Adam Yates
Orlando
Summary
Senior Voice and Contact Center Engineer with over 20 years of experience in designing and modernizing enterprise UCaaS and CCaaS solutions. Expertise in Mitel MiVoice Business and MiContact Center, along with practical knowledge of Zoom Phone and Zoom Contact Center in hybrid and cloud environments. Recognized as a Tier 3 escalation engineer and technical advisor for high-availability contact centers. Proficient in SIP-based voice architectures and optimizing contact center operations during hybrid migrations.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Voice & Contact Center Engineer
Marco
08.2017 - Current
- Design, support, and optimize enterprise Mitel and Zoom Contact Center environments across multi-site organizations.
- Act as a Tier 3 escalation engineer for SIP signaling, call routing, voice quality, and contact center workflow issues.
- Configure and optimize ACD, IVR, and skill-based routing to improve customer experience and reduce handle time.
- Administer MiVoice Border Gateway for secure remote connectivity, SIP trunking, and hybrid integrations.
- Support Zoom Contact Center and Zoom Phone deployments in hybrid Mitel environments, including call flows, queues, agent configuration, reporting, and cloud transition initiatives.
- Lead system upgrades, expansions, and migrations with minimal downtime.
Telecommunications Manager
MV Transportation
Dallas
01.2017 - 08.2017
- Managed enterprise telecommunications operations, including vendor negotiations, network redesigns, and contact center support.
- Designed and supported CTI and call center solutions that reduced call handling times and improved operational efficiency.
Sales Engineer / Mitel Product Specialist
Gibson Teldata
Indianapolis
04.2011 - 04.2015
- Provided customer-facing engineering and technical support for Mitel voice and contact center solutions, including system design, implementations, upgrades, and troubleshooting.
Voice Engineer
Heart Technologies
Peoria
08.2005 - 08.2009
- Installed, supported, and optimized enterprise voice systems, delivering troubleshooting and customer support for business-critical environments.
Owner / Service Manager
United Telecommunications Inc.
Chicago
01.2003 - 01.2005
- Owned and operated a telecommunications services business delivering voice system installation, engineering support, and customer consulting services.
Service Manager / Voice Engineer / Sales
Telcom Data
Chicago
01.2002 - 01.2003
- Managed service delivery and engineering support for voice systems while supporting sales and customer engagements.
Voice Engineer
Champaign Telephone
Champaign
01.1999 - 01.2002
- Supported installation, maintenance, and troubleshooting of enterprise and carrier-grade voice systems.
Skills
- Mitel MiVoice Business, MiContact Center, MiCollab, MiVoice Border Gateway
- Zoom Phone and Zoom Contact Center
- UCaaS and CCaaS architecture and hybrid deployments
- Contact center design, optimization, and modernization
- ACD and skill-based routing
- IVR and call flow design
- Queue, agent, and workforce configuration
- Call recording, quality management, and compliance
- Real-time and historical contact center reporting
- SIP-based voice architecture and SIP trunking
- SBC configuration and call security (RTP, SRTP)
- Voice and network QoS for real-time media
- Hybrid cloud integrations and migrations
- Tier 3 escalation support and root cause analysis
- Customer-facing technical consulting and solution design
Certification
• Mitel MiContact Center
• Mitel MiVoice Business
• Mitel MiCollab
• Mitel Interactions Recording
• MiVoice Business Solutions Engineering
• Mitel Sales Professional
• Zoom Phone
• Zoom Contact Center
• Mitel MiVoice Business
• Mitel MiCollab
• Mitel Interactions Recording
• MiVoice Business Solutions Engineering
• Mitel Sales Professional
• Zoom Phone
• Zoom Contact Center
Core Technologies And Platforms
Mitel MiVoice Business, Mitel MiContact Center, MiCollab, MiVoice Border Gateway, MiVoice Call Recording / MiR, Zoom Phone, Zoom Contact Center, SIP, RTP, SRTP, SBCs, SIP trunking, ACD and IVR, QoS and VLANs, Wireshark, TCP/IP, DNS, DHCP, Enhanced 911.
References
References available upon request.
Timeline
Senior Voice & Contact Center Engineer
Marco
08.2017 - Current
Telecommunications Manager
MV Transportation
01.2017 - 08.2017
Sales Engineer / Mitel Product Specialist
Gibson Teldata
04.2011 - 04.2015
Voice Engineer
Heart Technologies
08.2005 - 08.2009
Owner / Service Manager
United Telecommunications Inc.
01.2003 - 01.2005
Service Manager / Voice Engineer / Sales
Telcom Data
01.2002 - 01.2003
Voice Engineer
Champaign Telephone
01.1999 - 01.2002