Selected work
Selected work, framed as decisions.
Context, the call I made, what I actually did, what happened, and what I'd want to remember next time.
- Context
A single-vendor support model had become a single point of failure. It also meant we had very little leverage on price or performance.
DecisionAdd a second vendor and bring ownership of telephony closer to the business.
What I didI ran a global RFP, moved us to a dual-vendor model with clear performance gates, and helped bring telephony onto Salesforce Voice and Amazon Connect.
OutcomeApproximately $3.1M in savings and cost avoidance, with quality controls preserved and more direct control over routing, reporting, and outage response.
What I learnedOptionality matters most before you need it.