Chris Johnson
Unified Communications Lead
Manchester
Summary
Accomplished Unified Communications Lead with 6+ years managing multiple enterprise communication and CRM systems and delivering complex cloud integrations. Experienced in large-scale technical migrations and optimising UC environments, and implementing scalable solutions.
Overview
12
12
years of professional experience
Work History
Unified Communications Lead
SecureDev Ltd
11.2022 - 09.2025
- Migrated a leading UK financial solutions company with 200+ seats to NICE CXOne Contact Centre platform.
- Ensured 99.999% system uptime was achieved each month across the entire Unified Communications estate.
- Deployed as Technical SME for end customer migration of 400+ workflows across numerous contact channels from Adobe Campaign Manager to Iterable CRM. This migration reduced the customers OpEx by roughly 40%.
- Led the successful implementation of a headless CMS platform (Butter CMS) for a customer which reduced their change lead time by 50%.
- Spearheaded a customers migration from Adobe LiveCycle to a cloud based, low cost OpEx licence model solution, enabling the customer to achieve Cyber Essentials Certification to fulfill a UK Government provided contract.
- Developed and maintained over 50 system documentation wiki pages, ensuring accurate knowledge transfer and operational continuity across communication platforms.
- Collaborated with cross-functional teams from over 20 business units to analyze user feedback, driving enhancements that improved system performance and user engagement.
- Mentored junior staff on best practices in unified communications, fostering a culture of continuous improvement and knowledge sharing.
Unified Communications Lead
Financial Wellness Group
12.2019 - 11.2022
- Responsible for producing and delivering cost effective, stable, scalable, supportable unified communications solutions (inclusive but not limited to Gamma Horizon BroadSoft, Avaya CMS, Cirrus Response Omnichannel CCaaS, MS Teams, Twilio, Esendex) for projects covering all aspects of the organisation.
- Manage projects which require the Installation and configuration of new or upgraded systems, in line with defined procedures and standards and with minimum impact to the organisation.
- Responsible for management of all aspects of the Unified Communications Team, ensuring that the team are skilled correctly enabling them to deliver the required levels of support.
- Led the successful migration from a legacy on-premise Avaya telephony platform to a cloud-based Contact Centre as a Service (CCaaS) solution during the COVID-19 pandemic, enabling full operational continuity through remote working. Oversaw the end-to-end transition—including infrastructure decommissioning, SIP trunk migration, call flow redesign, and platform integration—ensuring minimal disruption, improved scalability, and enhanced business resilience in a critical period.
- Spearheaded the migration of legacy systems to cloud-based solutions, resulting in improved accessibility and reduced operational costs.
- Evaluated emerging communication technologies, providing strategic recommendations that aligned with organizational goals and user needs.
- Established and monitored KPIs for communication systems, ensuring alignment with business objectives and optimizing user satisfaction.
- Conducted training sessions for end-users to maximize adoption of unified communication tools, leading to increased productivity across departments.
Senior Unified Communications Engineer
Financial Wellness Group
03.2018 - 12.2019
- Demonstrated a proven capability in administration of Avaya Communication Manager and associated adjuncts (e.g. CMS, Call Recording, IVR) Avaya Convergence support/administration environments supporting bespoke and/or 3rd party applications.
- Consistently developed, designed and delivered new solutions and maintained the existing telephony & campaign management infrastructure for FWG.
- SME for Adobe Campaign Manager, responsible for design, build and implementation of numerous marketing & servicing campaigns.
- Maintained and updated all required Support and Design documentation.
- Designed, tested, and implemented a multi-channel end-to-end contact strategy using Adobe Campaign Manager for a leading financial solutions provider. This solution ensured consistent, auditable customer engagement across the entire product lifecycle, enabling the organisation to demonstrate full FCA compliance in managing customer accounts and communications.
Dialler Manager
Gregory Pennington Ltd
03.2017 - 03.2018
- Responsible for the day-to-day management and administration of Avaya PDS PG230 System and ConnexOne cloud dialler system.
- Produced & maintained dialler training/ T&C sign off documentation for end users to ensure the organisation reduced risk of incorrect use causing a regulatory breach.
Dialler Supervisor
Gregory Pennington Ltd
01.2014 - 03.2018
- Key tasks included the build and delivery of dialler campaigns to help enable the organisation meet monthly monetary & regulatory targets.
- Demonstrated a keen and competent analytical eye on ensuring the quality & quantity of data available to the organisation was always of the highest standard.
Education
3 A Levels - English Language & Literature, Philosophy of Religion, Sociology
Bluecoat Sixth Form College
Oldham, England01.2005
8 GCSE’s A- C - English, Mathematics & Science
Bluecoat School CofE
Oldham, England01.2003
Skills
CCaaS/ UCaaS Management
Cloud Technology Implementations
Generative AI enablement for CCaaS
CRM Optimisation
Visionary
Stakeholder Collaboration & Vendor Co-ordination
Technical Architecture & Solution Design
IT Change Management & Process Improvement
Project Management
Timeline
Unified Communications Lead
SecureDev Ltd
11.2022 - 09.2025
Unified Communications Lead
Financial Wellness Group
12.2019 - 11.2022
Senior Unified Communications Engineer
Financial Wellness Group
03.2018 - 12.2019
Dialler Manager
Gregory Pennington Ltd
03.2017 - 03.2018
Dialler Supervisor
Gregory Pennington Ltd
01.2014 - 03.2018
8 GCSE’s A- C - English, Mathematics & Science
Bluecoat School CofE
3 A Levels - English Language & Literature, Philosophy of Religion, Sociology
Bluecoat Sixth Form College