Resume

Cesar Homero Gonzalez Garcia 
 Monterrey, NL, Mexico 
📞 (+52) 818 7782454 | ✉ cesarrgzz@gmail.com 
 
 🎯 Professional Summary 
 Telecommunications & Cloud-Contact-Center Architect with 23+ years of experience designing, implementing, and leading large-scale enterprise voice, UC, and CCaaS solutions. 
A proven strategic advisor and technical leader adept at guiding C-suite stakeholders through digital-customer-engagement transformations, architecting modern omnichannel and AI-enabled contact center platforms, and mentoring high-performing pre-sales/System-Architect teams. 
Deep expertise in Avaya, SIP/VoIP, hybrid cloud (on-prem + cloud) architectures, CCaaS platforms (including Five9, Sprinklr), Linux systems, and enterprise-grade solution design. 
 
 💼 Professional Experience 
 Sprinklr 
 Platinum Technical Account Manager – CCaaS 
📅 July 2025 – Present 
 
 Act as a trusted technical advisor for enterprise clients using Sprinklr’s CCaaS platform. 
 Design and optimize CCaaS architectures across voice, digital, and social channels , ensuring stability and scalability. 
 Collaborate with internal engineering, product, and customer success teams to resolve complex multi-channel issues. 
 Conduct root cause analyses , performance reviews , and develop technical roadmaps aligned with client business goals. 
 Manage hybrid deployments integrating Sprinklr Voice, SIP trunking, and legacy Avaya environments . 
 Provide advanced troubleshooting and implementation guidance on cloud infrastructure, SBC routing, and contact flow design . 
 Mentor customers’ technical teams on best practices for CCaaS operations, SIP signaling, and API-based integrations . 
 
 Customer Helpline 
 Telecom Architect 
📅 July 2019 – May 2025 
 
 Designed and deployed complex SIP-based voice architectures for Avaya Cloud, Five9 CCaaS and hybrid contact-centre environments, utilising Oracle and Avaya SBCs for secure, resilient connectivity. 
 Led end-to-end transition of on-premises Avaya infrastructure into cloud-enabled contact-centre and UC frameworks, including Linux-based server farms (RHEL/Ubuntu) for telecom services. 
 Created comprehensive technical documentation (architecture diagrams, configuration guides, DR/BCP plans), and implemented automation via scripting (Bash) to streamline operations. 
 Owned vulnerability assessment and security-hardening of telecom systems (firewalls, patching, intrusion detection), ensuring compliance with enterprise standards. 
 Partnered with DevOps and Security teams to integrate telecom services into CI/CD pipelines, enabling efficiency and operational agility. 
 
 Atos 
 Telecom Manager 
📅 June 2013 – June 2019 
 
 Managed a large enterprise voice platform supporting 300+ PBXs (Avaya/I3/Nortel/Cisco) and more than 40,000 users across multi-site environments. 
 Directed a global operations team of 20 technicians and 4 architects, ensuring 24/7 support, SLA compliance and continuous performance improvement. 
 Led architecture design, capacity planning, and network segmentation for VoIP traffic with QoS policies, delivering high availability and voice quality across regions. 
 Developed and managed maintenance budgets, vendor engagements, and operational expense planning, aligning technical deliverables with business outcomes. 
 
 ACS / Xerox (Adquired by Atos Later) 
 Senior Telecom Engineer 
📅 December 2006 – June 2013 
 
 Provided Tier 3 support and architecture design for global Avaya Aura, CMS, MM, One-X Mobile and SBC deployments. 
 Maintained the global voice-network infrastructure, evaluated emerging technologies (early cloud PBX, virtualised voice services) and defined standards for scalability and high availability. 
 Conducted training for Tier 1/Tier 2 engineers, led migrations, cut-overs and large scale installations with third-party systems integration. 
 
 Teleperformance 
 Network & VoIP System Administrator 
📅 December 2001 – October 2006 
 
 Managed Cisco LAN/WAN infrastructure and VoIP systems across Monterrey, Guadalajara and Houston contact-centres. 
 Administered Avaya Communication Manager, Audix LX, CMS, configured VDNs, vectors, hunt-groups, ISDN/PRI/TIE trunks and IP extensions. 
 Ensured continuous availability of telephony services, monitored performance and executed preventive maintenance for high-volume environments. 
 
 
 ⚙️ Technical Skills 
 
 Telecom & CCaaS Systems: Avaya Aura, CMS, SBC, Cisco VoIP, SIP Trunking, Five9, Sprinklr CCaaS 
 Networking: Cisco routing & switching, VoIP QoS, DHCP/DNS/TCP/IP 
 Virtualisation & Containers: VMware vSphere, Docker, Podman, Proxmox 
 Operating Systems: Linux (RHEL/Ubuntu), Windows Server 
 Automation & Scripting: Bash, CLI tools, REST APIs, systemctl 
 Cloud & Hybrid Environments: Oracle Cloud, Azure, On-prem virtualised voice, CCaaS integration 
 Security: Vulnerability assessment, firewall management, system hardening, patching 
 Disaster Recovery & High Availability: VMware SRM, backup/restore design, fail-over strategies 
 Architecture & Solution Design: SIP routing, SBC design, multi-tenant CCaaS architectures, migration planning 
 Leadership & Commercial Engagement: Team management, pre-sales workshops, SLA governance, executive-level briefings 
 Languages: Fluent in English and Spanish