Sean Miles

Professional Summary

Sean Miles is a highly experienced Senior Technical Support Engineer - Voice at Twilio Inc., based in the San Francisco Bay Area. Since July 2019, he has been a principal member of Twilio’s support organization specializing in complex voice communication issues at a global scale. His role involves direct support for Twilio’s core voice products and APIs, mentorship of new team members, as well as creation and documentation of advanced troubleshooting procedures leveraging tools like Elastic Search and Kibana. Sean manages a personal ticket queue covering all global time zones and serves as an escalation point for complicated, long-running issues.

Current Role at Twilio Inc.

• Title: Principal Technical Support Engineer I - Voice

• Tenure: July 2019 – Present (6+ years)

• Key Responsibilities:

• Troubleshooting complex voice and call-related issues for global customers across Twilio’s voice product suite and APIs.

• Providing application design and call support across all three major geographic regions supported by Twilio.

• Acting as the escalation point for difficult tickets, ensuring effective resolution.

• Developing and maintaining advanced data-driven troubleshooting processes using Elastic Search and Kibana for large-scale data analysis.

• Mentoring and onboarding new engineers within the support team to maintain high service standards.

• Leading SIP protocol troubleshooting for diverse routes involving private networks and carriers.

• Creating and managing a collaborative “Team Based Account” to enhance knowledge sharing and collective troubleshooting capabilities across Twilio customer applications.

Relevant Previous Experience

Sean brings over two decades of specialized experience in voice, video, and collaboration engineering:

• Senior Collaboration Solutions Engineer, Autodesk (April 2014 – June 2019)

• Engineered and deployed collaboration systems using SaaS, hybrid, and on-premises models.

• Led major projects including migration from O365D to Microsoft Online Skype Enterprise Voice, global Zoom user deployments exceeding 10,000 users, and Zoom Room rollouts across 200+ conference rooms.

• Migrated deprecated Cisco telepresence infrastructure to Zoom endpoints.

• Developed Powershell automation for hybrid and online resource object standardization.

• Supported multiple collaboration platforms including BlueJeans, Polycom RealPresence, Cisco Spark, Webex, Microsoft Teams, and Microsoft Stream.

• Designed FIT processes to evaluate collaboration technologies and provided Level 3/4 support for newly deployed applications.

• Collaborated with security, networking, and facilities teams to align deployments with organizational security and infrastructure needs.

• Managed change control, user feedback, and stakeholder engagement during project lifecycles.

• Experience with Microsoft Online SaaS (vNext Implementation) and Azure Active Directory integrations.

• Senior Voice and Video System Engineer, First Republic Bank (May 2010 – April 2014)

• Designed and deployed enterprise-wide voice and video infrastructures following ITIL best practices.

• Led the deployment of Cisco/Tandberg telepresence networks with over 300 endpoints, VCS, MOVI, and immersive rooms.

• Executed deployment of Shoretel PBX supporting more than 2,500 users with local call routing (LCR), redundancy, and disaster recovery planning.

• Configured Cisco switches/routers with QoS profiles tailored to video, phone, and desktop endpoints.

• Developed and standardized repeatable test plans and engineering documentation to ensure reliable deployments.

• Was a founding member of the infrastructure council guiding enterprise infrastructure decisions.

• Service Manager, Teltronics Inc. (2002 – 2010)

• Managed West Coast Interconnect, Field Support, and Facility Operations at Teltronics’ Petaluma office.

• Led a field service team responsible for MACs, troubleshooting, and network engineering for customers in Western US and international markets.

• Engineered and maintained Voice over IP PBX networks using proprietary protocols, SIP, and H.323.

• Pioneered early IoT and internet voice service deployments.

• Built and maintained an engineering lab to facilitate software development, systems integration tests, support, and training.

• Conducted system integration tests on telecom signaling standards (e.g., SS7 MTP, ISUP) with telecom labs.

• Developed and delivered training courses on PBX VOIP/VOIT technologies.

• Systems Integration and Field Service Experience (1992 – 2003)

• Early career roles at Westwave Communications and Harris Digital Telephone Systems focused on integration testing of telecom-grade systems and lab management.

• Supported compliance and standards testing for signaling systems such as SS7, PRI, and VOIP softswitches.

Technical Expertise

• Voice and Video Platforms: Twilio Voice Products, Cisco Telepresence, Shoretel PBX, Microsoft Skype for Business and Teams, Zoom, BlueJeans, Polycom, Cisco Spark, Webex

• Protocols: SIP, H.323, SS7, ISUP, PRI, SCCP, Q.921/Q.931, GR-303

• Tools & Technologies: Elastic Search, Kibana, Powershell scripting, Azure Active Directory, Microsoft Online SaaS, ITIL processes

• Network Engineering: Cisco switches and routers configuration, QoS implementations for voice and video, network troubleshooting

• Software Testing & Engineering: Development and execution of systems integration test plans for telecom equipment scalability and compliance

• Collaboration Technologies: SaaS, Hybrid, On-prem solutions deployment, Change Management, Stakeholder engagement

• Team Leadership: Mentoring technical teams, field service management, knowledge sharing via team-based collaborative accounts

Industry Reputation and Influence

Sean maintains 499 followers on LinkedIn and has over 490 connections, indicating a significant professional network. He is recognized internally at Twilio as a knowledge resource and mentor for voice-related issues. Peer recommendations highlight his extensive knowledge, problem-solving capabilities, and willingness to assist colleagues as a major asset.

Company Context: Twilio Inc.

• Recognized as a leader in the 2025 Gartner Magic Quadrant for CPaaS (Communications Platform as a Service) with the highest rating for Ability to Execute for three consecutive years.

• Twilio offers a broad portfolio of voice, messaging, and customer engagement APIs used globally, positioning Sean at the center of complex, large-scale communications solutions.

• The company embraces AI and customer trust as growth levers, emphasizing real-time and transparent customer engagement as detailed in industry reports and press releases.

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This profile highlights Sean Miles as an experienced, technically proficient engineer with deep expertise in voice and collaboration systems. His role at Twilio is critical for resolving intricate technical issues that impact a global client base, supported by his multi-decade background in telecommunications and enterprise collaboration engineering.