Gregory Dobrer

Pre-sales CX architecture, solution design, RFP/RFI execution, and executive collaboration across AWS Contact Center, AI/ML models, LLM-powered agent assist, and knowledge automation workloads. Architected Amazon Connect and conversational CX platforms for enterprise, public sector, financial services, and healthcare environments. Delivered multi-region, multi-tenant, and bilingual CX using Amazon Connect, Lex V2, QnABot, Bedrock, Kendra, Lambda, API Gateway, EventBridge, DynamoDB, and Contact Lens. Designed unified routing, secure agent desktops, identity integration, escalation workflows, and automated knowledge systems supporting long-term CX scale and continuity. Led pre-sales qualification, discovery, migration strategy, enterprise scoping, and competitive proposal development. Built modernization plans, cost and sizing models, CX automation criteria, omnichannel routing logic, and legacy conversion paths. Enabled CX optimization, SLA transparency, escalation reduction, and operational savings through analytics, LLM-driven assist, automation, and knowledge routing. Delivered compliant CX environments aligned with FedRAMP, HIPAA, PCI DSS, and regulated workloads. Integrated carrier-grade SIP, SBCs, and emergency services with AWS CX for multi-site and enterprise deployments. Built analytics pipelines using DynamoDB, Contact Lens, Glue, Athena, and QuickSight to improve SLA visibility, service intelligence, and agent performance. Automated CI/CD delivery, infrastructure-as-code deployment, catalog-driven provisioning, and operational governance using CloudFormation, Terraform, and AWS alignment frameworks. Supported partner-led deployments, production tuning, escalation handling, and post-sale refinement for CX automation, analytics, and cloud strategy. Media: Full AWS, Cisco, CX, and technical credential portfolio available at https://certs.voiceandwireless.com

Designed and deployed Cisco enterprise telephony and CX solutions, including Contact Center Enterprise and Contact Center Express, Cisco CUBE, PSTN SIP and PRI routing, and Tier-1 carrier connectivity supporting multi-site interoperability, carrier diversity, and regulated service environments. Led presales discovery, solution sizing, migration planning, and competitive proposal support for voice modernization and CX transformation initiatives. Engineered in-cloud Asterisk PBX platforms and executed migrations from Avaya and Genesys to Cisco across multi-client environments. Integrated Zoho, Zendesk, Salesforce, and other CRM platforms with telephony, routing, and escalation workflows to enhance service continuity and customer experience. Architected and maintained VoIP, SIP, and PBX systems across on-prem and early AWS-hosted environments during the pre-Amazon Connect era. Delivered unified communications architectures supporting emergency dispatch workloads and built geo-redundant PSAP environments for uninterrupted emergency operations. Integrated Oracle SBC, Acme Packet, and AudioCodes for distributed SBC control and hybrid routing across enterprise deployments. Delivered SIP-based interoperability across hybrid on-prem and AWS environments before Amazon Connect availability, applying early cloud routing logic and cross-site SIP trunk exchange. Supported cost-effective legacy conversion, escalation reduction, and operational efficiency gains across regulated and multi-client environments. Enabled partner-led delivery, enterprise qualification, and modernization execution, forming the technical foundation later applied to cloud contact center strategy and Amazon Connect architecture.

Delivered secure enterprise voice infrastructure across SIP, VoIP, VPN, SBC, and PBX environments. Designed SIP-over-VPN routing for encrypted interbank communication and managed voice gateways, firewalls, VPN concentrators, and multi-site telephony platforms. Supported signaling, QoS, traffic segmentation, and real-time communications reliability across financial workloads, ensuring compliant, resilient, and high-availability voice operations.

Engineered enterprise voice and data infrastructure across WAN, LAN, campus, and data center environments. Led CUCM 3.x pre-deployment development and supported ISDN PRI and FXO interoperability, MGCP, H.323, and early SIP architectures. Delivered POC, pilot, and production implementations for PBX migration, SIP integration, ISDN trunking, and distributed voice gateway rollout. Performed signaling analysis, call-flow modeling, and multi-site interoperability testing. Optimized WAN and LAN circuits using NetForge traffic generators to validate throughput, jitter, latency, QoS performance, and routing behavior. Built and expanded Cisco BOC broadband operations centers supporting nationwide provisioning, real-time monitoring, and escalation workflows. Designed and validated network architectures using BGP, OSPF, and EIGRP. Implemented MPLS and VPN connectivity and applied firewall and ACL security controls. Built LAN and WAN segments to support converged voice and data communication and integrated early wireless access infrastructure. Executed multi-site upgrades and production cutovers for financial and federal clients requiring resilient, high-availability systems.

Engineer and maintained ISP-scale network infrastructure across backbone, regional, and customer-access environments. Built and optimized WAN and LAN segments using BGP, OSPF, and EIGRP, configured routers, switches, and firewalls, and implemented ACL, VPN, and security controls for enterprise and residential connectivity. Supported data center routing, multi-homed Internet connectivity, and peering relationships, ensuring reliable throughput and uptime across high-demand environments. Executed national ISP network upgrades, routed traffic across redundant backbone paths, validated backbone performance and capacity, and maintained service availability for commercial and government customers. Integrated early wireless access solutions and provided escalation support for complex routing, switching, and security events across distributed ISP infrastructure.