Lead design, delivery, and operational support for enterprise Unified Communications platforms (Webex Calling, Contact Center), SIP trunking, voice recording, trading turret systems, and E911. Own incident management, vendor escalation, CDR analysis, platform monitoring with Splunk, and stakeholder coordination. Provide weekend/off-hours support and improve documentation and knowledge sharing.

Design, build, and deploy NICE CXOne contact center solutions and IVR call flows. Integrate backend services and APIs, implement skills-based routing, troubleshoot end-to-end call center applications, coordinate releases across agencies, and act as SME for CXOne deployments and support.

Lead delivery for a complex telecom transformation: translate technical designs into delivery plans, coordinate architects/engineers/vendors, manage risks/dependencies, maintain schedules and financials, drive cross-functional collaboration, and support transition to operations.