Carlos P.

UC & CCaaS Consultant

UC & Contact Centre consultant with 13+ years of experience. Technologies and project highlights: • Cisco upgrades: Led Cisco PCCE, UCCE and CUCM upgrades to version 15 • ICM & CVP: Developed and optimised ICM routing scripts and CVP VXML apps (DB dips, callback, PCS, ID&V, etc.). • Zoom: Delivered Zoom Phone and Contact Center migrations, including call flow design and custom reporting. • Webex Contact Center: Deployed multiple proofs of concepts showcasing omnichannel and AI capabilities • RingCentral: Managed RingEX environments across 250+ locations, streamlining provisioning and call routing • Dialpad: Developed a Python app to automate and build migration to Dialpad using its APIs • NICE CXone / InContact: Configured routing flows, IVRs, DX Chat, Personal Connection dialers, SMS CSAT flows, API integrations and custom reporting • AI Enablement: Participated in AI pilots with Webex Connect and Zoom AI Expert Assist, integrating natural language workflows and custom knowledge base sources. 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.