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Flight log · TG/26

TimGabriel

Cloud architect, co-founder, and builder. For 25+ years I've worked on making complicated technology feel effortless for the people on the other end of it.

Co-founder, Managing Partner & CTO, Guided Reach Solutions

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01Waypoint 01 · Roots

It started in the server room.

I learned the hands-on way: Windows NT servers, network closets, and a stack of Microsoft certifications earned one exam at a time.

From there I moved to the systems that carry people's voices: telephony, call recording, and contact centers. I led teams at financial institutions, including Capital One, running Cisco, Avaya, and NICE platforms, and pushed to move the contact center to the cloud.

  1. 1999Microsoft Certified Professional, Windows NT
  2. 2001MCSE, Windows NT 4.0
  3. 2003MCP, Windows 2000
  4. ThenTelephony and contact centers: Cisco, Avaya, NICE

02Waypoint 02 · The cloud

Then the cloud changed the job.

In 2017 I went all in on AWS and earned the Solutions Architect, Developer, and SysOps certifications in the same month. I added CISSP and CCSP so security was part of the design from the start.

At AWS, I helped establish the Amazon Connect Public Sector team, helping public-sector organizations modernize their contact centers and cloud infrastructure.

  • AWS Solutions Architect
  • AWS Developer
  • AWS SysOps
  • CISSP
  • CCSP

03Waypoint 03 · Guided Reach

So we built our own.

In 2025 I co-founded Guided Reach Solutions with Donald Rich, a longtime colleague and fellow AWS alum. I serve as Managing Partner and CTO.

We design, integrate, and support Amazon Connect for government, higher education, and enterprise teams. The architecture stays out of sight. The experience is what people remember.

Founded
2025
AWS Tier Services Partner
Advanced
AWS certifications on the team
20+

Follow one call through the cloud

04Waypoint 04 · Agentic voice

Teaching contact centers to listen.

These days most of my build time goes into agentic voice: AI agents on Amazon Connect, Lex, and Bedrock that answer the phone, understand what people need, and resolve the calls that can be handled automatically.

The goal isn't to replace people. It's to free them for the conversations that actually need a person.

“Great agentic voice experiences depend on more than the LLM. Turn-taking, ASR, interruption behavior, and latency can matter just as much as the model itself.”
From my notes on LinkedIn

05Waypoint 05 · Real estate

Thinking in decades.

Outside the contact center, I'm interested in long-term real estate investing.

It's the same instinct as good architecture: study the fundamentals, run the numbers, and build things that hold up.

06Waypoint 06 · Drones

The view from 400 feet.

I fly drones for the same reason I like architecture diagrams: from high enough up, the whole system makes sense.

Coastlines, fields, and winding roads all look different from up there. An aerial gallery is on the way.