JGJose Gomez
@josegomez
Senior Technical Support Engineer specializing in CCaaS integrations, IVR/ACD, and contact center solutions.
MexicoWhat I'm looking for
I am a Senior Technical Support Engineer with extensive experience designing, integrating, and deploying Contact Center as a Service (CCaaS) solutions across platforms including Genesys, Nice CXone, Verint, Nuance, Enghouse and Sprinklr.
I lead cross-functional collaboration with Sales, Engineering, and Client Leadership to design, configure, and deploy high-complexity CCaaS solutions, create demos, MVPs, and proofs of concept, and define technical value propositions for pre-sales engagements.
I have managed full solution lifecycles and served as a Level 3 escalation point for large LATAM clients, delivered complex IVR/ACD/dial-plan migrations (including R2 to VoIP signaling), implemented workforce management and speech analytics, and restored on-premise resilience after severe failures.
I prioritize client ROI through implementation of high-value modules like Workforce Engagement, Speech Analytics, and Voice Biometrics, and by standardizing runbooks, architectures, and Go-Live procedures to drive adoption, training, and operational continuity.
Experience
Work history, roles, and key accomplishments
Senior Consultant CCaaS
Deloitte Consulting LLP
Sep 2024 - Present (1 year 4 months)
Leads cross-functional design, configuration, and deployment of complex CCaaS solutions (Genesys, Nice CXone, Verint, Nuance) to align with business objectives and drive client value; creates demos, MVPs and POCs to support pre-sales and technical adoption.
Service Team Operation Lead
Nekotec Tecnologia S.A. de C.V.
Nov 2005 - Aug 2024 (18 years 9 months)
Managed full solution lifecycle and Level 3 escalation for LatAm clients, standardized runbooks and go-live procedures, and led implementations of Enghouse, Nice CXone and Genesys modules to improve platform performance and continuity.
Coordinator IT
CIA Periodística del Sol de Querétaro
Jun 2004 - Nov 2005 (1 year 5 months)
Resolved end-user and production application issues, coordinated with network providers, and supported OS, telecommunication equipment, application servers, databases and ERP systems to maintain site operations.
Cable Internet Operational Director
Telecable Centro Occidente
Oct 2001 - May 2003 (1 year 7 months)
Maintained after-sales cable internet operations, resolved customer-critical issues, enforced network standards and managed supplier relationships while administering and monitoring Cisco telecommunications equipment.
Education
Degrees, certifications, and relevant coursework
UQUniversidad Tecnológica de Querétaro
Superior University Technician in Telematics, Telematics
1998 - 2001
Earned a professional degree as Superior University Technician in Telematics from Universidad Tecnológica de Querétaro (1998–2001).
Colegio de Bachilleres Plantel 8 "José León Gómez González"
High School Diploma, High School
1992 - 1995
Completed secondary/high school studies at Colegio de Bachilleres plantel 8 between 1992 and 1995.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
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