Summary & background
Connex One is a Software-as-a-service (SaaS) company specialising in the development of in-house omni-channel and AI-driven customer engagement platforms. With presence in the UK, USA, South Africa, Australia and Europe, Connex are rapidly expanding to other territories and continually bringing on new customers.
My place in the company
Having worked closely with a lot of individuals at Connex during previous roles, the level of familiarity with people and the product allowed me to immediately pick up large projects and build a team of specialist engineers without too much friction.
As Head of SIP, my projects here included implementing platform-wide geo-redundant voice switching systems and carrier management systems, allowing Connex to make even more use of their already substantial carrier and voice service portfolio. I also headed up a growing team of numbering and carrier interworking engineers, ensuring that voice and related traffic was balanced across our platform, and ensuring rigorous compliance with all relevant national telecommunications regulations — along with adherence to ISO 27001, ISO 9001, HIPAA, MiFID, PCI DSS and NICC.
Further to my larger projects, I consistently engaged with new carriers in the IP Voice, SMS and social-enabled services sectors, performing interworking testing and onboarding them into our ever-growing estate.
My day-to-day involved leading my team of engineers, giving input into potential carrier interworking issues, building and setting up new international routing dialplans based on Least-Cost Routing in an ever-changing market, implementing new voice edge-nodes to balance traffic across our estate, and engaging with customers on escalated issues that required specialist input.
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