Senior Unified Communications Architect

TITLE: SR UNIFIED COMMUNICATIONS ARCHITECT
STATUS: EXEMPT
REPORTS TO: DIRECTOR - IT INFRASTRUCTURE
DEPARTMENT: IT - NETWORK AND UNIFIED COMMUNICATIONS
JOB CODE: 11848

PAY RANGE: $141,400.00 - $165,000.00 ANNUALLY

GENERAL DESCRIPTION:

The Sr. Unified Communications Architect will be responsible for driving the development, occasional support and overall success of telecommunications products. Primary focus will be on ensuring that the products meet customer needs, align with business goals, and deliver value. You will also be working with a team of Telco Engineers who support these efforts. This position involves collaborating across business lines and technology groups, ensuring smooth project execution, and maintaining critical production activities that mitigate downtime risks. They will also oversee software release management, builds, and deployments. As the product owner and subject matter expert of unified communications solution, the architect drives excellence through the development of a clear strategy and vision for our UC applications.

TASKS, DUTIES, FUNCTIONS:

1. Technology Consultant and Subject Matter Expert:
   1. Identify customer needs and business objectives to guide product development.
   2. Define success metrics and Key Performance Indicators (KPIs) for the CCaaS product.
   3. Prioritize features and enhancements based on business value and customer impact.
   4. Ensure technical aspects of contact center solutions align with security requirements and business expectations.
   5. Provides leadership and direction through technical subject matter expertise to staff responsible for managing the telecommunication and CCaaS technologies.
2. Vendor Management:
   1. Collaborates with hardware and software vendors for procurement, licensing, and support.
   2. Evaluates new technologies and recommend upgrades.
3. Documentation and Training:
   1. Maintains comprehensive documentation for system configurations, processes, and procedures.
   2. Conduct training sessions for team members and end-users.
4. Security and Compliance:
   1. Ensures all system and related security standards are adhered to by staff.
   2. Review standards periodically with information security and risk departments and other IT Managers and implement changes as required.
   3. Implements security protocols, access controls, and encryption mechanisms.
5. Collaboration:
   1. Foster strong relationships with other departments and business units to coordinate support activities and project related tasks.
   2. Builds strong relationships with senior business stakeholders.
6. Reporting and Communication:
   1. Prepares regular reports for all levels of management, service providers, and staff.
   2. Communicates effectively with stakeholders, providing actionable insights and recommendations.
7. Compliance:
   1. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
   2. Develops and maintains an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.
8. Participate in the "On-Call" rotation as a tertiary resource.
9. Performs other job-related duties, as necessary.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to interpret, resolve, and document networking problems.
2. Strong organizational and time management skills; ability to articulate system methodologies and concepts; communicate effectively in providing technical guidance and expertise to other staff.
3. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All levels of staff and management.
2. EXTERNAL: Vendors.

QUALIFICATIONS:

1. EDUCATION: Bachelor's degree in Computer Science, Information Systems or comparable discipline or equivalent work experience.
2. EXPERIENCE: Minimum of 10 years' experience in Information Technology in a senior level engineering or architect role. Minimum of 3 years' experience in a product owner/subject matter expert role.
3. KNOWLEDGE / SKILLS:
   1. Demonstrates strong aptitude to work with business owners for planning of enterprise-wide technologies.
   2. Demonstrates strong aptitude to work effectively and support others in an environment of continuous change.
   3. Proficiency in managing and maintaining telephone systems, including traditional landlines, Voice over Internet Protocol (VoIP), and Cloud Contact Center systems.
   4. Knowledge of telecommunication infrastructure components, such as switches, routers, and servers.
   5. Understanding of LAN technologies and their impact on communication.
   6. Familiarity with IVR (Interactive Voice Response) systems used for automated phone interactions.
   7. Knowledge of data networks, including WANs (Wide Area Networks) and VPNs (Virtual Private Networks), as they relate to telco infrastructure.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday to accomplish tasks.
2. Availability for occasional emergency and on call duty 24 hours a day, 7 days a week, as needed.
3. Occasional travel may be required.
4. Lift and carry communications equipment and computer hardware weighing up to fifty pounds.
5. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data.
6. Hearing within normal range.
7. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.
8. May work additional work hours to accomplish tasks.

LICENSES / CERTIFICATIONS:

1. DevOps or Site Reliability Certifications (Desired)
2. At least one or more technical certifications
   1. CCaaS Certified Administrator preferably for NICE CXone (Desired)
   2. Cisco CCNA/CCNP Collaboration (Desired)
3. Project Management Professional or Agile Certification (Desired)

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.



REV. 3/26/2025

Other details

• Job Family Senior Professional
• Job Function Senior Professional
• Pay Type Salary
• Employment Indicator Remote
• Min Hiring Rate $141,400.00
• Max Hiring Rate $165,000.00

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