18 years inside other people's phone systems

The work divides fairly cleanly into three kinds. Migrations, where a platform has to move and cannot stop dialing while it does. Rescues, where something is wrong and the symptom everyone is looking at is not the cause. And architecture, where a business has outgrown a design that was correct when it was chosen.

What ties them together is that the hard part is rarely the telephony. It's that a floor of agents is depending on the system while you change it, and there is no maintenance window that anybody will agree to. Most of what I know is about doing that safely — parallel builds, reversible cutovers, and knowing which failure modes are worth rehearsing before they happen rather than after.

I run four companies now, all pointed at the same problem from different angles. The two doing the most are Adoptiv Inc, a dialer and CRM built as one system rather than two joined by an integration, and VICIfast LLC, managed VICIdial for teams who want the platform without the server. Alongside them, Callix LLC provides engineers to teams running their own stack, and Prishal Technolabs Pvt. Ltd. supplies the delivery and campaign capacity behind all of it.