Luis Hernandez

Founder

Self Employed

Aug 2026 - Present • 2 mos

Founded AtiendeCR, a company that builds AI voice receptionists for small businesses. • Build 24/7 AI voice agents on Retell AI that answer FAQs, capture caller details, route calls and book appointments • Agents in Spanish and English; our own Spanish receptionist runs on a Costa Rican number and emails every lead • Set up telephony and numbers on Telnyx, and integrate with Google Workspace (Sheets, Gmail, Calendar) • Run the whole business: sales, onboarding, pricing and support • Also design, host and maintain websites for small businesses

Zoom & Google Workspace Admin, Voice AI Developer

Freelance

Aug 2024 - Present • 2 yrs 2 mos

Freelance Zoom and Google Workspace administrator and voice AI developer for two US clients: a law firm and a healthcare company. Law firm (29 users), Zoom Phone audit and redesign: • Found an auto receptionist and call queue with no number assigned, so no call could reach them, plus an unused paid number and an offline reception phone • Rebuilt call handling: a shared reception queue on the main number (4 receptionists, longest-idle routing, 3-minute max wait), business and after-hours routing, a closed-hours greeting with voicemail and SMS auto-reply, and a second auto receptionist for an attorney • Rolled it out in six steps (approval, configuration testing, user testing, documentation, production, monitoring) in about a week Healthcare company, voice AI and automation: • Built Retell AI voice agents backed by custom Python APIs on AWS that connect to Zoom, Google and Twilio • Outbound appointment-reminder agent: pulls sessions booked in Zoom Scheduler, calls patients in batches, confirms or reschedules, then updates Zoom and Google or sends an SMS • Inbound receptionist that answers calls and books sessions • Also manage Metabase analytics For both clients: Zoom and Google Workspace administration, including user provisioning, licensing, security settings, onboarding and offboarding processes, and day-to-day support.

Sr. Unified Communications Engineer — Zoom Lead

Contractor

Apr 2021 - Present • 5 yrs 6 mos

Lead unified communications engineer for a global telecommunications company with about 2,000 users. Cisco-to-Zoom migration (lead engineer): • Replaced Cisco CUCM clusters in 4 regions with one Zoom Phone platform for about 2,000 users in 7 countries across the US, Europe and Asia, plus remote workers • Owned design, purchasing, deployment and cutover, about 6 months from planning to go-live • Consolidated 20+ carrier connections (SIP and ISDN PRI), retired hundreds of desk phones, replaced about 50 key phones with Poly devices and moved everyone else to the Zoom apps • Converted 20 of 50 conference rooms to Zoom Rooms and connected the remaining India voice routers to Zoom over SIP (BYOC) • Cut costs by removing Cisco servers, routers and carrier contracts Ongoing administration: • Zoom subject-matter expert for the company: Zoom Phone, Zoom Rooms, Webinars, Team Chat, Zoom Scheduler and cloud recordings • SSO and SCIM provisioning, emergency addressing (E911) and Zoom API work • Also administer Microsoft Teams and Genesys, and maintain VoIP phones, video devices and voice routers • Write the internal voice documentation, advise on new UC projects on technical and cost grounds, and act as the escalation point for voice issues