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Shelby Gray began working with Skybox Communications in January 2016 as an Associate Implementation Manager. In June 2017, they were promoted to Senior Solutions Engineer. In this role, they engaged with customers, provided expertise on contact center products, and managed customer expectations. Additionally, they mentored and coached junior staff. In April 2019, Shelby transitioned to the position of Professional Services Team Manager. As the lead of a team of implementation specialists, they assigned projects and ensured the delivery of excellent solutions within timeline demands.

Shelby Gray obtained a Bachelor of Science (B.S.) degree in Computer Animation from Full Sail University, which they attended from 2013 to 2015. In addition, they have acquired several certifications. These include the InContact WorkForce Management / Quality Management Certification from NICE inContact, obtained in May 2019. Shelby also holds the NICEInContact ACD / IVR Certification from NICE inContact, achieved in January 2016. Furthermore, Shelby has obtained the Talkdesk Admins Certification, Talkdesk Agents Certification, and Talkdesk Supervisors Certification from Talkdesk, all acquired in January 2020.