, Jabra

AI Inspired

Next Gen Experience Center Building Blocks 101
Dwight Reifsnyder, ConvergeOne

Use Attribute Routing to Revolutionize Your Contact Center
Brian Baumgart, Avaya

12:00 PM - 2:15 PM

Solutions Expo Open Hours & Passport to Prizes

12:45 PM - 3:00 PM

Avaya Partner Forum General Session

2:30 PM - 3:15 PM

Breakout Sessions

Callback Strategy and Best Practices: A Customer Perspective
Scott Richman, Disney - Kirk Jesser, Interactive Northwest

Avaya Aura Guide to Security: Confidentiality, Integrity, Access Control
Carmen Piunno, ConvergeOne

Workforce 3.0: Integrating and Managing Your Human, Digital and Virtual Agent Workforce
Sarah Reitsma, Waterfield Technologies - Kevin Maas, Waterfield Technologies

AI Inspired

Avaya Enterprise Cloud Admin Portal Web Services API
David Ranaan, Starfish Associates - Michael Stahl, Starfish - Sagar Nirali, Starfish

Deploying Avaya Workplace for UC and Call Center Users, Mobile Users, and VDI Environments
Chris Clauss, ConvergeOne

Transforming Your Contact Center with Conversational and Generative AI-driven Automation
Hardy Myers, Cognigy - Lori Whitaker, Cognigy

AI Inspired

Live from the Cloud - Streamline Your Workplace with Avaya Cloud Office Integrations
Roger Wallman, Avaya

Adding AI to Your Customer Experience: A Hands-on Workshop for Dynamic Innovation
Shelly Shaffery, Avaya - Marcel Ibes, Avaya - Horaci Macias, Avaya

AI Inspired

3:30 PM - 4:15 PM

Breakout Sessions

Avaya Cloud Office Deployment - Lessons Learned and Tips to Help You Survive and Thrive
Rick Gibbons, Nelson Mullins

Security, Certificates, and the System Administrator
Chris Clauss, ConvergeOne

Telecommunication Recruiting for the Future
Mackenzi Eisman, GlobalPay

A Technical Approach to Improving Employee Experience
April Owusu, Avaya

Solving Business Challenges with Voicemail
Jayne Hogle, The American Heart Association

How Will I Know When It's Time to Migrate to the Cloud?
David Lover, ConvergeOne

What You Need to Know About Avaya Experience Platform Security, Resiliency, Data Privacy & Administration and Orchestration Overview
Chris Hill, Avaya - Brian Baumgart, Avaya

Avaya Cloud Office and Nicholls State University's Journey to the Cloud
Slade Besson, Nicholls State University

4:30 PM - 5:30 PM

Breakout Sessions

Avaya Roadmap for the Future of Unified Communications (UC)
Kirk Jones, Avaya - Vandana Brar, Avaya

Avaya Roadmap for the Future of CX
Ahmed Helmy, Avaya - Wayne Lockhart, Avaya

6:30 PM - 9:30 PM

IAUG Closing Party