Festus, Missouri · Available for engagements

Miguel D. Hidalgo

Unified Communications Engineer Solutions Implementer Game Developer & 3D Artist

Seasoned unified communications engineer with 25+ years designing, implementing, and maintaining telecom systems for global enterprises — Avaya, Microsoft, Cisco, and AudioCodes at scale. Off the clock, I build worlds in Unreal Engine and model in Blender.

View experience → Get in touch
25+
Years in UC
30K+
Endpoints supported
10K+
Avaya Aura users
’92
Building since
01 / Career

Experience

Two and a half decades across enterprise voice, messaging, and collaboration — from the bench to global platform ownership.

2024 — Present

Engineer 2

Enterprise Fleet Management
  • Serve as a subject-matter expert across Microsoft Teams Direct Routing, Zoom, and Genesys Cloud CX, plus endpoint technologies — owning voice routes, PSTN usage, and Teams calling, emergency-calling, and emergency-call-routing policies.
  • Troubleshoot complex call-quality and call-failure issues using MS Call Analytics and CQD, handle escalations, and resolve problems without known solutions across an Office 365 cloud environment.
  • Perform trend analysis and task automation, and identify and implement process improvements that reduce and eliminate recurring issues from the environment.
  • Configure and support Resource Accounts, Auto Attendants, and Call Queues; author knowledge documentation; and cross-train teammates to scale support across these platforms, collaborating with internal teams, customers, and vendors.
2011 — 2024

Unified Communications Engineer

Interpublic Group
  • Owned design, implementation, and maintenance of 10K+ user Avaya Aura, AVST Messaging, and Microsoft Teams & Teams Rooms Pro Portal environments.
  • Led design and implementation of the AudioCodes SBC global platform, with planning, growth management, administration, and ongoing maintenance.
  • Monitored hardware/software versions and firmware releases; managed end-of-life support strategies and product replacement timelines.
  • Delivered cost-effective management of ACD, PBX, and messaging platforms, and ran migrations across disparate voice and messaging systems.
2007 — 2011

Voice Engineer

First National Bank of Omaha
  • Implemented ROI-driven strategies to guide product replacement decisions while prioritizing cost-effectiveness.
  • Managed ACD, PBX, Dialer, and Messaging technologies for optimal performance across the enterprise.
  • Maintained Avaya, Nortel, NEC, Cisco Call Manager, Unity, Intuity Audix, AVT, and Aspect platforms.
  • Designed and implemented IVR scripting and configurations, plus hardware/software lifecycle management.
2005 — 2007

Telecommunications Analyst

West Corporation
  • Supported a large call-center platform serving 30,000+ agents, stations, and IP endpoints.
  • Managed Avaya S8700, S8300 (LSP), CMS (High Availability), Intuity, and CDR.
  • Facilitated ICM/GeoTel, Cisco Call Manager, and Unity integrations, and supported expansion for new contracts and acquisitions.
1998 — 2005

Software Application Specialist

Avaya Corporation
  • Provided technical support for Avaya product lines, specializing in Definity and Intuity systems.
  • Contributed to web initiatives enhancing the self-service support site (support.avaya.com).
  • Trained on S8700, S8500, S8300, and S8100/IP600/Definity One; interfaced with CMS, CDR, CAS, and ICM adjuncts.
1997 — 1998

Enterprise Systems Technician

American District Telegraph (ADT)
  • Designed, implemented, and maintained PC-controlled card access, corporate security, and fire control systems.
  • Ensured seamless integration of access control and safeguarded assets through reliable security infrastructure.
1992 — 1995

Electro-Optical Ordnance Maintenance Technician

United States Marine Corps
  • Performed repair and preventive maintenance of battalion electronics and field gear.
  • Diagnosed and resolved electro-optical equipment issues to ensure military readiness and operational effectiveness.
02 / Capabilities

Expertise

A full-stack telecom skill set spanning platforms, session control, infrastructure, and the practice that ties it together.

// platforms

Unified Comms Platforms

Avaya AuraAvaya Systems Microsoft TeamsTeams Rooms Pro Portal ZoomGenesys Cloud CX Cisco CUCMAVST Solutions
// session border control

SBC & Voice Routing

AudioCodes SBCAcme Packet SBC VoIP ProtocolsIVR Scripting
// infrastructure

Infrastructure & Systems

Network InfrastructureServer Management On-Prem & Hybrid CloudFirmware & Lifecycle
// practice

Engineering Practice

UC Design & MaintenanceTroubleshooting Project ManagementDocumentation Migration StrategyContinuous Learning
AC
// certification · 2023

AudioCodes Implementation & Administration

Certified in deploying and administering AudioCodes session border control solutions.

03 / Off the clock

Game Dev & 3D

The same systems thinking that keeps global voice networks alive goes into the worlds I build. I design and develop games in Unreal Engine and create 3D models, environments, and assets in Blender — and I'm an active gamer who studies the craft from the player's side of the screen.

Unreal Engine Blender
From Delirium — Hotel Delirium lobby render
Unreal Engine · Horror Puzzle

From Delirium

A horror-puzzle game following a doctor shipwrecked on a tropical resort island after his cruise goes down — forced to wade through his own unraveling sanity to find a way off the island.

View project →
1932 Ford Sedan hot rod — chopped, red, 3D-print model render
Blender · 3D Print Kit

1932 Ford Sedan Hot Rod

A fully detailed '32 Ford Sedan hot rod modeled for 3D printing — chopped top, exposed headers, and staggered wheels. Sold as a complete, print-ready kit.

View project →
Storming the Rift — fighter diving through a canyon of megastructures
Unreal Engine · In Development

Storming the Rift

An arcade space shooter that pairs realistic visuals with a true-to-life flight model. Players thread canyon-runner-style levels in fast, high-stakes runs. Currently in development.

View project →
↳ Each card now opens its own project page (placeholder content, clearly marked). When you have the real details — and the external store/play links — send them and I'll replace the placeholder copy and point the pages out to the live links.