Tafadzwa (Tony) Sango
Durban
Summary
A results-driven Senior VoIP Engineer with 7 years of experience in designing, deploying, and optimizing VoIP systems and contact center platforms like RingCentral, Amazon Connect, and Twilio. Adept at integrating automation into workflows using DevOps tools such as CI/CD pipelines and basic Python scripting, ensuring streamlined operations and faster time-to-market. Skilled in troubleshooting, collaborating with cross-functional teams, and driving innovation to enhance customer experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Unified Communications Engineer
Momentum Group Limited
01.2023 - Current
- Investigated faults in voice and data across local and wide area networks.
- Implemented cost-saving measures throughout project lifecycles, reducing overall expenses while maintaining quality standards.
- Increased bandwidth capacity by upgrading existing infrastructure and network components.
- Managed complex projects from conception to completion, delivering high-quality results within established timelines.
- Lead third-level support for contact centers and branch VoIP platforms, driving proactive troubleshooting and incident resolution to ensure minimal downtime.
Senior VoIP Engineer | Technical Product Manager
TravSIM GmbH
07.2020 - 10.2022
- Managed day-to-day operations of VoIP development and infrastructure support, focusing on scalability, security, and user experience optimization.
- Integrated Twilio communication APIs with the in-development CRM and VoIP platforms for the YOOTOK project, ensuring faster market deployment by leveraging pre-built solutions.
- Deployed Amazon Connect as part of the VoIP infrastructure for YOOTOK, integrating it with the CRM system to manage inbound/outbound communication efficiently, expediting time-to-market while maintaining quality.
- Defined operational procedures for VoIP systems, providing technical documentation and training to ensure smooth support handover and long-term sustainability.
Senior VoIP Engineer
Switch Telecom
07.2019 - 07.2020
- Designed and deployed Asterisk-based IVR systems, integrating them with customer applications to support a range of voice services.
- Provided second-level support for VoIP issues, utilizing SIP debugging tools like Wireshark to diagnose and resolve call quality and routing issues.
- Led the implementation of automation scripts to optimize call termination and routing, significantly improving service reliability and reducing manual intervention.
Customer Service Representative
AVOXI
10.2018 - 06.2019
- Delivered front-line VoIP support for both private and business customers, handling configurations, call routing, and voicemail setups.
- Coordinated with second- and third-line support to troubleshoot complex issues, providing solutions for voice and VoIP services in a global environment.
- Configured VoIP phones and ATA devices for end-users
VoIP Support Specialist
Lanline Technologies
11.2017 - 09.2018
- Managed VoIP configurations and PBX system support, working with brands such as Asterisk, Yeastar, and Grandstream on both physical and cloud-based systems.
- Assisted reseller customers with the setup of 3CX-based contact centers, integrating legacy PSTN systems with modern VoIP solutions for seamless transitions.
- Performed onsite installation and support of client across the province.
Technical Support Advisor
Webafrica
05.2016 - 09.2017
- Provided remote technical support for web hosting environments, troubleshooting DNS and migration issues to ensure smooth operations for customers.
- Supported the migration of web services from legacy systems to new server infrastructure, enhancing performance and reliability.
Education
Bachelor of Technology - Textile Technology
University of Science And Technology
Bulawayo, Zimbabwe05.2012
Skills
Voice architecture
SIP/RTP/RTCP troubleshooting
Contact center platforms
Cloud infrastructure
Project management
Customer service
Certification
- Advanced DevOps Certificate (Umuzi - 2024)
- FreeSWITCH Specialist (Voip School - 2024)
- [SBC: Essentials & Configuration (AudioCodes - 2023)
- Continuous Integration: Tools (LinkedIn - 2022)
- Digium Certified Asterisk Associate (Sangoma - 2021)
- CompTIA A+ (CompTIA - 2015)
Languages
English
Bilingual or Proficient (C2)
Timeline
Senior Unified Communications Engineer
Momentum Group Limited
01.2023 - Current
Senior VoIP Engineer | Technical Product Manager
TravSIM GmbH
07.2020 - 10.2022
Senior VoIP Engineer
Switch Telecom
07.2019 - 07.2020
Customer Service Representative
AVOXI
10.2018 - 06.2019
VoIP Support Specialist
Lanline Technologies
11.2017 - 09.2018
Technical Support Advisor
Webafrica
05.2016 - 09.2017
Bachelor of Technology - Textile Technology
University of Science And Technology
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