My role blends system engineering with technical project management, support escalation, and product management. I perform solution design, system installation, and customer onboarding for contact center platforms - premise, cloud, hybrid - in commercial, SLED, and federal government spaces. Each solution is integrated from scratch based on customer requirements, from telephony, to web services and databases. I lead the technical project management for the full lifecycle of each installation. I create and contribute to product requirements documents, and help shape and drive epics for new product development. I create documentation for products and processes. I also serve as a customer support escalation point. I work with every team in the company and drive cross-team excellence, including sales, development, QA, and support.