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Resume

Cesar Homero Gonzalez Garcia

Monterrey, NL, Mexico
📞 (+52) 818 7782454 | ✉ [email protected]

🎯 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
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