Aaron Latessa
Detroit,Michigan
Summary
Solutions Engineer with 7+ years of experience designing, delivering, and supporting enterprise UC, VoIP, and cloud collaboration solutions. Proven track record in technical pre-sales, including demos, PoCs, migrations, and RFP responses, bridging complex platforms with business outcomes. Deep expertise in Microsoft Teams, Zoom Phone, SIP trunks, SBCs, and hybrid cloud architectures, with practical experience enabling AI-enhanced features, workflow automation, and operational efficiency. Known for translating technical complexity into clear value for both executives and IT teams.
Overview
8
8
years of professional experience
Work History
Solutions Engineer
BCM One
Detroit, MI
06.2024 - Current
- Serve as the technical lead for enterprise pre-sales engagements, partnering with Account Executives to design and position UCaaS, voice, and cloud connectivity solutions aligned to customer business requirements
- Lead technical discovery sessions with IT, networking, and collaboration stakeholders to uncover requirements related to voice, SIP, networking, compliance, and reliability
- Architect and present custom solutions including Microsoft Teams Operator Connect, Direct Routing, SIP trunking, SBCs, and cloud-based voice services
- Developed and presented technical demos and proofs of concept aimed at ensuring interoperability call flows and platform readiness in intricate customer environments.
- Provided expertise in SIP VoIP carrier interconnects and enterprise voice architecture to facilitate clear communication of technical concepts to executive stakeholders.
- Contributed to RFP/RFQ processes by creating comprehensive technical documentation and detailed solution diagrams to meet enterprise and regulated customer needs.
- Collected and analyzed customer insights to inform product improvements and refine go-to-market strategies.
Sr VoIP Support Engineer
BCM One
Detroit, MI
04.2022 - 06.2024
- Served as an escalation point for complex VoIP and SIP-related incidents, supporting enterprise and carrier-grade voice environments
- Troubleshot and resolved issues across SIP signaling, RTP media, SBCs, call routing, codec negotiation, and QoS, often under strict SLAs
- Diagnosed interoperability issues involving UC platforms, carriers, SBCs, analog gateways, and legacy PBX systems
- Analyzed packet captures (PCAPs) and call traces to identify root causes of call quality degradation, one-way audio, registration failures, and call setup errors
- Supported high-availability voice architectures, including redundancy, failover, and disaster recovery scenarios
- Worked closely with carriers, vendors, and internal engineering teams to resolve complex cross-network issues
- Contributed to knowledge base articles, runbooks, and internal documentation, improving mean time to resolution (MTTR) for the support organization
- Supported lawful intercept, E911, and regulatory considerations as required for enterprise voice services
Voice and Data Engineer
BCM One
Detroit, MI
03.2021 - 04.2022
- Designed, deployed, and supported SIP infrastructure using Kamailio proxies and FreeSWITCH, supporting carrier and enterprise voice services
- Engineered and maintained SIP trunk interconnects with multiple vendors, ensuring interoperability across heterogeneous networks and platforms
- Troubleshot complex signaling, media, and routing issues across distributed voice environments
- Supported scalable, high-availability architectures, including load balancing, failover, and redundancy strategies
- Worked directly with vendors and carriers to resolve interop defects, codec mismatches, and call flow inconsistencies
- Participated in voice platform engineering, including configuration management, routing logic, and capacity planning
- Analyzed call flows and packet captures to diagnose issues related to registration, NAT traversal, and media anchoring
- Supported both voice and data networking components, bridging real-time communications with underlying IP infrastructure
- Documented network designs, interop requirements, and operational procedures to support ongoing platform stability
- Contributed to platform reliability by identifying failure modes and recommending architectural improvements
Support Engineer
BCM One
Detroit, MI
09.2018 - 03.2021
- Provided front-line technical support for voice and data services, supporting a diverse base of SMB and enterprise customers
- Handled troubleshooting for VoIP services, SIP trunks, call routing, and basic networking issues
- Escalated complex issues appropriately while gathering logs, call examples, and network details to accelerate resolution
- Assisted with service activations, number ports, and basic configuration changes
- Followed and contributed to incident response procedures, helping meet SLA and customer satisfaction targets
- Documented customer issues and resolutions in ticketing systems, ensuring clear handoffs and accurate historical records
- Developed foundational knowledge of telecom protocols, networking concepts, and customer environments
- Collaborated with senior engineers to resolve issues and learn advanced troubleshooting techniques
Project Coordinator
BCM One
Detroit, MI
01.2018 - 09.2018
- Took ownership of newly closed customer accounts and validated order details to ensure accuracy prior to provisioning and implementation
- Coordinated number porting activities, including collection and verification of LOAs, CSRs, and supporting documentation
- Managed document flow and approvals between customers, carriers, and internal teams to prevent delays and rework
- Submitted and maintained accurate service orders in the CRM, ensuring billing, provisioning, and contract details aligned with the sold solution
- Tracked account progress from sale through activation, proactively identifying issues that could prevent accounts from reaching “green” status
- Served as a coordination point between Sales, Provisioning, Engineering, and Support to resolve discrepancies and unblock stalled orders
- Communicated status updates, requirements, and next steps to customers throughout the onboarding process
Education
BBA - Economics, International Business, Spanish
Grand Valley State University
Allendale, MI01-2018
Skills
- Technical Discovery & Requirements Gathering
- Solution Architecture & Design
- Technical Demos & Proofs of Concept (PoC)
- Pre-Sales Support & Deal Strategy
- RFP / RFQ Technical Responses
- Executive & Technical Stakeholder Communication
- Microsoft Teams, Zoom Phone, UCaaS & SIP trunking
- VoIP troubleshooting, SBCs, number porting, migrations
- Cloud & hybrid deployments (AWS Direct Connect, Azure, On-prem SIP)
- Technical discovery, solution design, demos & PoCs
- Cross-functional collaboration with Sales, Engineering, Product
- Platform automation, workflow integration, AI-enabled UC features
Languages
Spanish
Professional Working
Timeline
Solutions Engineer
BCM One
06.2024 - Current
Sr VoIP Support Engineer
BCM One
04.2022 - 06.2024
Voice and Data Engineer
BCM One
03.2021 - 04.2022
Support Engineer
BCM One
09.2018 - 03.2021
Project Coordinator
BCM One
01.2018 - 09.2018
BBA - Economics, International Business, Spanish
Grand Valley State University