Ricardo Arriaga
Santa Catarina
Summary
Seasoned Voice Technologies Specialist with extensive experience in the telecommunications industry, specializing in TDM, VoIP, tandem and Class 5 switches, and advanced call server architectures. Proven expertise in routing strategies, protocol analysis, and end-to-end solution design. Trusted by leading telecom providers—including Nortel, Alcatel-Lucent, and Cisco—for high-impact support and technical leadership. Known for being a collaborative, dependable professional with a strong commitment to delivering results in complex, multi-vendor environments.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Enterprise Voice Engineer
Softek
03.2017 - 08.2025
- I served as an Enterprise Voice Engineer for Cigna, a leading U.S.-based global health services provider, through Softek Monterrey. My role centered on delivering comprehensive voice support across enterprise and contact center environments, ensuring seamless communication and operational continuity for thousands of end users.
- Key Responsibilities
- Provide Level 2 support for Cisco enterprise and contact center end users.
- Ensure a streamlined and intuitive voice technology experience across platforms.
- Configure and deploy services for Cisco IP Phones, Jabber, and Webex.
- Deliver advanced support for UCCE, CCUM, and Unity call routing environments.
- Maintain and troubleshoot voice monitoring systems to ensure service continuity.
Network Voice Engineer
Tata Consultancy Service
10.2016 - 03.2017
- I worked as a Network Voice Engineer for CNA Financial Corporation in the U.S., through Tata Consultancy Services based in Querétaro, México. My primary responsibility was to oversee and execute voice implementation projects, ensuring they were completed on schedule and in full alignment with corporate standards and processes.
- Key Activities
- Performed IOS upgrades on Cisco Voice Gateways, including thorough pre- and post-validation testing and voice issue debugging ahead of CUCM migration to version 11.X.
- Led building and floor-level migrations for Cisco Enterprise IP Telephony, coordinating all technical requirements and dependencies prior to relocating voice infrastructure to new sites.
- Collected and configured critical components such as new carrier settings, RightFax integration, emergency line routing, T1 parameters, and DID assignments to ensure seamless transitions.
- Achievements
- Diagnosed and resolved post-upgrade call issues following IOS Voice Gateway updates, restoring full service functionality.
- Enhanced pre- and post-deployment voice validation protocols to ensure consistent telephony performance.
- Successfully executed Voice Gateway upgrades across multiple branch locations with minimal disruption.
- Designed and coordinated detailed migration plans, including timelines, task sequencing, and dependency mapping to ensure smooth transitions.
Global Voice Integrator
Banamex Citi Group
10.2013 - 10.2016
- I worked as a Global Voice Integrator for Banamex Citi Group through Telinor, leading voice technology implementations across Call Center and Enterprise sites throughout Latin America. My core responsibility was to coordinate cross-functional technical teams throughout the project lifecycle, ensuring seamless execution and alignment with business objectives.
- Key Activities
- Led remediation and expansion initiatives for Voice, Contact Center, and Trade Platforms, primarily leveraging Cisco and Avaya technologies.
- Provided comprehensive pre- and post-operational support for Cisco Unified Call Manager, including Dial Plan design, Call Routing, Voice Gateway and Gatekeeper configuration, and advanced call features such as Call Pickup, Call Park, Hunt Groups, Call Back, Shared Line, and Extension Mobility.
- Executed routing modifications in Avaya Call Manager, including updates to ARS/AAR tables, Route Patterns, Trunk Groups, and Call Vectoring logic.
- Coordinated and led technical and logistical planning sessions with vendors and telecom carriers to align on deployment strategies.
- Acted as a technical liaison to implement approved voice infrastructure designs across enterprise environments.
- Collaborated closely with the Project Core Team to ensure successful integration and delivery of voice solutions.
- Facilitated technical workshops and cutover sessions to support smooth transitions during implementation phases.
- Achievements
- Successfully executed build, closure, and validation phases within time-to-market targets for multiple voice infrastructure projects.
- Led voice remediation efforts across Latin America, including Costa Rica (1,500 users), and El Salvador, Ecuador, Perú, Argentina, Venezuela, and Colombia (2,000 users).
- Supported ICG/GCG divestiture by modernizing voice platform infrastructure throughout Central America.
- Coordinated voice implementation activities with North America Citi Group Project Management teams to ensure alignment and delivery.
- Conducted budget assessments to identify and mitigate risks of project overruns.
- Deployed Cisco telephony infrastructure at the Querétaro Data Center, ensuring operational readiness and service continuity.
- Migrated Call Center services to IP telephony, including successful carrier negotiations with Telmex, Axtel, and Alestra.
- Designed and implemented dial plans for multiple office locations, optimizing call routing and feature availability.
VoIP Specialist
Servicios Axtel
01.2006 - 01.2012
- I held multiple roles at Axtel over several years, contributing across Engineering (1 year), Planning (1 year), and Axtel Labs (4 years), both as a direct employee and as an outsourced consultant through Open Service Enterprises.
- In Axtel Labs, I served as a VoIP Specialist, focusing on service improvement and quality assurance for innovative products such as Axtel Conmigo (mobility) and Axtel TV. I provided technical guidance and support to both the product development and network operations teams, ensuring alignment between service performance and business goals.
- In the Planning department, I worked as an Implementation Engineer, acting as the technical lead for new product and service launches. I collaborated closely with Marketing and Process Champions to define requirements, validate designs, and drive successful rollouts.
- During my time in Engineering, I served as a Voice Engineer, responsible for network dimensioning and planning across voice and data platforms. My work included hands-on experience with Nortel DMS-100 and Call Server 2K (Softswitch) technologies, supporting the scalability and reliability of Axtel's core infrastructure.
- Key Activities and Technical Contributions
- Project Planning & Implementation
- Led activity planning and execution for voice infrastructure projects.
- Conducted pre-operational testing for new products and services to ensure readiness.
- Delivered training sessions to network operations teams on VoIP systems and protocols.
- Coordinated voice deployments and engineering efforts in new cities using V5.2 and WiMax technologies.
- Achievements
- Enhanced overall voice quality through targeted optimization and infrastructure tuning.
- Designed robust VoIP architectures to support scalable and reliable service delivery.
- Refined product delivery processes to improve rollout efficiency and customer experience.
- Planned and built a demo-ready prepaid platform to support product validation and stakeholder engagement.
- Resolved critical VoIP-related issues, ensuring service continuity and performance.
- Collaborated on anti-fraud initiatives through SIP traffic analysis and anomaly detection.
- Developed technical guidelines for IP camera home surveillance solutions.
- Took proactive measures to minimize service-impacting risks prior to product launches.
- Successfully launched Unified Communications projects on schedule, meeting operational and business goals.
- Deployed local and long-distance voice services in new cities, expanding market reach.
- Led expansion and upgrades of voice and data networks to support evolving service demands.
- Implemented enterprise-grade IP telephony solutions, including planning, development, and post-deployment support.
- Oversaw equipment certification for multiservice VPN environments, including routers, switches, IP PBXs, and IP phones.
Technical Support Professional
Lucent Technologies
01.1998 - 01.2005
- I worked at Lucent Technologies for over seven years in an Associate Engineering role, certified as a Technical Support Professional and 5E International Staff. During this time, I provided specialized support for 5ESS and related technologies, assisting major telecom providers including Telmex, Maxcom, Megacable, and Alestra. My responsibilities included troubleshooting, configuration, and technical guidance to ensure optimal performance and service continuity across diverse network environments.
- Project Involvement Highlights
- Led retrofit upgrades from release 6.2 to 10.1 for Telmex and Telnor networks.
- Provided technical support to Telefónica de España operations in El Salvador.
- Coordinated processor migration from 3B20 to 3B21 across the Telmex network.
- Served as Team Leader for SRU (Switching Remote Unit) implementation within Telmex infrastructure.
- Deployed VCDX (Local Exchange) solutions for Telmex and Alestra networks.
- Executed retrofit upgrades from release 10.1 to 13.1, including SRU enhancements for Telmex and Alestra.
- Performed software upgrades on Telmex ATM PSAX2300 platforms to improve performance and stability.
- Delivered VoIP SP175 support across Alestra's network, ensuring service continuity.
- Implemented Call Completion to Busy Subscriber (CCBS) functionality on the Telmex network to enhance user experience.
- Achievements (Lucent Technologies)
- Contributed to the successful commitment of $12M USD in TSS CALA revenue for Mexico and Central America in FY2003, surpassing expectations with a stretch goal of $13M USD.
- Played a key role in securing multiple TSS contracts in FY2004, generating $3.2M USD in revenue across major accounts: Maxcom ($1.5M), Alestra ($1.05M), and Telmex ($702K).
- Demonstrated strong client engagement and technical leadership to support contract closure and revenue growth in the CALA region.
Voice Technical Field Support Engineer
Alestra (Servicios AT&T)
01.1996 - 01.1998
- Voice Technical Field Support Engineer – Alestra
- Provided advanced support for 5ESS, MFOS (Multi-Functional Operation System), and SCP platforms, ensuring high availability and performance across voice infrastructure.
- Key Activities
- Developed software for Office Dependent Data simulation, enabling interoffice call interaction and intelligent network routing. This included handling Recent Change operations and database corruption scenarios using C++ programming.
- Performed in-depth signaling debugging, including SS7 link expansion, protocol error analysis, QPH diagnostics, R2 signaling, and interworking issue resolution.
- Conducted ETSI INAP protocol analysis for Intelligent Network services, supported software updates, and managed SCP database configurations (tables and accounts).
- Monitored traffic performance and implemented corrective actions to optimize service delivery.
- Served as MFOS system administrator, responsible for software troubleshooting and managing operational programs to maintain system integrity.
Education
Bachelor of Science - Electronics and Communications Engineering
Instituto Tecnológico Y De Estudios Superiores De Monterrey (ITESM)
05.1996
Skills
- Technical Leadership: Teamwork support, knowledge transfer, process innovation
- Cisco Unified Call Manager v145: CUCM, CUC, UCCE, ICM, CME
- Avaya Communication Manager: ACM, VDN
- Troubleshooting: Routing analysis and debugging, SIP Protocol, QoS, Wireshark
- Voice Network Design: Visio
- Asterisk Call Server Configuration over Elastix
- Prepaid A2Billing Management
- Nortel Call Server: CS2K
- Nortel DMS100 CC7, R2, ETSI INAP, ISDN Signaling
- Oracle Acme Packet net-net 92000, SBC (Session Border Controller) VoIP firewall configuration
- 5ESS TDM Switch, Technical Certified
- IP Cameras CCTV, Administration and Configuration
- Languages: C (basic), Unix (intermediate), awk (advance)
- Platform: Windows, Mac OS X, Linux Ubuntu / Redhat
- Bilingual (fluent English/Spanish speaking and writing)
- Call routing
Accomplishments
- Developed deep understanding of customer voice network infrastructure, enabling proactive support.
- Successfully resolved the majority of end-user incidents, improving satisfaction and reliability.
- Leveraged diagnostic and voice tools to enhance service delivery and operational efficiency.
- Consistently met SLA targets by reducing response and resolution times.
Certification
- Cisco Certified Specialist – Collaboration Core June 2025
- Cisco ID: CSCO14904921
Languages
Fluent in English and Spanish, with strong bilingual communication skills across technical and business environments.
Timeline
Enterprise Voice Engineer
Softek
03.2017 - 08.2025
Network Voice Engineer
Tata Consultancy Service
10.2016 - 03.2017
Global Voice Integrator
Banamex Citi Group
10.2013 - 10.2016
VoIP Specialist
Servicios Axtel
01.2006 - 01.2012
Technical Support Professional
Lucent Technologies
01.1998 - 01.2005
Voice Technical Field Support Engineer
Alestra (Servicios AT&T)
01.1996 - 01.1998
Bachelor of Science - Electronics and Communications Engineering
Instituto Tecnológico Y De Estudios Superiores De Monterrey (ITESM)
RELATED COURSES
- Qualification courses (Diploma) in Telecommunications at ITESM.
- International 5ESS-2000 Switch Gateway & OSPS Operation & Maintenance, Databases, CCS No.7, Switch Software Update Applications, V5 interface, Assert Trouble Resolution, Very Compact Digital Exchange (VCDX). Lucent Technologies FL, USA.
- ANSI C. Hewlett Packard.
- Fundaments for CCNA, Mirconet.
- CCENT/CCNA Official Exam Certification Guide, self-Study.
- Oracle Net-Net 9000 Configuration & Administration Basic
- Phoenix Soft Prepaid Platform Configuration.
- CCNA Voice 640-461, self-study.
- CCNA Collaboration 210-060 CICD, self-study.
- Cisco CLCOR (350-801) Cisco Certified Specialist - Collaboration Core CSCO.
- Provisioning Endpoints and Implementing the Dial Plan
- Implementing Cisco IOS Gateway and Media Resources.
- Implementing Call Control (350-801).
- QoS and Collaboration Applications (350-801).
- 350-801 Exam Prep
Professional Goals
- Stay at the forefront of emerging technologies while exploring new business opportunities within the telecommunications sector.
- Pursue both technical and administrative roles that leverage expertise in voice infrastructure, project leadership, and strategic innovation.
Music production
Creating, mixing and mastering.