Patrick Botz has been a key figure in the communications industry for the past 15 years, serving in a variety of operational, consultant and managerial roles. As Director of Engagement at NICE, he focuses on the mission-critical aspects of capturing, analyzing and improving communications and operational performance. Patrick is a highly-acclaimed speaker and author of the book 'OPTIMIZE: Workforce Optimization and Customer Engagement Best Practices.' His thought leadership articles have been published in Business Management, Contact Professional, Customer Magazine, Contact Center Pipeline, Connections Magazine and Contact Center World. Patrick holds an MBA from Pepperdine University and a BSE in Engineering from Arizona State University.