Ryan Bradon

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

About

My tech journey began in 1997. After my high school education, I had already familiarized myself with Linux, FreeBSD, Windows Server, and TCP/IP networking and packet captures. Knowing the Cloud and Virtualization before it became widely adopted fueled my desire to learn the architecture of highly available, and distributed applications and micro-services. I understand all areas of tech, supporting the customer with application or networking issues for optimizing the service delivery. Knowing all the components for delivering solutions, and having the required critical thinking skills I have accumulated over the years allows me to confidently propose solutions for the issues faced in high volume contact center environments.

Work experience

Nextiva Inc. · Nextiva

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 with the utmost care $25.000 high performance ML application servers used by Google, Universities, and research students.
  • Create customer facing documentation for NVidia CUDA 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, API’s, and software development tools.
  • Teach customers and train teams on new features and product enhancements, API’s, 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 onsite 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, ngrep-sip, raw packet captures.
  • Applied advanced networking skills required for engaging customers, diagnosing issues via remote access.
  • Worked with 3rd0party vendors for Firewalls bugs related to NAT-transversal, codec negotiation, and malformed SIP/SDP messages per RFC3261 and DTMF RFC2833.

Network Operations Engineer · 8x8 Inc

San Jose, CA

Jan. 10, 2011 - Nov. 7, 2011

  • 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.

Tech Workshops (Volunteer)

Technology Advocate, Youth Mentor · Dev Mission

San Francisco

April 29, 2025 - Present

  • Supports untapped young adults aged 17-24 by providing the hardware, coding instruction, and critical skills needed to pursue tech careers.
  • Connect participants from underserved communities with apprenticeships, internships, and job opportunities.
  • Offer personalized advice and career guidance to help youth succeed in the tech industry.