Senior Professional Services Consultant and Solution Architect

Led enterprise architecture, implementation, and cloud migration projects for contact center and unified communications environments. Designed and supported mission-critical customer platforms across Latin America.

Specialized in Avaya Aura, SMCC, AES, AEP, Experience Portal, Verint WFO/WFM/AQM, and conversational AI solutions. Worked with AWS, Azure, REST APIs, Linux, VMware, and SQL while providing technical leadership, troubleshooting, and direct customer consulting.

Supported critical enterprise incidents involving complex voice platform and contact center environments.

Provided technical troubleshooting and customer support for high-priority operational issues, helping maintain the reliability of enterprise communications services.

Provided telecommunications support for deployments and operational environments.

Managed incidents and assisted with troubleshooting activities to support the continuity of telecommunications services.

Delivered customer-facing technical support for telecommunications and technology environments.

Performed troubleshooting, resolved technical issues, and provided technical training to customers and users.

Completed a Telecommunications Analyst program.