A sample of recent programs. Client names are withheld; details are available in conversation.

Featured case studies

Microsoft Teams voice migration

Client: Large international organization
Challenge: Move every location’s voice service to Microsoft Teams across the U.S. and Canada.
Role: Program lead, owning requirements and call-flow design for every site.
What we did: Ran a site-by-site rollout with requirements gathering, call-flow design and cutover coordination for each location.
Result: 500+ locations and 50,000+ phone numbers migrated to Teams.

Multi-client CCaaS migration portfolio

Client: Global life-sciences services provider
Challenge: Move contact centers for ten pharmaceutical and medical-device brands to the cloud under one shared-governance model.
Role: Portfolio delivery leadership.
What we did: Streamlined governance into SteerCo decisions and daily working sessions, re-baselined the rollout, and defined two acceptance gates (scope, then UAT and go-live) tied to payment milestones.

Agentic voice AI for sales and service

Client: National insurance brokerage
Challenge: Handle priority caller intents with AI without losing the handoff to licensed agents.
Role: Program lead.
What we did: Delivered an AI voice agent integrated with the contact-center platform, CRM and quoting APIs. It creates leads in real time to drive screen pops and warm-transfers callers to agents, on a phased roadmap toward further self-service.

500-user single-tenant CCaaS migration

Client: Canadian utility
Challenge: A complex migration (Teams presence, WFM, SAP-integrated chat, SMS, IVR, dialer, middleware) against a compressed, mandated go-live.
Role: Program lead.
What we did: Built the full BRD, traceability matrix and call-flow library, and brought the schedule risk into the open with formal executive risk acceptance.

Enterprise data center migration

Client: International client
Challenge: Migrate or decommission an enterprise data center estate, including the corporate AS/400 and SharePoint farm.
Role: Program director over 90+ people across 18 sub-projects.
What we did: Ran the sub-projects as one integrated program with shared governance and cutover planning.
Result: 436 databases and 360 servers migrated or decommissioned, plus the AS/400 and the enterprise SharePoint farm.

Application and data center cloud migration

Client: Large international organization
Challenge: Move major applications to the cloud under fixed deadlines.
Role: Program lead for a blended internal and partner team.
What we did: Took each application from complexity assessment through migration, hypercare and legacy decommissioning.
Result: 50+ major applications migrated to the cloud.

More engagements

Contact center & AI

Enterprise IT helpdesk modernization, global life-sciences services provider: an integrated cloud contact-center and conversational-AI program, restructured from a serial two-phase plan into connected parallel workstreams under a biweekly executive SteerCo.

Contact-center deployment and AI web-chat pilot, security and monitoring company: a cloud contact center for central-station operations, then a conversational-AI chat pilot replacing a legacy messaging tool.

Chat, outbound and AI auto-summary, global hospitality brand: live agent chat, outbound optimization and AI-generated interaction summaries, with an agent-desktop migration and a train-the-trainer program.

Patient-experience contact-center assessment, specialty healthcare provider: an eight-week review of platform, workflows and adoption, with quick-win fixes and a prioritized roadmap.

Infrastructure, telecom & cloud

Telecom integration for acquisitions, national insurance brokerage: office moves and number-port cutovers as acquired agencies joined the corporate phone system.

IT service monitoring program, global information-services company: monitoring across virtual desktops, Microsoft 365, devices and printers, plus the case for AIOps-based observability.

Contact-center outsourcing pilot, financial-technology company: two outsourcing vendors onboarded, with a virtual-desktop build, third-party security review, agent training and UAT.

Strategy & delivery practice

Software selection, mining companies: requirements, maturity workshops, vendor demos and the financial case for climate-transition planning software.

Business and delivery audit, creative agency: profitability by service line, scoping and estimating discipline, and time tracking.

Earlier career. Three decades of enterprise technology services, including VP of Consulting for the Great Lakes region’s largest dedicated information-security firm, national Microsoft practice leadership, and Active Directory and Exchange architectures for enterprises of 5,000 to 65,000 seats.