Voice & collaboration platforms
Cisco Unified Communications Manager, Unity Connection, Webex, and related voice infrastructure. Supporting the services behind everyday business communication.
ZACHARY DRAKE / PROFESSIONAL
Communications
people depend on.
My professional focus is unified communications and contact center technology: supporting the platforms, call flows, and connections that keep people working together.
Unified communicationsContact centersEnterprise collaboration
CAREER OVERVIEW
From telecom operations
to enterprise collaboration.
My career has grown through telecommunications roles in healthcare and enterprise environments, from mobile-device and voice support to unified communications engineering.
That experience includes roles at Einstein Healthcare Network and USI Insurance Services, work at Cerner supporting Einstein, and a telecommunications contractor role at Children’s Hospital of Philadelphia (CHOP). Across those settings, the work connects technology with the people and business processes relying on it.
THE ENGINEERING APPROACH
Understand the service.
Follow the problem across platforms, connectivity, call routing, and the user experience.
PLAN THE CHANGEMake the next step deliberate.
Work through dependencies, maintenance planning, validation, and documentation.
WORK WITH PEOPLETranslate between teams.
Coordinate with business stakeholders, vendors, carriers, and fellow engineers.
PROFESSIONAL EXPERIENCE
Technology in context.
Routing & the agent experience
Cisco UCCE, CVP, Finesse, and CUIC, with work spanning call flows, routing, reporting, and production troubleshooting.
The connections between systems
SIP and carrier connectivity, platform lifecycle work, operational documentation, and coordination across technical and business teams.
SELECTED WORK
Change with a purpose.
Selected examples of platform changes, service integration, and operational work across my career.
Collaboration & contact center upgrades
Planning, testing, and execution work for Cisco collaboration and contact center platform upgrades, with attention to dependencies and production change windows.
Emergency calling migration
Work on moving emergency-calling services from Cisco Emergency Responder to Intrado E911.
Call recording & call-flow documentation
Calabrio platform migration work and enterprise contact center routing documentation, connecting platform changes with operational understanding.
Acquisition integration
Supporting the integration of acquired organizations into enterprise voice and collaboration services, working across business teams, vendors, and carriers.
WHERE DRAKELABS FITS
The same questions.
A different scale.
At work, communications need to be dependable and usable. At home, my family needs a media experience they can navigate without a support call. Both make me think about the whole service, not just whether a process is running.
The learning runs both ways. At work, I develop habits around troubleshooting, planning changes, documenting decisions, and thinking about the people who depend on a service. Those habits help me improve what I build and run at home.
At home, I have room to explore unfamiliar tools, make mistakes, and work through problems at my own pace. What I learn about Ubuntu, the command line, Docker, and automation broadens the perspective I bring back to work. The environments are different, but the curiosity and problem-solving carry across.
Design for adoption
Standardizing family playback clients and simplifying access made the people using the system part of the design.
Read the family-access story →Learn through operations
Linux and Docker became familiar through real maintenance and troubleshooting.
Explore the lab learning →Keep a useful record
Document decisions, lessons, and how AI contributed so the work can be understood and reviewed.
How the work was done →PROFESSIONAL LINKS
A profile that connects the work.
Connect with me on LinkedIn for my professional background and experience.
Explore the personal projects →