Hands-on experience with complex operational systems where reliability, clarity, and maintainability matter.
Cloud-based and legacy contact center environments—platform administration, call flow design, routing logic, IVR, queues and skills, outbound and callback handling, quality and workforce tooling.
API-based integrations with secure interfaces, proper authentication, clear failure modes, and long-term maintainability. Custom workflows connecting platforms reliably.
Cloud services and serverless architectures—identity and access management, secure configuration, monitoring and logging, operational support for distributed systems.
Ticketing, incident management, documentation, and internal support workflows. These systems are treated as part of the overall platform, not afterthoughts.
Regression testing, release validation, defect tracking, performance analysis, and post-incident review to ensure systems remain reliable as they evolve.
Platform reporting, performance monitoring, trend analysis, and data extraction to understand system behavior and support decision-making over time.
Informed by practices from regulated and operationally sensitive environments.
Privacy and protection principles across all system design and integration work.
Least-privilege design and proper identity management as foundational requirements.
Auditable configuration, version control, and documented change processes.
Operational runbooks and clear documentation for ongoing system management.
Working with security and compliance stakeholders to meet organizational expectations.
Systems designed with visibility and traceability as core requirements.