Engineering the voice layer
behind enterprise contact centers.
I design and run the carrier-grade SIP/SBC, redundant voice infrastructure and AI-driven contact-center platforms that keep enterprise communications online. Based in Tokyo · 5+ years · bilingual EN/JP.
I'm a Network & Infrastructure Engineer and a Contact Center & Unified Communications Specialist with a BSc (Hons) in Computer Networking & IT Security and 5+ years building enterprise voice infrastructure in Japan. My work sits where the network meets the conversation: carrier-grade SIP trunks, session border controllers, redundant multi-data-center voice paths, and the contact-center platforms (NiCE CXone, Zoom, Avaya) that enterprises run their customer operations on. Lately I've been building AI-driven automation — conversational agents and CRM-integrated call flows — on top of that foundation. I work fluently across English and Japanese, coordinate international vendors, and partner with clients worldwide.
- Engineered carrier-grade shared SIP trunks connecting Tramline (company carrier) to NiCE CXone and Zoom Contact Center, letting any customer use Tramline numbers directly.
- Built fully redundant active-active voice architecture across two Equinix data centers (Tokyo TY8 primary, Osaka OS3 failover) for automatic carrier-route failover.
- Integrated Avaya IP Office (UCaaS) with NiCE CXone for seamless cross-platform call transfer to senior staff on the PBX.
- Designed 500+ IVR/call-flow scenarios in NiCE CXone and 100+ in Zoom, including REST-API CRM integrations with ANI-based screen-pops.
- Delivered a flagship 800+ user, 4-site contact-center program with third-party app, Oracle DB Connector and ICX transcription integrations.
- Administered VMware vSphere ESXi virtualization and Nextgen B5000 session border controllers, and ran VoIP network stress testing to validate capacity and call quality.
- Configured and maintained Netgear switches and Cisco routers and switches across the voice network.
- Managed international vendors end-to-end — NiCE, Zoom, Avaya, Atcom, Yealink and more.
- Oversaw production lines and equipment, keeping performance high and downtime minimal.
- Performed timely maintenance and managed water treatment/filtration systems.
- Collaborated across teams to improve efficiency under pressure.
- Handled incident tickets, escalation protocols and technical resolution.
- Configured routers/switches and troubleshot end-user devices for connectivity.
- Provided phone and remote support; reported incident progress to the IT Director.
Networking
LAN/WAN design, routing & switching, L2/L3 deployment, firewalls, VPN, VLAN, TCP/IP, optimization.
Telecom / UC
PBX, Cloud PBX, VoIP, SIP, SBC, UCaaS, CCaaS, media servers, SIP gateways.
Cloud & Servers
AWS, VMware virtualization, Windows Server, Oracle Linux, data-center operations.
AI / Conversational
Cognigy, NiCE CXone AI, LLM-based agents, Zoom Virtual Agent, CRM-integrated flows.
Security
Vulnerability assessment, penetration testing, Nmap, Kali Linux, Wireshark.
Automation
IVR & call-flow design, API testing & third-party integration, vendor coordination.
Alongside full-time work, I take on a limited number of consulting engagements and one-to-one coaching for businesses and individuals who want to get serious about Networking, Telecommunications and IT Security — turning hands-on enterprise experience into practical, real-world results.
Network, Telecom & IT Security Consulting
Advisory and hands-on support for businesses building or hardening their network and communications infrastructure — from design and security review to deployment, sales strategy and vendor coordination.
- Network & LAN/WAN design review, segmentation, VLAN/VPN and firewall posture
- VoIP / SIP / SBC and contact-center (CCaaS/UCaaS) architecture and troubleshooting
- Security assessment — vulnerability scanning, hardening and remediation guidance
- Business development & sales enablement — identifying opportunities, shaping the approach and proposals
- Vendor management & communication — clear coordination and reporting throughout rollout
Networking, Telecom & Security Coaching
One-to-one mentoring, custom-tailored to each individual's goals and level, for people who specifically want to master Networking, Telecommunications and IT Security — practical, lab-driven sessions built around real enterprise scenarios, not just theory.
- A learning path tailored to your goals — fundamentals → routing & switching → CCNA
- Telecommunications & VoIP — SIP, PBX and contact-center foundations with real scenarios
- Hands-on security labs — Nmap, Wireshark, Kali Linux, penetration-testing basics
- Interview prep, CV review and career direction for IT, network & security roles
Sessions run remotely in English or Nepali · rates and availability on request
Shared SIP trunk: carrier ↔ cloud CC
Built a shared SIP trunk linking the company carrier (Tramline) to NiCE CXone and Zoom Contact Center, so any contact-center customer can provision and use carrier phone numbers natively — no per-customer trunk setup.
Active-active redundant voice across 2 DCs
Designed a dual-data-center voice path (Tokyo TY8 primary, Osaka OS3 failover) with active-active routing, so a fault on the main line fails over to the Osaka route automatically with no dropped service.
800-user, 4-site contact center
Led a multi-site CXone rollout for 800+ users (supervisors, operators, managers) with third-party app integration, Oracle DB via NiCE Database Connector, and ICX transcription over REST API. One of the company's largest by revenue and scope.
CXone (CC) ↔ Avaya IPO (UC) call transfer
Integrated the NiCE CXone cloud contact center (CCaaS) with the on-prem Avaya IP Office PBX (UCaaS), so agents can transfer live customer calls to senior officers on Avaya IP Office — a seamless CC-to-UC call-transfer path in a single flow.
Whether you're hiring for a full-time network, infrastructure or contact-center role, need consulting on your voice and network infrastructure, or want training and coaching in Computer Networking, IT Security or AI — I'd be glad to talk. Drop a message and I'll get back to you.