Skills
• Voice, Contact Centre & Integrations: IP telephony, VoIP, PBX, contact-centre design and deployment, CRM/CTI integration (Salesforce), call recording, voicemail, 3CX, Dialpad, Unify, Mitel
• Enterprise IT, Cloud & Infrastructure: AWS Certified Solutions Architect, OpenText SMAX/UCMDB, ITIL, LAN/WAN, routing, DNS, proxy, firewall, CI classification and enrichment, discovery-data normalisation
• Solution Architecture & Technical Delivery: Technical solution design, project lifecycles, effort estimation, resource planning, vendor and escalation management, technical documentation
• Stakeholder & Client Management: Requirements clarification, customer demos, cross-functional coordination, management reporting, escalation handling
• Voice Analytics & Reporting: Call-success reporting, call-detail record (CDR) and call-recording data requirements, operational improvement analysis
About
Enterprise Voice and Unified Communications (UC) Architect with 15+ years of experience leading telecommunications, cloud PBX, and contact center projects for regional enterprise environments. Specialized in end-to-end voice architecture—including 3CX, Dialpad, SIP trunking, CRM/CTI (Salesforce) integrations, and AWS cloud solutions. Certifications: AWS Certified Solutions Architect Associate | 3CX Advanced Certified Engineer | ITIL® Foundation
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