Selected projects.
Real systems, described by industry rather than by name. Each one: the problem, what I built, and what changed.
Teams-native contact centre core on the Unify model
A reusable platform core that puts an AI front door on Teams Phone numbers, then hands callers to people in Teams with the conversation context already on screen.
Teams Phone calling inside a business web app
A browser phone that lets staff make and take calls on their own Teams Phone number from inside their own web app, with no Teams client and no separate softphone.
CRM-matched AI voice receptionist
A real-time voice agent that recognises callers against a line-of-business database, verifies them, and routes each existing customer straight to their own account team.
Multi-tenant Teams call reporting & analytics
An Azure-hosted pipeline that pulls each customer's Teams call records from Microsoft Graph daily, classifies every call leg, and delivers reports — with onboarding fully automated in GitHub Actions.
Live AI voice agent demo for sales
A split-screen sales page where a salesperson types in a prospect's website and, about a minute later, demos a voice agent that speaks as that prospect's own virtual assistant.
AI voice agent monitoring platform
A multi-vendor service that ingests telemetry from Copilot Studio and Zoom virtual agents, computes daily quality metrics, and raises alerts — hardened through repeated self-run security reviews.
Custom voice gateway for Copilot Studio agents
A Python gateway on Azure Communication Services that puts any Copilot Studio agent on a phone number — with a choice of neural voices, per-number voice routing and live transfer to a Teams user.
SBC estate audit before a carrier migration
A full audit of two on-premises session border controllers and the Teams voice-routing setup, so both could be safely decommissioned ahead of a move to carrier-hosted calling.
Voice-activated IT service desk
A real-time voice agent for internal IT support that recognises staff by caller ID, greets them by name, logs and updates tickets, and texts a self-service password reset link.
Call-transcript search agent that scales
An internal chat agent that searches thousands of contact-centre call transcripts by keyword and date and reports sentiment and themes — rebuilt after it hit a hard platform limit in production.
Automated Teams call-flow documentation
Turned an unreadable, auto-generated call-flow export into a linked set of diagrams and PDFs covering every auto attendant and call queue across a multi-site phone system.
Zoom virtual agent for subscription retention
A Zoom Contact Center virtual agent that recognises known callers, runs a subscription-cancellation retention flow and hands off to the right skilled agent — built entirely on Zoom's native builder.
Skype for Business to Teams voice migration
End-to-end migration of enterprise voice from Skype for Business to Microsoft Teams, including PSTN integration and collaborative calling.
Global contact centre redesign & DR
Designed a global Enghouse contact centre solution for a multi-brand travel group, then built the disaster recovery environment and led a major platform upgrade.
AI build orchestrator
An idea-to-deployment pipeline that researches with one model and builds with another — triggered from chat.