Ryan Bradon

Professional Services Consultant | UCaaS, CCaaS IVR/ACD/AI Solutions Architect

About

My interest in high-volume Contact Centers grew from supporting customers with application and network issues. With a strong grasp of CCaaS/UCaaS components and critical thinking skills, I confidently propose solutions for complex contact center environments.

Work experience

Contact Center Engineer · Webster Bank

Stamford, CT

June 9, 2025 - Present

  • Implement Voice Biometrics solution for mitigating potential fraud via forking the media stream via SIPREC and SRTP.
  • Provide solutions for Executive Leadership Team high value projects related to Contact Center integrations.
  • Support Webster's current Contact Center solution with Chat, Email, Fax, SMS integration and Salesforce.
  • Diagnoses problems and handle trouble tickets from Webster Bank IT Team and business units within the organization.
  • Build new and optimize existing IVRs with APIs to allow self-service and fraud detection (risk mitigation) services.
  • Coordinate with internal organizations and the continued growth and demand of HSA Bank (via acquisition) and Webster Bank.
  • Provide support for the Cisco WebEx, Microsoft Teams SIP Trunk Configurations for UCaaS/CCaaS hybrid implementation.

Senior Solutions Delivery Consultant · Nextiva Inc.

Scottsdale, AZ

March 21, 2022 - March 7, 2024

  • Improved delivery of CCaaS/UCaaS implementations by decreasing average implementation time to mere weeks instead of months via streamlining the tenant provisioning process with the CCaaS vendor.
  • Collaborated with sales ops and pre-sales engineers for defining explicit customer requirements at the pre-provisioning stage, mitigating a series of issues that had gone unnoticed by the Product and Engineering Teams which caused a negative customer experience and greatly prolonged the build of the CCaaS solution.
  • Optimized the CCaaS Business Requirements Workbook via removal of superfluous configuration worksheets and adding of critical go-live details. this was achieved by automation of UAT and Go-live documentation for customer sign-offs for streamlining the entire delivery of the Project and CCaaS Solution.
  • Educated Project Managers and Support Managers for CCaaS deployment strategies to ensure timeliness delivery, identification of risks/gaps, and clear communication to all project stakeholders to ensure project is delivered as defined per the SOW.
  • Spearhead a "Zero Downtime" strategy for Local Number Porting or RespORG of DIDs and Toll-Free numbers. This successfully enabled operations staff to complete required configuration in less than one minute instead of multiple hours via Python/Powershell.
  • Developed a "Bulk Import" of Agents/Admins/Supervisors, Agent Groups, Queues, Channels, Campaigns via selecting a CSV or Excel Workbook for the customer's business requirements for "bootstrapping" the new CCaaS tenant environment. Bootstrapping the tenant with the proposed configuration before the customer starts on-boarding mitigated any scope-creep or issues encountered during the Administrator and Agent Training sessions.
  • Introduced the concept of performing rapid design sessions with customers and showing project stakeholders explicitly how the envisioned solution will meet business requirements. For background, I am an advocate of the "Zen of Python" and incorporate these guidelines for my projects -"In the face of ambiguity, refuse the temptation to guess."
  • Introduced the concept of retrospectives for full transparency and documentation for successes and failures of all projects worth noting to ensure delivery of the solution is continuously improved.

Contact Center Solutions Engineer · KAR Global

Carmel, IN

July 15, 2021 - Jan. 10, 2022

  • Supported over 20 different business units under KAR Global(Openlane) using SalesForce and Five9 CCaaS solution.
  • Addressed trending support and admin/agent issues to ensure availability of across all systems, all locations via network and application troubleshooting.
  • Familiarized and mastered the entire Five9 product suite and performed an entire audit of their existing Five9 implementation for road-map and improvements.
  • Removed responsibility of IVR schedules from Five9 administrator to owner of the Business Unit via using Salesforce "Business Hours" and removed the Five9 dependency on IVR Schedules to reduce complexity and administrator overhead.
  • Demonstrated and implemented newly released Five9 features and functionality for improved agent work-flows, via API triggers, incorporating new user roles (RBAC), security profiles, work-flows, templates, email alerts, CRM integrations, Auto-dialer, Contacts management, and API adoption.
  • Recommended, scheduled, and performed software improvements and upgrades.
  • Identified and resolved integration, SSO or configuration issues for retrieving records or creating cases/activities on Salesforce.com from Five9 Agent Desktop.

Cloud Contact Center Support Engineer · Cisco Meraki

San Francisco, CA

July 1, 2020 - April 23, 2021

  • Perform a complete risk assessment for migration of existing telephony vendors for decommissioning of unused numbers, PRI circuits and equipment decreasing operational costs and administrative overhead.
  • Completed a re-architecture of the IVR/ACD for skills-based routing and greatly optimizing the inbound caller experience.
  • Supported agent workstation issues involving application faults, network connectivity, or hardware issues.
  • Troubleshoot network outages and generate incident outage reports within SLA for the 500+ plus Agent contact center environment.

Sr. Support Specialist · Exxact Corp

Fremont, CA

May 13, 2020 - July 24, 2020

  • Assembled high-performance ML application servers.
  • Creates customer facing documentation for Nvidia propreitary driver installation for Ubuntu; aimed for a highly technical audience.
  • Support University professors and R&D teams with troubleshooting and debugging to identify hardware defects, Required changes to Linux system configuration or environment, repair Nvidia CUDA driver installations, assist with PyTorch, TensorFlow, and other ML applications.

Professional Services Engineer, CoE · 8x8, Inc.

San Jose, CA

May 20, 2019 - Jan. 6, 2020

  • Draft construct SOWs and implement customized solutions utilizing hosted services, products, APIs, and software development tools.
  • Teach customers and train teams on new features and product enhancements, APIs, via technical writing and workshops for demonstrations
  • Build applications for proposal of design/solutions via engagement with a POC (Proof of Concept) to meet customer requirements via customization of the Contact Center.
  • Build automation tools and APIs as well as engage with Product Teams to deeply understand capabilities and suggest improvements and new features based on market needs.

Solutions Delivery Consultant · 8x8, Inc.

San Jose, California

July 9, 2018 - May 20, 2019

  • Manage and maintain the customer relationship during the deployment for continued growth and success.
  • Act as the single point of contact for any issues and escalate as needed to the appropriate team for issue resolution.
  • Provide guidance on hosted voice configurations, call center design, and end-points.
  • Complete configuration, implementation, and testing of 8x8 services including Contact Center, Telephony, chat, dialers, SIP trunks, and dial plans.
  • Advise customers on the configuration of IP networks for optimizing VoIP traffic.

Professional Services Consultant · Contivio Inc.

San Jose, CA

April 11, 2016 - April 19, 2018

  • Assisted clients with Contact Center configuration, testing, training, and upgrades.
  • Approach design with a consultative angle to meet customer use cases and success criteria.
  • Engage with customers on-site and remotely for project kick-off meetings, design, and delivery sessions.
  • Complete detailed design documentation including call flows and user information.

Professional Services Consultant · 8x8, Inc.

San Jose, CA

Aug. 8, 2013 - July 6, 2015

  • Work closely with clients to understand their needs, challenges, and goals.
  • Assist with providing an in-depth UC/CC solution design, leading the delivery of the hybrid UCaaS & CCaaS platform.
  • Support customers during go-live after completing their agent, supervisor and admin training.

Senior Sales and Support Engineer · Contivio Inc.

San Jose, CA

Aug. 10, 2013 - Aug. 24, 2012

  • Acted as Sales Engineer, assisting the VP of Sales to help close opportunities with a high degree of success.
  • Led the very first implementations of the new Contact Center offering.
  • Learned to offer solutions that not only meets the customer's requirements, but also explores CRM system and custom integrations.
  • QA Tested various CRM solutions and other products commonly used in the Contact Center industry for integrations (e.g., Salesforce, Netsuite, Microsoft Dynamics, SugarCRM, Oracle On-Demand, and ZoHo CRM.

Senior Support Engineer · Contivio Inc.

San Jose, CA

Feb. 10, 2011 - Aug. 24, 2012

  • Addressed VoIP escalations to NOC of voice carriers and SIP Trunking vendors.
  • Performed SIP debugging using Wireshark raw packet captures.
  • Applied advanced networking skills required for engaging customers, diagnosing issues via remote access.
  • Worked with 3rd-party vendors for Firewalls bugs related to NAT-transversal, codec negotiation, and malformed SIP/SDP messages per RFC3261 and DTMF RFC2833.