The situation
Enterprise contact-center deals kept stalling at the same place: the prospect needed the agent toolbar to sync in real time with Zoom and Microsoft, the tools their reps already lived in. That gap was a line-item blocker in the evaluation — the deal sat there until someone built it.
What I built
- Real-time Zoom + Microsoft sync built into the integration suite. Presence and call state flowed both directions, so reps didn't have to reconcile two tools by hand.
- Custom middleware that carried the telephony events into the customer's CRM workflows, where the work actually got done.
- The implementation playbook behind it: an onboarding framework built around case-study challenges. The services team made it their standard.
See it working
Two short demos of the dialer staying in sync with Teams and Zoom.
Product demos from the Talkdesk era · 2× speed · sound removed.
Outcome
$1M+
in deals moved across the line once the gap was closed.
in deals moved across the line once the gap was closed.
Owned
The integration builds and the onboarding framework that outlived my time there.
Why it mattered
This is the pattern that runs through all my work. The deal isn't blocked by the slide deck; it's blocked by one capability that has to actually exist and actually work. My job is to make it exist.
The integration was the deal.
Custom middlewareZoom APIMicrosoft integrationReal-time sync