100+ phone accounts, one password spreadsheet, $400K on the table
Senior IT Support Technician → Business Analyst · ~1 year end to end
yearly costs cut
accounts consolidated
vendors after consolidation
The problem
The company's telephony was 100+ separate VoIP vendor accounts — RingCentral plus smaller services like Grasshopper, one per state or province and sometimes per city — all managed out of one big shared password spreadsheet. The per-agent account model that had once made sense had become cost-prohibitive, and nobody had a full picture of what was being paid for what.
What I did
- Consolidated everything into one unified system: Twilio for agent extensions, routing, and the call centre; a single enterprise roster on 8x8 for staff phones.
- Drove the migration account by account — I owned the porting schedules and kept everybody connected while numbers moved. Porting was an entire process of its own.
- Architected the routing as Twilio Studio Flows and built them with a team of engineers, directing calls cleanly to different departments — a configuration-based system that streamlined development work after it.
- Handled the regulatory and compliance workload end to end: porting documents state by state, Do-Not-Call documentation number by number, regulatory filings, SMS shortcodes, and SMS inbound on 800 numbers.
- Preserved the agent-facing product: agents put their extension numbers on marketing materials, so I rebuilt the offering as an extension directory on Twilio rather than letting it die with the old accounts.
Outcome
$400,000 in yearly costs cut — Finance's figure, proven out under director oversight. Just as important: the consolidated platform became the foundation the eXp INBND call centre was built on, and the roadmap responsibility it earned me was my bridge from IT into business analysis and, eventually, product management.
Stack: Twilio (Studio Flows) · 8x8 · RingCentral (legacy) · Jira