I'm the Bandwidth TAC Team Lead at Capgemini, serving as the primary technical escalation point for enterprise SIP trunk integrations with NiCE, Five9, Avaya, Genesys, Amazon Connect, Twilio, and Telnyx.
I troubleshoot complex call-routing, interoperability, voice-quality, one-way/no-audio, post-dial delay, and T.38 fax issues using PCAP analysis, SIP traces, carrier logs, and Wireshark. I also work across Ribbon and AudioCodes SBCs, TLS/SRTP, and hybrid Azure and AWS voice environments.
Previously, I delivered L1/L2/L3 VoIP and UC support for Cisco TAC environments, including CUCM, Microsoft Teams Direct Routing, 3CX, Mitel MiVoice Business, Expressway, and Webex. I lead ITIL-aligned incident and RCA work, mentor 15+ engineers, and turn recurring customer feedback into product and process improvements.
