About ULAP Services

ULAP Services is a boutique consulting practice based in the Nashville area, created to give contact centers direct access to high level Five9 expertise without the layers and delays that come with large firms. Clients work directly with Marc Smith, the founder and lead engineer, who brings a rare mix of deep technical skill and practical operations experience to every engagement.

About Marc

My career started in an unexpected place. Long before I specialized in contact center technology, I worked in healthcare as an Army medic and as a nursing assistant in oncology, orthopedics, med surg, and the emergency department. That early chapter taught me how to stay calm under pressure and make decisions that matter, lessons I still rely on every day when solving complex technical issues.

I moved into technology in the mid 1990s and have been working in customer experience and contact centers since the late 1990s. Over time, that path led me into contact center platforms, integrations, and automation work. I eventually joined Five9, where I spent almost ten years in Professional Services. That time gave me a detailed understanding of the platform from the inside out. Since then, I have focused on helping organizations get more value from their contact center investments. I enjoy diving into complicated environments, untangling configuration problems, and designing systems that run cleanly and predictably.

Clients come to ULAP Services because they want someone who can both strategize and get hands on with the actual build. My work covers new implementations, environment cleanups, feature expansions, API integrations, automation work, reporting improvements, and ongoing administration support. Everything is tailored to the customer because no two contact centers operate exactly the same.

I built ULAP Services for companies that want a direct relationship with the person doing the work. The model is simple. High skill, clear communication, and a steady focus on practical outcomes.

Soon I will be launching a YouTube channel focused on practical Five9 deep dives drawn directly from day to day work with customers.

If your organization needs experienced guidance, steady hands on the keyboard, or a partner who can strengthen your Five9 environment in a meaningful way, ULAP Services is here to help.

Proudly Veteran-Owned

ULAP Services is a veteran-owned business, founded and managed by a U.S. military veteran who has carried the values of service, integrity and accountability into every aspect of our work.

Because of this background, we bring to our clients the discipline, leadership, and commitment to duty that only veterans can offer.

Whether you're looking for reliability, trustworthiness or a partner who understands what it means to serve, ULAP Services is honored to deliver.