Benny Gonzales

• Driving operational excellence across Dell Digital Global Contact Centers (AMER, LATAM, EMEA, INDIA, APJ) through strategic oversight, implementation, and support to ensure superior 99.999% uptime and compliance.
• Champion continuous improvement across the organization by identifying inefficiencies, implementing best practices, and enhancing productivity while reducing CapEx vendor spend. Various enterprise cost savings of up to $1.8 million through optimized vendor intake processes.
• Partner with executives, vendors, LOBs, and cross-functional teams to drive innovation, automation, and service improvements.
• Deliver strategic, scalable solutions to tackle complex business challenges and fuel enterprise growth with modernization.
• Mentor junior engineers to strengthen team performance and professional growth. Drive change management initiatives to enhance organizational effectiveness and long-term success.
• Key Architecture Systems - On & Off Premise Voice Cloud. Avaya Aura + Avaya ACCCM + Vsphere - VMware - Oracle SBC + Aceyus + CMS + WFM - Verint + Prognosis.

• Driving operational excellence, strategic implementation, and compliance to ensure superior uptime and performance for Pearson Education’s Global Contact Centers across AMER, EMEA, APJ.
• Strategic Project Leadership: Developed and executed comprehensive project plans, ensuring on-time delivery within budget constraints.
• Operational Efficiency & Process Optimization: Led continuous improvement initiatives, enhancing efficiency across multiple departments.
• Product Performance Enhancement: Conducted in-depth failure analysis and root cause assessments (RCA), driving product and service improvements.
• Client Relationship Management: Strengthened client partnerships through proactive communication and strategic problem-solving.
• Key Architecture Systems - Avaya Aura

• Designed, implemented, and managed the organization's Global Contact Centers, ensuring seamless enterprise-level operations and maintenance.
• Effectively identified and resolved complex technical challenges, ensuring minimal downtime and mitigating potential escalations.
• Conducted proactive maintenance on communication equipment to ensure peak performance and minimize operational downtime.
• Managed comprehensive documentation for telecommunication systems, including equipment inventory and floor plans, ensuring accuracy and accessibility.
• Liaised with vendors to evaluate pricing and technical specifications for hardware, software, and services, ensuring cost-effective and strategic procurement decisions.
• Key Architecture Systems - Avaya Aura

Providing Tier 3 Engineering, implementation, support, and maintenance for Avaya Aura Contact Center technologies, ensuring seamless operations and optimized performance.

Key Architecture Systems - Avaya Aura + Nortel

Delivering Tier 1 and Tier 2 implementation, support, and maintenance for Cisco Systems telephony and contact center technologies, ensuring optimal reliability, performance, and efficiency.

Key Architecture Systems - Cisco Systems ++

Senior Project Manager & Avaya PBX Systems Administrator with expertise in Telecommunications Infrastructure, Data Center Operations, and Enterprise Telephony Support.

Key Architecture Systems - Avaya Aura - Legacy + Cisco Systems