I spent two decades doing exactly that in telecom, testing reliable voice communication connectivity. My career began in software quality assurance, specifically in telecommunications—an industry where system failures don’t just frustrate customers, they sever critical connections. For 20 years, I focused on testing the dependability of systems to ensure large enterprises could deliver a stable and effective communication infrastructure. Through this experience I developed an instinctive appreciation for need to build an automation framework that could catch defects quickly before they affect consumers.

Around 2014, I recognized that quality assurance and test automation had evolved into symbiotic but distinct disciplines. I taught myself Python specifically to bridge that gap, pursuing roles that positioned me at the intersection of both. This wasn’t academic curiosity — it was strategic necessity. In telecom and healthcare voice AI, you cannot retrofit quality into a system after deployment. The architecture must embed automated testing from the ground up, with frameworks that validate performance under real life conditions, before a single call routes through production. Healthcare lags nearly a decade behind other industries in automation—not due to lack of interest, but fear of disrupting processes that already work.

When I architect testing frameworks today, I’m building quality assurance infrastructures that prevent catastrophic post-deployment failures. Beyond testing frameworks, I focus on creating automation tools that empower the entire Parlance team to deliver a reliable product to our clients. Quality assurance isn’t what happens after you build the system. It’s the foundation you build the system on.

The healthcare voice AI market is crowded with vendors promising to reduce the strain on call center agents and switchboard operators by offloading calls with AI. Parlance has delivered on this promise, to thousands of hospitals and clinics across the United States. That difference matters when your health system is a mission-critical communications infrastructure that processes millions of calls annually and cannot tolerate failures. When automation works, business operations become more efficient, agents and operators are less burdened by routine calls, and human operators are more available for callers with critical or complex needs.