Michael Mills
UCaaS / CCaaS Telephony Specialist delivering the UCaaS and CCaaS Telephony and Contact Centre Solutions including migrating legacy systems to In Cloud Services.
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About
A highly motivated and client-focused IT contractor with over 30 years of experience within the IT industry, including the last 25 years specialising in telecommunications and supporting the Avaya Blue and Nortel suite of products. More recently, I have expanded my expertise into the UCaaS (Unified Communications as a Service) and CCaaS (Contact Centre as a Service) domains, supporting the delivery and adoption of modern cloud-based communications and contact centre solutions.
Having worked extensively across both client and vendor environments, I have developed a comprehensive understanding of the IT and telecoms sectors from multiple perspectives. Throughout my career, I have amassed significant experience within both the private and public sectors, building strong technical, analytical, and customer service skills.
I am equally comfortable working collaboratively as part of a team or independently when required, consistently demonstrating professionalism, adaptability, and a commitment to delivering high-quality results. With a strong customer focus and a proven ability to build effective stakeholder relationships, I am dedicated to delivering reliable, business-focused technology solutions that meet organisational objectives
Experience
Senior Network Voice Data Analyst / Engineer, Manchester City Council
February 2020 - Present
Telecommunications 8x8 UCaaS / CCaaS Team Lead
Following Manchester City Council's migration from the Avaya Blue/Nortel platform to 8x8 UCaaS and CCaaS, I became responsible for the administration, support, development, and continual improvement of the Council's 8x8 telephony platform.
A key achievement was redesigning and rebuilding vendor-implemented scripts, correcting invalid and empty exit points that caused calls to terminate unexpectedly. This significantly improved customer experience, particularly on callback services and revenue-generating lines.
Project Responsibilities
Gather customer requirements.
Design and build new call flows and scripts.
Deploy solutions into test environments.
Facilitate User Acceptance Testing (UAT).
Obtain customer sign-off.
Raise and manage Change Requests.
Implement and test solutions during maintenance windows.
Produce supporting documentation.
Senior Voice Engineer, Manchester City Council
April 2019 - February 2020
Worked on a two-year migration programme moving critical public services from the Avaya Blue platform to the 8x8 Cloud telephony platform.
Responsibilities included configuring internal routing and integrations to support migration activities, working closely with the Project Manager, and providing 1st, 2nd, and 3rd line support across the Avaya estate, covering BAU support, administration, operations, and maintenance.
Senior Voice Network Engineer, LGSS
March 2018 - March 2019 (Contract)
Provided remote and onsite 2nd and 3rd line support for Northamptonshire County Council, Norwich City Hall, and Northamptonshire Healthcare NHS Foundation Trust.
Supported Avaya CS1000E and Survivable Media Gateway environments across multiple NHS sites, including:
Avaya Aura Contact Centre
Avaya CallPilot
Contact centre call flows
Voicemail and IVR solutions
BAU and project support
NOC Senior Voice Network Engineer, Connect Managed Services
July 2017 - March 2018 (Contract)
Provided global operational support for major multinational customers, including Johnson & Johnson.
Recognised as the subject matter expert for the Johnson & Johnson estate, supporting over 300 sites worldwide. Responsibilities included:
2nd and 3rd line support.
Incident, problem, and change management.
Attendance at Priority 1 Global Command Centre calls.
Project implementation under strict change control.
Management of international third-party maintainers and vendors.
BAU support across the Avaya Blue/Nortel portfolio.
Senior Voice Network Engineer, LGSS
April 2016 - July 2017 (Contract)
Provided 2nd and 3rd line support for Norwich City Council and Northamptonshire Healthcare NHS Foundation Trust.
Supported
Nortel CS1000E PBX and Survivable Media Gateway environments.
Avaya Aura Contact Centre and Multimedia.
Avaya CallPilot.
Verint Call Recording.
Multiple NHS and local government sites.
Responsibilities included administration, maintenance, project delivery, and technical support.
Senior Voice Engineer, Johnson & Johnson
April 2011 - March 2016 (Contract)
Single Point of Contact for 14 Johnson & Johnson sites across 9 countries, supporting over 1,200 users across Prague-based locations and remote sites throughout Eastern Europe and the UAE.
Key Responsibilities
Remote and onsite support.
Moves, Adds and Changes (MACs).
BAU break/fix support.
Project delivery and system enhancements.
Vendor and third-party management.
Disaster recovery and resilience planning.
Documentation of processes and procedures.
Key Achievements
Redesigned the call flow infrastructure to provide redundancy for AACC, CC6, and CallPilot servers.
Developed and implemented new call flow solutions using Avaya Aura Contact Centre and Nortel CC6.
Improved operational efficiency and resilience across multiple international sites.
Technologies: Avaya CS1000E, Avaya Aura Contact Centre, Nortel CC6, CallPilot, Skillset Based Routing, Voicemail, IVR, and eFax solutions.
Education
8x8 Certifications
8x8 UCaaS Certified
8x8 CCaaS Certified
Telecommunications Certifications
Meridian 1 Basic Administration (BT)
Meridian 1 Advanced Administration (BT)
Meridian Mail Administration (BT)
Symposium Call Centre Server Administration (BT)
Professional Qualifications
BTEC NVQ Level 3, Implementing Information Technology Solutions
NVQ Level 2, Using Information Technology
