Summary & background
Connex One builds omni-channel, AI-driven customer engagement software in-house and sells it as SaaS. There are offices in the UK, USA, South Africa, Australia and Europe, and both the territory list and the customer list were growing quickly while I was there.
My place in the company
I already knew a lot of the people and the product from previous roles, so I could pick up large projects straight away and build a team of specialist engineers without much friction.
As Head of SIP I built platform-wide geo-redundant voice switching and the carrier management systems around it, so Connex could get more out of a carrier and voice portfolio that was already substantial. I ran a growing team of numbering and carrier interworking engineers, kept voice and related traffic balanced across the platform, and held us to the national telecoms regulations along with ISO 27001, ISO 9001, HIPAA, MiFID, PCI DSS and NICC.
Alongside the bigger projects I brought on new carriers across IP voice, SMS and social channels: interworking testing first, then onboarding them into the estate.
Day to day: leading the engineers, advising on carrier interworking problems, writing international routing dialplans on Least-Cost Routing in a market that never stopped moving, standing up new voice edge-nodes to spread traffic, and taking the escalations that needed a specialist.
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