Contact-Center

To support growth in the Asia‑Pacific region, I spearheaded the rollout of new contact‑center infrastructure in Australia and Japan. By provisioning cloud‑based points of presence and localizing telephony functions such as IVR prompts, text‑to‑speech, and call recording, the team delivered low‑latency service that met regional data‑residency rules. Infrastructure‑as‑code templates allowed us to replicate the North American architecture while making necessary regional adaptations. The expansion reduced latency for local users and enabled new channel partnerships in the APAC market. Highlights Regional Coverage: Established fully operational contact center points-of-presence in Sydney and Tokyo, extending service capabilities across the entire APAC region Latency Reduction: Achieved 85% reduction in voice and data latency for APAC users by moving from North American infrastructure to local deployments Compliance Adherence: Successfully implemented data residency controls meeting both Australian Privacy Act and Japanese APPI regulatory requirements Scalability: Designed infrastructure to handle 300% projected growth over three years without significant architectural changes Time-to-Market: Completed full deployment within 4 months, 2 weeks ahead of schedule, enabling accelerated market entry How It Works The APAC contact center infrastructure operates on a distributed cloud architecture with regional redundancy. Each regional deployment consists of: ...

Starting ahead of Intermedia’s acquisition of Telax — I coordinated cross‑functional efforts between both companies to support the migration of the Contact Center environment to Intermedia’s infrastructure and lay the groundwork for new production pod deployments. In parallel, I provided technical guidance on Intermedia standards for Active Directory, Microsoft SQL Server, VMware, and for other enterprise technologies — helping Telax team quickly adapt to Intermedia’s best practices. ...