Tom Melchionna

• —Developing public engineering projects across Go, Python, and Rust, with emphasis on APIs, data systems, Linux/container infrastructure, automation, and AI integration.
• —Designing small, inspectable systems with contract-first and schema-first interfaces, OpenAPI, tests, architecture decision records, and reproducible deployment instructions.
• —Researching provider-independent model routing, local/cloud execution, agent coordination, trust boundaries, observability, and repository-aware engineering workflows.
• —Preparing source, tests, diagrams, implementation decisions, and operating documentation for public release.

Advanced from supervisor into senior leadership to head the Global Professional Services organization, managing up to 30 direct reports, including a supervisor, across the United States, Poland, Costa Rica, and India. Led the teams and delivery systems behind a $20M–$30M ARR implementation portfolio supporting large-scale deployments across retail, franchise, municipal, finance, healthcare, and public-safety environments.

• —Transformed operations through KPI dashboards and continuous-improvement frameworks, reducing project overruns by 30% and delivery timelines by 33%.
• —Launched and operationalized a near-shore Tier 1 provisioning organization, building processes, training, and coaching that increased project throughput by 25% while sustaining 95% CSAT.
• —Designed a structured technical-escalation workflow that reduced resolution cycles from days to hours, improved handoffs, and converted recurring field and integration failures into Product and Engineering recommendations.
• —Directed platform migrations, integrations, onboarding, renewals, expansion, customer-risk prioritization, capacity planning, and delivery forecasting across concurrent enterprise programs.
• —Partnered across Product, Engineering, Sales, Solutions Engineering, Project Management, Customer Success, Support, partners, and carriers; presented operational insights and business cases that informed budgets and strategic investments.
• —Cultivated a high-retention senior team with average team tenure of 7–9 years and zero voluntary attrition through multiple acquisitions and restructures.

Promoted for performance and technical leadership to lead a regional Professional Services organization spanning complex implementations, platform migrations, staff development, quality assurance, and cross-functional delivery.

• —Created and scaled repeatable deployment models for high-visibility multi-site contact-center programs; a representative rollout standardized the first 30 sites, reached six production locations per day, and remained approximately two weeks ahead of schedule.
• —Led RFP development, scoping, qualification, vendor selection, and negotiation for the company's first outsourced provisioning and go-live support team; established training, processes, and operating standards.
• —Designed Professional Services frameworks across Voice, Data, Access, and Project Management; partnered with Sales to prioritize backlogs and installation forecasts, achieving 100% installed MRR forecast accuracy.
• —Led high-complexity escalations and incident response, including overnight Engineering coordination, on-site disaster recovery, distributed-user restoration, and recurrence controls for a business-critical contact-center outage.

Advanced from support engineer to implementation SME, owning complex multi-site voice, data, and contact-center deployments and serving as a primary escalation point for high-impact projects.

• —Led technical discovery, solution design, provisioning, integration, QA, UAT/UAR, cutover, go-live, hypercare, and handoff for complex enterprise implementations.
• —Designed and deployed SIP trunking, IVR, call-routing, contact-center, endpoint, and third-party platform integrations based on customer business and production requirements.
• —Built, tested, and validated call flows and configuration deliverables; coordinated Project Managers, Engineers, carriers, partners, on-site resources, and customer stakeholders through launch.
• —Carried approximately 50–80 concurrent projects during high-demand periods, including many of the highest-complexity deployments and escalations.
• —Managed 50+ active deployments while maintaining >99% SLA compliance and contributing more than $100K in new MRR per quarter through optimized design and post-launch performance.

Provided Tier 2 support, MACD, and NOC operations for nationwide VoIP and MPLS environments.

• —Resolved 75+ weekly tickets ranging from routine changes to critical P1 production incidents.
• —Diagnosed and restored MPLS and transport faults with carriers and LECs, supporting 99.99% service availability and rapid incident response.
• —Configured, deployed, and tested customer-premise equipment remotely and with on-site teams; troubleshot live voice, data, routing, and endpoint issues.

• —Supported more than 10 enterprise BroadSoft VoIP clients simultaneously across different platforms, CRMs, ticketing systems, procedures, and escalation models.
• —Resolved approximately 90% of inbound escalations while reducing Tier 3 volume by 40% through deeper triage, prioritization, and first-touch diagnosis.
• —Maintained >90% CSAT while balancing multiple customer queues and adapting to each client's technical and operational standards.