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Desmond Otoo, Senior Voice Engineer / Voice Solutions Lead

Desmond Otoo

Senior Voice Engineer / Voice Solutions Lead·Middle East Telecommunications Company (METCO), Kuwait

Kuwait

Bachelor's degree, Computer Science And Computer Networks

Work experience

Total years of experience: 15 years, 0 months

Senior Voice Engineer / Voice Solutions Lead

September 2025 - Present

Middle East Telecommunications Company (METCO), Kuwait

Al Kuwait, Kuwait

September 2025 - Present

• Lead the architecture, deployment, and operational support of enterprise voice and contact center platforms including VoIP, IVR, QM, and WFM solutions.
• Own end-to-end voice solution design, system upgrades, compliance remediation, and Tier 3 escalation support.
• Act as technical authority for voice architecture, availability design, and service continuity across enterprise environments.
• Mentor junior engineers, manage technical delivery timelines, and collaborate with cross-functional teams to deliver secure, scalable voice solutions.
Company industry:
Telecommunications

Senior Voice Engineer / Voice Solutions Lead

January 2025 - Present

Middle East Telecommunications Company (METCO),

Al Kuwait, Kuwait

January 2025 - Present

• Lead the architecture, deployment, and operational support of enterprise voice and
contact center platforms including VoIP, IVR, QM, and WFM solutions.
Company industry:
Telecommunications

Sales, Pre-Sales and Technical Consultant

December 2024 - Present

Radmond Technologies Ltd

Accra, Ghana

December 2024 - Present

• I deliver consultative and technical leadership for Avaya, Genesys
Cloud and other UC and CC solution implementations.
• I oversee security policies for voice traffic and fraud detection across
customer networks
• I provide remote and on-call voice system support for global
customers
• I also guide enterprise clients on integrating Genesys Cloud and
Avaya Aura with SBC and Microsoft Teams
Company industry:
IT Services

Senior Voice Consultant / Pre-Sales & Solutions Architect

December 2024 - August 2025

Radmond Technologies Ltd

Accra, Ghana

December 2024 - August 2025

• Provided senior-level consulting and pre-sales technical leadership for enterprise UC and contact center projects.
• Designed solution architectures, proposals, and technical documentation for Avaya, SIP, and contact center platforms.
• Advised customers on platform selection, cost optimization, scalability, and high-availability voice design.
• Supported demos, solution walkthroughs, and technical bid responses for enterprise clients.
Company industry:
IT Services

Technical and Solution Architect

July 2019 - November 2024

Nextbridge Solutions

Pune, India

July 2019 - November 2024

• Designed and implemented Avaya Unified and Contact Center solutions
• Specialized in Avaya PODFx (VMware) implementation for private cloud
customers
• Full stack Avaya AURA Training for METCO engineers in Kuwait
• Implemented Avaya Outbound Dialer and contact center solutions
• Designed and deployed CCaaS, UCaaS, and Avaya Private cloud solutions
• Led the design and implementation of Avaya Private Cloud solutions,
• Trained over 20 engineers in Avaya Aura, SBC, and POM, enhancing the
teams technical capabilities
• Managed projects ensuring on-time and within-budget delivery.
Company industry:
Telecommunications
Job role:
Information Technology

Senior Voice Engineer / Unified Communications Architect

July 2019 - November 2024

Nextbridge Solutions

Dubai, United Arab Emirates

July 2019 - November 2024

• Architected and deployed 15+ enterprise UC and CC solutions using Avaya Aura, Avaya Private Cloud (PODfx), and Genesys Cloud.
• Designed secure, scalable voice architectures supporting 100-3, 000 concurrent users across multi-site and multi-region environments.
• Led SIP trunk integration, SBC design, call routing, and carrier interconnects with a focus on security and fraud prevention.
• Delivered remote-first architecture, deployment, and support for global enterprise customers.
• Authored SOPs, as-built documentation, and user guides for complex voice infrastructures.
• Trained and mentored 20+ engineers in Avaya Aura, SBCs, and proactive outreach solutions.
Company industry:
Telecommunications

Senior Network Professional

September 2017 - June 2019

British Telecom

Accra, Ghana

September 2017 - June 2019

• Served as a Level 3 Engineer, managing network infrastructure for
Nestlé Africa
• Ensured high availability and performance of LAN, WLAN, and
unified communication systems
• Improved network uptime through proactive monitoring and
maintenance strategies
• Successfully migrated Nestlé Africas network infrastructure to
Software Defined Networking (SDN), enhancing performance and
reliability.
• Oversaw the design, implementation, and maintenance of the entire
network infrastructure of the Nestlé Central and West Africa Region
• Managed Nestle Cisco Voice infrastructure comprising of Cisco
Unified Communication Manager, Cisco Unity Express, Cisco Jabber
and Unity Connection.
• Managed the monitoring of factory network performance and
resolved technical issues to ensure smooth operation of Nestlés
offices and factory network infrastructures
• Assessed business needs and recommended network hardware and
software to enhance network stability and monitoring
• Assisted in the planning, replacement and decommission of end of life
network devices such as routers, switches and firewalls
Company industry:
Telecommunications

Senior Network & Unified Communications Engineer

September 2017 - June 2019

British Telecom (Supporting Nestlé Africa)

Accra, Ghana

September 2017 - June 2019

• Served as Level 3 Engineer supporting enterprise network and unified communications infrastructure for Nestlé Africa.
• Led design, implementation, and operational support of LAN, WLAN, and voice platforms across Central and West Africa.
• Improved availability through proactive monitoring, capacity planning, and performance optimization.
• Played a key role in migrating enterprise infrastructure to Software-Defined Networking (SDN).
Company industry:
Telecommunications

Telecom and Network Engineer

June 2013 - August 2017

Raycom Technologies

Accra, Ghana

June 2013 - August 2017

• Deployed Avaya and Cisco VoIP and data solutions, supporting end
users
• Provided technical support and maintenance for various networking
projects.
• Provided technical and user support to end customers
• Deployed secure VPN remote access solutions for hybrid work
• I also managed the LAN/WAN infrastructure for the companys office
network for about 25 users by optimizing the routing and switching
configurations.
• Handled end customer inquiries and troubleshooting of issues via
email and phone support
• Managed technical, network, and communication infrastructure
operations
• Administered Avaya Voice and recording system
• Reduced call wait times through optimized call routing and scripting
• Enhanced network security, reducing incidents through the
implementation of robust security measures.
• Led the network upgrades, including Cisco and Juniper hardware to
enhance network performance and scalability
• Assisted in the planning, replacement and decommission of end of life
network devices such as routers, switches and firewalls
Company industry:
IT Services

Telecom & Network Engineer

June 2013 - August 2017

Raycom Technologies

Accra, Ghana

June 2013 - August 2017

• Deployed and supported Avaya and Cisco VoIP solutions for enterprise customers.
• Implemented secure VPN remote access and supported hybrid work environments.
• Managed LAN/WAN infrastructure and provided Tier 2/3 support for voice and data services.
• Delivered customer-facing technical support and issue resolution.
Company industry:
IT Services

Network Engineer

July 2011 - May 2013

Standard Chartered Bank

Accra, Ghana

July 2011 - May 2013

• Led network upgrades and lifecycle management of Cisco and Juniper infrastructure.
Company industry:
Banking
Job role:
Information Technology

Education

Kwame Nkrumah University of Science and Technology

June 2011

June 2011

Bachelor's degree, Computer Science And Computer Networks

Ghana

GPA (point): 3.04 out of 4

GPA (point): 3.04 out of 4

I developed a hospital management system for managing a complete hospital from the OPD to the point of exit
View attachment

Kwame Nkrumah University of Science and Technology

June 2011

June 2011

Bachelor's degree, Computer Science

Ghana

GPA (point): 3.03 out of 4

GPA (point): 3.03 out of 4

Kwame Nkrumah University of Science and Technology (KNUST)

June 2011

June 2011

Bachelor's degree, Computer Science

Ghana

Mfantsipim School

May 2006

May 2006

High school or equivalent, Science

Ghana

GPA (point): 3.04 out of 4

GPA (point): 3.04 out of 4

I developed a Hospital management system for managing a complete hospital from the OPD till the point of exit from the hospital.

Skills

Cisco Wireless
Expert
Cisco Wireless
Expert
Server Administration
Expert
Server Administration
Expert
Video Conferencing
Expert
Video Conferencing
Expert
Avaya
Expert
Avaya
Expert
CCNP
Expert
CCNP
Expert
EDITING
Expert
EDITING
Expert
CCNA
Beginner
CCNA
Beginner
NETWORK ENGINEERING
Expert
NETWORK ENGINEERING
Expert
TELEPHONY
Expert
TELEPHONY
Expert
GENESYS CONTACT CENTER
Expert
GENESYS CONTACT CENTER
Expert
VOICE OVER IP
Expert
VOICE OVER IP
Expert
UNIFIED COMMUNICATIONS
Expert
UNIFIED COMMUNICATIONS
Expert
MICROSOFT TEAMS
Expert
MICROSOFT TEAMS
Expert
SAP BUSINESS CONNECTOR
Intermediate
SAP BUSINESS CONNECTOR
Intermediate
FRAUD PREVENTION AND DETECTION
Expert
FRAUD PREVENTION AND DETECTION
Expert
CROSS PLATFORM APPLICATIONS
Expert
CROSS PLATFORM APPLICATIONS
Expert
CONSULTING
Expert
CONSULTING
Expert
COMPONENT DESIGN
Intermediate
COMPONENT DESIGN
Intermediate
COMPLEX NETWORKS
Expert
COMPLEX NETWORKS
Expert
TELECOMMUNICATIONS NETWORKS
Expert
TELECOMMUNICATIONS NETWORKS
Expert
NETWORK ARCHITECTURE
Expert
NETWORK ARCHITECTURE
Expert
NETWORK TROUBLESHOOTING
Expert
NETWORK TROUBLESHOOTING
Expert
WEB PERFORMANCE OPTIMIZATION
Intermediate
WEB PERFORMANCE OPTIMIZATION
Intermediate
COMPUTER PROGRAMMING
Intermediate
COMPUTER PROGRAMMING
Intermediate
CALL CENTER EXPERIENCE
Expert
CALL CENTER EXPERIENCE
Expert
NETWORK PLANNING AND DESIGN
Expert
NETWORK PLANNING AND DESIGN
Expert
AVAYA
Expert
AVAYA
Expert
CAPABILITY MATURITY MODEL
Expert
CAPABILITY MATURITY MODEL
Expert
CCNA
Expert
CCNA
Expert
CCNP
Expert
CCNP
Expert
CISCO
Expert
CISCO
Expert
CISCO CERTIFIED
Expert
CISCO CERTIFIED
Expert
COMMUNICATION SKILLS
Expert
COMMUNICATION SKILLS
Expert
COMPUTER HARDWARE
Expert
COMPUTER HARDWARE
Expert
COMPUTER NETWORKING
Expert
COMPUTER NETWORKING
Expert
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
CONSTRUCTION COORDINATION
Intermediate
CONSTRUCTION COORDINATION
Intermediate
DELIVERY FOCUSED
Intermediate
DELIVERY FOCUSED
Intermediate
MICROSOFT TEAMS
Intermediate
MICROSOFT TEAMS
Intermediate
NETWORK ROUTING
Intermediate
NETWORK ROUTING
Intermediate
PRESALES
Intermediate
PRESALES
Intermediate
SIP TRUNKING
Intermediate
SIP TRUNKING
Intermediate
TECHNICAL LEADERSHIP
Intermediate
TECHNICAL LEADERSHIP
Intermediate
UNIFIED COMMUNICATIONS
Intermediate
UNIFIED COMMUNICATIONS
Intermediate
VOICE OVER IP
Intermediate
VOICE OVER IP
Intermediate

Languages

English

Expert

Training and Certifications

Certifications
CCNA / CCNP – Routing & Switching and Voice Collaboration
VMware Certified Associate
Avaya Experience Portal with Proactive Outreach Manager (POM)
Supporting & Integrating Avaya Aura Core Components
Avaya Certified (ACSS / ACIS / ACDS
CCNA / CCNP – Routing and Switching
VMware Certified Associate
Installing, Configuring and Supporting Avaya Aura Control manager
Administering Avaya Aura System Manager and Communication Manager
Integrating Avaya Aura Communications Applications
Supporting Avaya Aura Core Components
Avaya Experience Portal with POM Support
ACSS / ACIS /ACDS

Hobbies and interests

Watching football

best employee from 2020 to 2022