Contact Center Customer Service

Nelson Roldan Jr.

303-***-**** *.********@*****.***

Proven Leadership Customer Service Federal Experience Veteran An accomplished, motivated, and bold leader with decades of experience in communications, client service, and operational leadership, including hands-on federal government project delivery (DoD, Pentagon). Specialist in contact center modernization and migration, with a strong background in regulatory compliance for premise and cloud (NIST, FISMA, FedRAMP). U.S. Marine Corps veteran. Experienced in Genesys Cloud, Avaya Aura and Cloud, Zoom, and multi-cloud CCaaS/UCaaS transformation for public sector and enterprise clients. Areas of Expertise

Contact Centers in cloud-based platforms and premise-based UCaaS, CCaaS, SaaS Cloud – AWS, Microsoft Azure, Google Cloud Genesys Cloud CX Zoom Contact Center Ring Central CX and EX Avaya Experience Platform Avaya Cloud Technical Consulting Pre-Sales support Cloud Platforms Collaboration Project Management Professional Services Managed Services Enterprise Networking Case Studies Strategic Planning Process Improvement Channel Partner Engagement

Experience

C1 Bloomington, MN

Solution Architect 2014 – Present

Customer experience-focused Solutions Architect supporting enterprise clients across all industries in their transition to cloud-native CCaaS solutions. I am expert in designing and presenting tailored Genesys Cloud CX architectures that leverage AI-driven analytics, Workforce Engagement Management (WEM), and omnichannel digital engagement strategies. Lead technical discovery, craft scalable solution designs, and deliver impactful demonstrations that align business goals with platform capabilities. Collaborate cross-functionally to ensure solution feasibility, technical integrity, and value realization. AWS Certified Cloud Practitioner (CCP), with a strong understanding of cloud infrastructure, integration patterns, and cost optimization in AWS environments.

Proficiency:

o Genesys Cloud CX

o AWS

o Avaya Aura

o Zoom

o Ring Central CX and EX

o Cisco

o Extreme Networks

Deep familiarity with federal and government regulations for both premise-based and cloud solutions (NIST, FISMA, FedRAMP compli- ance). Adept at preparing technical documentation, security controls, and audit responses for regulated environments.

Lead technical discovery, craft scalable solution designs, and deliver impactful demonstrations that align business goals with platform ca- pabilities.

Collaborate cross-functionally to ensure solution feasibility, technical integrity, and value realization. JENNE DISTRIBUTOR Avon, OH

Design Specialist 2012 - 2014

Designed and implemented comprehensive technical solutions for a diverse group of business partners.

Ensured proper support for Avaya Blue Business Partners and Avaya Red Solutions.

Implemented solutions designed to provide quotes and estimated as needed.

Collaborated with clients to drive optimization based on comprehensive specifications.

Utilized proven and demonstrated design, support, and professional services tools knowledge. IMAGINE TECHNOLOGIES Centennial, CO

Implementation / Design Engineer 2010 - 2011

Held direct responsibility for implementation, including design and deployment of Avaya enterprise and mid-market platforms.

Drove all moves, additions, and changes on Avaya voice, IP telephony, and data networks as needed.

Provided world-class on-site and remote support of client needs, including 24/7 support to troubleshoot issues.

Contracted as a dedicated designer for CDW.

Military Service United States Marine Corps, 3 Years Honorably discharged veteran. Education & Credentials

REGIS UNIVERSITY Bachelor of Science in Computer Information Systems CERTIFICATIONS Avaya - Avaya Experience Platform Sales and Design Avaya Cloud Office – Sales and Design Cisco -CCNA – Cisco Certified Network Associate, CCDA Cisco Certified Design Associate, Extreme Networks - Extreme Networks Sales Extreme Networks Design Juniper - Juniper Pre-Sales and Post-Sales VMWare Certified Associate – Data Center Virtualization Zoom – Zoom ZTSA Fundamentals, Phone, Contact Center, Rooms, and Meetings and Chat Zoom ZDA - Phone Deployment Fundamentals, Phone Deployment Advanced, Contact Center Fundamentals, Contact Center Advanced, and Virtual Agent ZCSA – Zoom Customer Success Management Genesys Cloud – Cloud Certified Partner, Cloud Awareness – AWS Certified Cloud Practitioner

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