Contact-center platform migration, integrations and reporting
Communication Systems Modernization
Supported the modernization of enterprise communication systems through technical integrations, routing configuration, workflow validation, operational reporting and production troubleshooting.
- Context
- Professional · National Sales Partners
- Role
- Engineer on the migration team
- Period
- 2025 — Present
- Stack
- NICE, Mitel, Next.js, React, Node.js
This is work for my employer. Its design, data and the business it supports are confidential, so this page covers my role, the engineering domains and the technologies involved, not how the system works. I'm happy to talk through the engineering in an interview, within those limits.
My role
- Configure, test and troubleshoot inbound routing and IVR behavior while services move between platforms.
- Build integrations and internal web tools that connect the contact-center platform with other business systems.
- Rebuild operational reports and dashboards on the new platform's data.
- Validate changes end to end before and after they go live, and investigate production issues when they don't behave.
Domains & stack
- Telecommunications
- IVR & call routing
- System integration
- Web development
- Operational reporting
- Production support
- NICE
- Mitel
- Next.js
- React
- Node.js
- Python
- SQL
- AWS
How I approach this kind of work
Nothing breaks mid-migration
Every change is tested before it reaches callers and checked again after.
Fail toward a person
When an automated step can't decide, the safe outcome is a human, not a dead end.
Reports people already trust
New data sources are matched against the numbers the business already relies on before they replace them.