Darrius currently leads one of the USAA Enterprise Innovation Teams focusing on Digitally Scalable Interactions, Artificial Intelligence, Blockchain, Bitcoin, and Employee Experience. Prior to this role he was with the Emerging Capabilities team within Member Experience Performance Optimization, responsible for the automated routing, optimization and reporting of member contacts to USAA and 3rd party MSRs.
Darrius rejoined USAA in October of 2013 after three years at Cisco Systems leading Customer Collaboration/Unified Communications product strategy, alliances and innovation. He originally joined USAA in 2007 as an IT Architect focused on Communications, Collaboration and Contact Center technology. In 2008 he was named Executive Director Technical Fellow for the contact center domain and in 2009 transitioned to Channel Management as Executive Director responsible for Voiceline, MSR assisted channels, Contact Routing and Video Strategies.
Prior to joining USAA, Darrius served as Merrill Lynchâ€™s Senior Communications Architect. He was responsible for leading a design and engineering team through the modernization of the North America & Asia Pacific core voice systems which consolidated 600 branch locations on centralized platforms in the US, Hong Kong and Japan. Darrius’ other career experiences include international assignments in China, Tokyo, Hong Kong, London, Dubai and the Philippines.