Voice agents that actually resolve calls
Copilot Studio and Zoom virtual agents connected to CRM, business systems and knowledge bases — handling routine enquiries end-to-end and handing over to people with full context.
Sydney, Australia · AI voice agents & contact centre platforms
Every call, answered.
AI Communications Solutions Architect
I design voice, contact centre and AI agent solutions — mostly on Microsoft, plus Zoom and other contact centre platforms — that change how organisations talk to their customers.
Platforms I work with
- Teams Phone
- Dynamics 365
- Copilot Studio
- Zoom Contact Center
- Azure
- Power Platform
$ vernon --status
role ...... AI comms solutions architect
focus ..... AI voice agents & contact centre platforms
stack ..... Teams Phone · D365 · Zoom CC · Copilot Studio · Power Platform
based ..... Sydney, Australia · remote-friendly
What I do 01 · AI voice agents 02 · Teams Phone 03 · Contact centre 04 · Automation
Four ways I help.
Enterprise voice on Microsoft Teams
Direct Routing, Calling Plans, auto attendants, call queues and PSTN migrations — designed properly, documented, and cut over without drama.
Contact centres on the right platform
Dynamics 365 Contact Centre, Zoom Contact Center and Teams-certified contact centre apps — omnichannel routing, call flows and IVR designed around customers, not the platform. Earlier in my career: Enghouse and Cisco.
Automation and repeatable delivery
PowerShell, Microsoft Graph and Power Automate to remove manual work — plus reusable deployment frameworks and reference architectures that make every project faster.
Voice agent · live callCopilot Studio
- Hi, I need to change my delivery address.
- Sure — I can see your latest order. What's the new address?
- 12 Harbour Street, Sydney.
- Done. It's updated and you'll get an SMS confirmation.
CRM lookup · update · SMSresolved
Call flowDirect Routing
Contact centre · todayD365 · Zoom
voice412
chat168
sms74
- Skills-based omnichannel routing
- Average wait 0:42
- AI-to-agent handover with context
Service level
88%
Deployment run · new sitepassed
- 01 Users voice-enabled via Graph 32s
- 02 Numbers assigned · policies applied 18s
- 03 Auto attendant & queues built 41s
- 04 Test calls & as-built doc 2m 05s
manual effort saved: ~1 day per site
Connected conversations
Every channel, one conversation.
Voice, chat, SMS, CRM and AI agents designed as one platform — so customers never repeat themselves and your team sees the whole picture.
- years in IT
- 20+
- years in voice & contact centre
- 15+
- AI & voice projects this year
- 13
Selected work
All 15 projects → Built, shipped, running.
Teams-native contact centre core on the Unify model
A reusable platform core that puts an AI front door on Teams Phone numbers, then hands callers to people in Teams with the conversation context already on screen.
Teams Phone calling inside a business web app
A browser phone that lets staff make and take calls on their own Teams Phone number from inside their own web app, with no Teams client and no separate softphone.
CRM-matched AI voice receptionist
A real-time voice agent that recognises callers against a line-of-business database, verifies them, and routes each existing customer straight to their own account team.
Multi-tenant Teams call reporting & analytics
An Azure-hosted pipeline that pulls each customer's Teams call records from Microsoft Graph daily, classifies every call leg, and delivers reports — with onboarding fully automated in GitHub Actions.
Live AI voice agent demo for sales
A split-screen sales page where a salesperson types in a prospect's website and, about a minute later, demos a voice agent that speaks as that prospect's own virtual assistant.
AI voice agent monitoring platform
A multi-vendor service that ingests telemetry from Copilot Studio and Zoom virtual agents, computes daily quality metrics, and raises alerts — hardened through repeated self-run security reviews.
Latest writing
All 12 posts → Findings & wins.
Teams calling in the browser: test before you trust the capability table
Findings from building Teams Phone calling into a web app, where the documentation and the real behaviour didn't always agree.
Getting AI call context onto a Teams agent's screen
Findings and wins from handing AI voice calls to people in Teams with the conversation context attached.
You can't remove a real-time voice agent's "please hold" line — but you can steer it
The spoken preamble before a tool call comes from the platform, not your prompt.
Say hello
Let's connect.
Working on voice, contact centre or AI agents too? I'm always happy to compare notes, swap war stories or talk about a post.