Cesar Garcia

About Cesar Garcia

Senior IVR and Intelligent Virtual Assistant (IVA) Engineer with 12+ years of experience designing, developing, and delivering large-scale enterprise self-service solutions in high-availability production environments.Deep expertise in conversational flows, prompt design, NLP concepts, and backend integrations. Proven ability to own IVA solutions end-to-end, collaborate with business and CX teams, and modernize legacy IVR platforms toward AI-driven and cloud-based IVA technologies.Hands-on experience designing self-service use cases across legacy IVR platforms (Avaya Orchestration Designer, Voice Portal) and building conversational flows and prompts aligned with business and customer experience requirements.Strong background integrating IVA and IVR applications with backend systems using REST, SOA services, and SQL to enable real-time data access and end-to-end self-service journeys.Experience supporting UAT, production deployments, post-release validation, and long-term evolution of enterprise self-service platforms in regulated telecom environments.Currently expanding hands-on experience with modern conversational AI platforms, including Google Dialogflow CX through labs and proof-of-concept work, and building practical understanding of cloud-based IVA architectures.Comfortable working in client-facing and stakeholder-driven roles, contributing across the full delivery lifecycle from requirements analysis and design through deployment, validation, and production support.Experience working in enterprise environments where Microsoft 365 tools (Teams, SharePoint) are used for collaboration, documentation, and cross-team delivery.Bilingual: English & Spanish

Experience

1. Iva Program Engineer

   Rollins, Inc.

   Feb 2026 — Present · Miami-Fort Lauderdale, FL, US

   Lead IVA program initiatives using Verint IVA Studio to improve customer self-service automation.• Design conversational flows, intents, and backend integrations for voice and digital channels.• Partner with IT, CX stakeholders, and operations teams to define requirements and success metrics (containment, deflection, CSAT).• Manage delivery lifecycle, testing, deployment readiness, and continuous optimization.• Support reporting and analytics to track performance and drive improvements.

Education

• Universidad EAFIT

  Bachelor's degree, Computer Software Engineering