Carlos P.

UC & Contact Centre consultant with 13+ years of experience. Technologies and project highlights: - NiCE CXone: Developed IVR flows, digital channels, Personal Connection dialer, SMS surveys, API integrations, screen-pop, and agent scripts. Configured Virtual Agent PoCs (DX Chat & SMS). Managed a CXone environment with 40 agents, developing IVR flows and custom integrations. - Zoom: Led migrations to Zoom Contact Center (ZCC). Managed multiple ZCC environments. Developed omnichannel flows, API integrations, Virtual Agent (ZVA) and AI Expert Assist (AIEA), and custom CRM integrations. - Amazon Connect: Developed AWS serverless workflows for data processing and reporting. Built a custom healthcare SMS survey solution aligned with TCPA and HIPAA requirements. - Cisco UC / CC: Upgraded Cisco UCCX, PCCE and CUCM to v15. Delivered integrations with SSO, SQL database, and custom reporting. Supported CCE routing, CVP, Finesse, SIP/CUBE, and agent desktop enhancements. - Webex: Led multiple migrations from CUCM, UCCX, Avaya, and Mitel to Webex Calling and Webex Contact Center. Managed a WxCC environment supporting 300+ agents and 700+ users. Supported call flow design, routing logic, reporting, and operations. - RingCentral: Led a migration from a legacy PBX to RingEX with 14 locations, 300+ users and AI Receptionist. Managed a RingCX environment with 50 agents, developing IVR flows and custom integrations. Well-regarded for attention to detail, enthusiasm, and commitment to quality. My hands-on approach and deep technical understanding, consistently results in successful project implementations and satisfied clients.