Own the service layer
TextNow relied on an outside provider for its calling platform. Bringing the service layer in-house meant working through the business case, technical plan, delivery relationships, and customer transition.
Recommend insourcing and build support
I had to recommend a direction to our CEO: stay with an outside provider or bring the platform in-house. I weighed the cost and control benefits against the complexity of building, migrating, and operating our own service layer.
I recommended insourcing, then built stakeholder buy-in for that choice. It meant taking on the platform responsibilities alongside the opportunity to improve its economics.
Lead the program through delivery
I led the product and commercial program, working with engineering on the plan through phased migration and cutover. Engineers and an external delivery partner built the platform.
Improve the platform economics
TextNow now operates its backend voice service in-house. Insourcing improved voice-platform costs by more than 30%.