Lead design, delivery, and operational support of enterprise Unified Communications platforms (Webex Calling, Webex Contact Center). Manage SIP trunking, voice recording, trading turrets, E911, vendor escalations, incident response, CDR analysis, and platform observability (Splunk). Coordinate with carriers, vendors, and business stakeholders; support Microsoft Teams meetings; perform weekend/off-hours maintenance; improve documentation and knowledge sharing.

Design and lead cloud-based contact center solutions on Genesys Cloud CX. Translate business requirements into scalable, secure architectures, manage integrations (CRM, WFM, analytics), provide hands-on technical leadership, mentor teams, ensure security/compliance, and drive roadmap and innovation for CX platforms.