Most contact centres are held together with duct tape. I fix that.
AI-driven routing, self-service IVR, agent assist, workflow automation. First whiteboard through go-live. I stay accountable to the design after it ships — not just the parts that were easy to sell.
Hospitals have a dozen systems that were never meant to talk to each other. I make them talk.
Clinical devices, staff safety, duress, RTLS, nurse call, messaging engines. Most vendors own one piece and walk away. In a hospital that's not good enough — when one part breaks, it's not a tech problem, it's a patient problem.
I turn what a business actually needs into something that can actually be built.
Discovery, design, sizing, integration mapping, compliance scoping. I run the workshops, write the design, defend it in front of procurement. The proposals that win aren't the prettiest ones — they're the ones where the architect clearly understood the problem.
Where it started. Break-fix, user support, keeping things running. Learned fast that the job was never really about the equipment.
Enterprise scale at a major bank. Thousands of endpoints, nationwide. When something broke, it broke for a lot of people at once. That'll make you methodical.
Moved into UC. PBX-to-VoIP migrations, greenfield deployments, national branch rollouts. Owned the UC solution end to end on every engagement.
Deeper into infrastructure. Service team lead. Started seeing the full network picture — not just the comms layer sitting on top of it.
Healthcare AI, integrated health, contact centre. The job now is designing things that don't break. Twenty years of watching what does helps with that.
Full clinical comms stack for a major new hospital. 4,000+ clinical handsets, nurse call, personal duress, mobility — integrated from day one. A greenfield build is the one chance to get the architecture right. Took it.
1,000+ frontline staff across a live healthcare network protected by personal duress. Real-time location, alarm routing, coverage from wards to car parks. These are the systems that matter when something goes wrong.
Pulled an enterprise contact centre out of manual queue hell. AI routing, self-service IVR, agent assist. Agents stopped doing the repetitive stuff. Handling time dropped. The work that actually needed a human got one.
Started on the helpdesk. Moved into VoIP, then networks, then architecture. Every step was another layer of understanding what the layer below it actually does. That's not a career progression — it's how you learn to build things that hold.
Contact centre, healthcare comms, or something that doesn't fit a box. Get in touch.
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