Mac Gabriel Cheang

I currently manage the phone systems for a home services company. I run Five9 and Amazon Connect, which are the two platforms most contact centers use to handle calls, routing, and agent queues. Most people only know one of these platforms. I work in both daily, which is pretty rare.

Beyond just configuring things in the admin panel, I also build custom tools around these platforms using AWS (Lambda, DynamoDB) when the vendor software can't do what we need. A few examples: I built a system that stops the same customer from getting called twice by accident, I built a self-serve tool so our support team can block spam numbers without needing an engineer, and I found and fixed a carrier issue that was silently blocking almost 30% of our outbound calls.

I also led a project migrating 487 phone numbers off a legacy platform, and did a full audit of our phone systems that ended up cutting a few thousand dollars a month in unnecessary spend.

I'm looking for remote work in this same space, Five9 or Amazon Connect setup, support, or automation. I like fixing real problems, I don't need much hand holding, and I'm used to figuring things out when the documentation is bad, which in this industry is quite common.