Michael Cowan

About Michael Cowan

Uncompromising, personalized service” is my professional mission statement. Cloud Communications Engineer specializing in CCaaS and enterprise VoIP solutions, with hands-on expertise in Genesys Cloud CX, IVR design, ACD routing, and SIP-based telephony. Strong background in network troubleshooting (TCP/IP, QoS, Wireshark) and delivering highly available, scalable voice platforms. Experienced in AI-driven contact center solutions, including conversational AI and Agent Assist. Proven track record supporting mission-critical environments, optimizing customer experience, and driving system reliability. Focused on advancing into senior-level engineering and architecture roles.

Experience

1. Cloud Communications Engineer

   4Front Credit Union

   Mar 2025 — Present · Traverse City, MI, US

   Lead enterprise cloud telephony migration from on-premises physical phones to Genesys Cloud CX, improving scalability, reliability, and operational efficiency.•Configure and optimize call recording, IVR design, ACD queues, routing logic, retention policies, and role-based access control (RBAC).•Ensure high availability, system reliability, and call quality across VoIP/SIP infrastructure.•Design and implement Genesys Agent Assist using ~800 intents, utterances, and phrases integrated with Knowledge Workbench to enhance AI-driven CX and agent performance.•Develop end-user training documentation and onboarding materials to support seamless adoption and digital transformation.•Administer and maintain Genesys Cloud CX contact center solutions for internal and external communications.•Troubleshoot and resolve complex telephony, VoIP, and contact center issues, minimizing downtime and maintaining SLA performance.•Collaborate with security, infrastructure, and business teams to implement scalable, secure, and compliant voice solutions.•Create and maintain PII data governance documentation to support audits, compliance, and risk management.•Optimize call flows, routing strategies, and customer journeys to improve KPIs, ROI, and customer experience.•Ensure compliance with financial industry regulations and security standards, including PCI-DSS and SOC 2.•Monitor system performance, perform proactive maintenance, and recommend continuous improvements.•Provide Tier 2/3 technical support and training for end users, agents, and administrators.•Partner with vendors and stakeholders to manage system updates, integrations, and enhancements.•Review Statements of Work (SOWs) to validate technical scope and requirements.•Drive innovation by evaluating emerging contact center technologies, AI capabilities, and industry trends.

Education

• Montclair State University

  Bachelor’s Degree