- Strong customer-service orientation.
- Excellent written and oral communication skills.
- Excellent listening and interpersonal skills.
- Ability to communicate ideas in both technical and user-friendly language.
- Ability to conduct research into systems issues and products.
We are looking for a highly skilled Senior Contact Center Voice Solutions Architect to join our IT service solutions team. This role involves developing, designing, and documenting enterprise-class SaaS/CCaaS solutions to meet and exceed business performance expectations. As a key team member, you will support cross-departmental collaboration and foster a positive work environment that drives consistency and efficiency. Your expertise in architecture, design, engineering, tuning, and optimization of enterprise voice services will be crucial to achieving high availability and performance for various business applications.
Key Responsibilities:
Design:
- Serve as the accountable IT team member for cloud contact center (CCaaS) architecture and standards development.
- Design, plan, document, and support the configuration of contact center supporting solutions.
- Provide direction for the installation and configuration of all necessary software packages to support business requirements.
- Perform analysis and develop automation solutions based on established service agreements for capacity planning and performance tuning.
- Develop and maintain detailed design and configuration documentation for deployed solutions.
- Ensure the security of enterprise infrastructure and compliance with all applicable standards (PCI, PII, HIPAA, etc.).
- Collaborate with brand service delivery leaders to align solutions with business needs and select appropriate solutions.
- Develop cost-efficient solutions focused on reducing operating costs and enhancing guest experience.
- Provide detailed software, license, and labor estimates for project budget requests.
- Contribute hands-on to the implementation of solutions for all projects.
- Work with other IT teams to design and optimize new solutions.
Support:
- Act as the highest level of engineering escalation for issues encountered in designed solutions.
- Provide system support and troubleshooting expertise as needed.
Research:
- Stay current with advances and changes in the technology industry.
- Work directly with equipment manufacturers to assess new technologies.
Perform other duties and special projects as required, complying with all policies and standards.
Qualifications:
Education:
- Bachelor s degree in Computer Science, Information Technology, or related field required.
Work Experience:
- 5+ years of experience in large enterprise contact centers architecture required.
- 10+ years of overall experience with large enterprise contact centers preferred.
- 5-8+ years of experience in design and architecture of cloud contact centers required.
- 5+ years of experience in migrating on-premises voice networks to the cloud required.
- 5+ years of experience with Cisco Voice Systems preferred.
Knowledge, Skills & Abilities:
- Proficiency with enterprise cloud contact center solutions such as Nice, Genesys, Five9.
- Experience with automation tools such as Python, PowerShell, or others.
- Knowledge of cloud networks.
- Cisco knowledge is a plus (Cisco Call Manager 12.0 and up, Cisco Collaboration, Cisco gateways/ISRs).
- Strong understanding of certificate management, network, and application-level security (TCP/TLS).
Cisco Voice Systems Architect