Michael Friddell
About Michael Friddell
Michael Friddell is the Principal Telephony Architect at Asurion, with extensive experience in telephony systems, IVR, and SIP, and has received the BOLD Award for his work in implementing Virtual Hold Technology.
Title
Michael Friddell serves as the Principal Telephony Architect at Asurion. In this role, he is responsible for overseeing telephony architecture and related systems to ensure optimal performance and scalability.
Professional Experience at Asurion
Michael Friddell has been working at Asurion as the Principal Telephony Architect since 2006. His work includes implementing Virtual Hold Technology (VHT) and integrating it with new features such as Agent Assist. He has also deployed click-to-call VoIP functionality within mobile applications and contributed to cloud-based telephony solutions.
Previous Roles and Responsibilities
Michael Friddell's prior roles include serving as a Software Engineer II at Shop At Home Network from 2005 to 2006, an IVR Analyst at ClientLogic from 2002 to 2005, and a Worldwide Business and Systems Analyst at Lexmark International, Inc. from 1998 to 2002. Each role has contributed to his expertise in telephony and Interactive Voice Response (IVR) systems.
Education and Mechanical Engineering Background
Michael Friddell earned a Bachelor of Science (B.S.) in Mechanical Engineering from West Virginia Institute of Technology, completing his studies from 1992 to 1998. This academic background has provided him with a strong foundation in engineering principles, which he has applied throughout his career in the telephony industry.
Recognized Expertise and Awards
Michael Friddell is recognized as a subject matter expert in Interactive Voice Response (IVR) and Session Initiation Protocol (SIP). He has been awarded the BOLD Award for his successful implementation of Virtual Hold Technology (VHT), highlighting his contributions to advancing telephony solutions.
Specializations and Client Interaction
Specializing in capacity and scalability analysis, Michael ensures that telephony systems can handle growth and demand. He also serves as the point-of-contact engineer for client engagements, demonstrating his strong client interaction skills and ability to meet specific client needs effectively.