Telephony Migration
Partners& Insurance Ltd - June 2025

I led the end-to-end delivery of a company-wide migration to Microsoft Teams Phone, replacing the legacy platform into a modern solution integrated into existing tools. The implementation included technical configuration, number migration, user onboarding and training to minimise operational impact. I was also responsible for the ongoing telephony migrations for incoming M&A companies and have completed over 20 migrations to-date.

Migration of users, telephone numbers, call queues, and auto-attendants from the legacy telephony platform.

Configuration of call routing and telephony management processes.

Co-ordination of third party suppliers and telecoms providers throughout the migration.

Development and execution of business readiness and communications plans.

Delivery of a suite of virtual training sessions, bite-sized videos, and self-help user guides to support users with a smooth transition.

Maintaining business continuity during the migration of a business-critical communication platform.

Managed through detailed planning with migration activities scheduled around key business periods, phased implementation, and close collaboration with suppliers to minimise disruption.

Migrating users across multiple offices and business units with varying requirements.

Addressed through stakeholder workshops and tailored migration plans to meet local operational needs.

Ensuring adoption of a new telephony solution and ways of working.

Supported through targeted communications, user training, and guidance materials.

Minimising user downtime during number porting despite limited internal IT resource availability.

Addressed by identifying and mobilising additional resources while taking a hands-on role in completing number assignments and user configuration within the Microsoft Admin Portal, ensuring users were operational as quickly as possible following migration.

Achieved greater than 99% service availability following implementation.

Reduced annual telephony licensing costs by more than 25%.

Enhanced collaboration by integrating telephony with the organisation’s existing Microsoft 365 environment.

Delivered the migration with zero disruption to business operations and client service.