• Worked on cloud SIP (Session Initiation Protocol) communications backend providing video and audio conferencing capability to client communication products integrating with the platform.• Implemented new features and bugfixes in line with product requirements and specifications.• Assisted QE (Quality Engineering) with technical aspects in creating test cases and executing test cycles.• Collaborated in a team using an Agile framework, giving updates and raising potential blockers to ensure on time delivery of tasks.• Containerized and automated custom testing framework to ensure continuous validation of projects.• Optimized Azure DevOps process to separate code and configuration changes, eliminating unnecessary rebuilds resulting in quicker deployment cycle times.• Updated Kubernetes YAML files and managed Azure Kubernetes cluster through Helm, including implementing autoscaling of cluster workloads in relation to resource usage to match changing demand.• Diagnosed and maintained core third-party products to resolve bugs and extend functionality to satisfy project requirements.• Created performance testing processes to synthesis a load on the platform to obtain key performance metrics.

• Evaluated and implemented standardized workflows to foster collaboration, minimize code conflicts, and automate deployments.• Created templates for common CI/CD tasks to reduce duplication across projects.• Optimized and enhanced PBX (Private Branch Exchange) documentation webpages from the ground up, improving load times by 180%.• Helmed integration of Microsoft Teams direct routing with PBX solution.• Reconstructed undocumented build process to ensure up-to-date dependencies and future maintainability.• Coordinated system migrations and upgrades to ensure smooth transitions and minimal down-time.• Started decoupling build processes from single server to portable container instances.• Handled escalated service issues that require more in-depth analysis and expertise.• Analyzed SIP call traffic through the SBC (Session Border Controller) cluster to resolve routing and additional client issues.• Serviced over 30 bare metal servers in a data center, with 11 servers alone hosting 45 virtual machines each.• Trained and mentored junior support team members.• Created documentation for common configurations for both in-house software and integrating third-party software. • Resolved client concerns with voice, fax, and messaging platforms.• Collaborated with vendors to further troubleshoot upstream issues.• Turned client feedback into actionable changes and features.• Audited systems and code to resolve client issues and implement fixes.• Consulted on the decision-making process and direction of projects. • Set up software tests to reproduce and troubleshoot client problems. • Handled tickets and phone calls in a professional, calming, and courteous manner.• Built PBX call flows to fulfill client needs including IVRs, queues, and ring groups.