Résumé
Tom Melchionna
Forward-Deployed Engineer
Enterprise Integration · Applied AI · Production Systems
Denver Metro, CO · tmelchionna@gmail.com · 303-720-8821 · tmel.tm3l.com
Remote or hybrid · 25–50% travel
Professional Summary
Customer-facing engineer and technical operator with 15+ years spanning NOC operations, telecom and network engineering, complex enterprise implementation, Professional Services, and large-scale enterprise delivery. Experienced translating ambiguous customer requirements into deployed telecom and contact-center systems, now extending that operating experience into APIs, data, infrastructure, and AI. Combines hands-on discovery, integration, testing, deployment, and production ownership with architecture judgment, executive communication, and the ability to convert field learning into repeatable engineering patterns. Current independent engineering work focuses on Go, Python, Rust, contract-first APIs, Linux and containers, data systems, and AI/agent infrastructure.
Selected Deployment & Production Impact
- Designed and documented the first 30 sites of a large multi-location rollout, established the implementation pattern for broader delivery teams, and supported six production locations per day while remaining approximately two weeks ahead of schedule.
- Managed approximately 50–80 concurrent customer implementations during high-volume periods, weighted toward complex SIP, IVR, contact-center, routing, and third-party integrations spanning discovery through production acceptance.
- Led recovery of a business-critical contact-center outage through overnight coordination with Support and Engineering, on-site disaster recovery, restoration of distributed users, and follow-up controls intended to reduce recurrence.
Technical & Operating Range
Software & Automation
Go · Python · Rust · Bash · SQL · JavaScript / TypeScript
APIs & Data
HTTP / REST · OpenAPI · JSON / YAML / TOML · PostgreSQL · SQLite · Supabase · pgvector · DuckDB
AI & Agent Systems
OpenAI · Anthropic Claude · Google Gemini · Ollama · LiteLLM · MCP · RAG · Model routing · Local inference
Platform & Delivery
Linux · Docker · Podman · Kubernetes / K3s · Git / GitHub · CI/CD · Cloudflare · AWS / GCP
Networking & Production
TCP/IP · SIP · VoIP · UCaaS / CCaaS · MPLS · DNS · BGP / OSPF · Wireshark / PCAP · Observability · Incident response
Experience
Independent Engineering & Research
2025 — PresentHands-on engineering and systems research
2025 — Present- Developing public engineering projects across Go, Python, and Rust, with emphasis on APIs, data systems, Linux/container infrastructure, automation, and AI integration.
- Designing small, inspectable systems with contract-first and schema-first interfaces, OpenAPI, tests, architecture decision records, and reproducible deployment instructions.
- Researching provider-independent model routing, local/cloud execution, agent coordination, trust boundaries, observability, and repository-aware engineering workflows.
- Preparing source, tests, diagrams, implementation decisions, and operating documentation for public release.
Vonage Business
09/2014 — 09/2025Professional Services Manager
07/2017 — 09/2025- Led enterprise delivery for a $20M–$30M ARR implementation portfolio across distributed retail, franchise, municipal, healthcare, finance, and public-sector environments.
- Reduced project overruns by 30% and delivery timelines by 33% through KPI dashboards, workflow instrumentation, forecasting, and continuous-improvement systems.
- Launched and operationalized a near-shore Tier 1 provisioning organization, increasing project throughput by 25% while sustaining 95% CSAT.
- Designed a structured technical-escalation workflow that reduced resolution cycles from days to hours and improved handoffs between field delivery, Support, Product, and Engineering.
- Converted recurring customer and integration failures into product, tooling, process, and investment recommendations for senior leadership.
- Led high-risk enterprise migrations, escalation response, capacity planning, customer-risk prioritization, and delivery-predictability work across concurrent programs.
Professional Services Supervisor
12/2015 — 07/2017- Expanded from owning complex deployments personally to designing the implementation systems, templates, training, partner workflows, and operating standards used by broader delivery teams.
- Designed and documented the first 30 sites of a large multi-location rollout, established its repeatable implementation model, and supported six production locations per day while remaining approximately two weeks ahead of schedule.
- Led RFP and vendor selection for the organization's first outsourced provisioning and go-live support team, establishing procedures, training, quality expectations, and escalation paths.
- Continued owning high-complexity technical escalations and multi-site deployment architecture across customer, partner, Project Management, Support, and Engineering teams.
Voice / Data Provisioner III
09/2014 — 12/2015- Led customer discovery, solution design, provisioning, integration, QA, UAT, cutover, and go-live for complex multi-site voice, data, and contact-center implementations.
- Designed and deployed SIP trunking, IVR, call-routing, contact-center, endpoint, and third-party platform integrations based on customer business and production requirements.
- Carried approximately 50–80 concurrent projects during periods of high demand and was assigned many of the highest-complexity implementations and escalations.
- Managed 50+ active client deployments while maintaining >99% SLA compliance and contributing more than $100K in new MRR per quarter through implementation and production acceptance.
- Coordinated internal engineers, project managers, on-site resources, carriers, partners, and customer stakeholders through technical readiness and launch.
Telesphere
03/2013 — 09/2014Customer Service & Support Engineer II
03/2013 — 09/2014- Provided Tier 2 support and NOC operations for nationwide VoIP infrastructure, resolving more than 75 weekly requests ranging from MACD work to critical P1 production incidents.
- Diagnosed and restored MPLS and transport faults with carriers and LECs, supporting 99.99% service availability and rapid incident response.
- Configured, deployed, and tested customer-premise equipment remotely and in coordination with on-site teams.
- Troubleshot production voice, data, routing, and endpoint issues across live customer environments.
J-Curve Technologies
08/2011 — 03/2013Tier 2 VoIP Specialist
08/2011 — 03/2013- Supported more than 10 enterprise BroadSoft VoIP clients simultaneously across different platforms, CRMs, ticketing systems, procedures, and escalation models.
- Resolved approximately 90% of inbound escalations while reducing Tier 3 volume by 40% through deeper triage, prioritization, and first-touch diagnosis.
- Maintained >90% CSAT while balancing multiple customer queues and adapting to each client's technical and operational standards.
Education & Certifications
- Cisco CCNA — 2022
- CompTIA Security+ — 2021
- CompTIA Network+ — 2021
East Valley Information Technology School — High School Diploma, concentration in Information Technology