Lead Architect - Network Voice & Contact Center

Job Summary:

We are seeking an experienced Network Voice Architect with a specialization in designing and delivering enterprise-grade contact center solutions. The ideal candidate will lead the architectural design and implementation of voice and contact center technologies, ensuring they meet business requirements for reliability, scalability, and performance. This role involves close collaboration with business stakeholders, IT teams, and technology vendors to align technical solutions with organizational goals. Expertise in Cisco, Enghouse, and other contact center platforms is essential.

Key Responsibilities:

Contact Center Solution Design

• Design and implement voice and contact center solutions leveraging technologies such as Cisco Unified Communications Manager (CUCM), Cisco Contact Center (UCCE/PCCE), Enghouse Interactive or other platforms like Avaya, Genesys, etc.
• Develop high-level and detailed solution architectures that address business needs, ensuring alignment with enterprise IT strategies and standards.
• Evaluate and recommend technologies to enhance the functionality, efficiency, and scalability of contact center environments.

Stakeholder Management

• Collaborate with business stakeholders to understand their requirements, pain points, and future needs related to voice and contact center solutions.
• Act as a technical advisor to non-technical stakeholders, providing clear and actionable recommendations.
• Partner with cross-functional teams, including operations, customer service, and IT, to ensure successful project delivery and adoption of solutions.

Implementation and Integration

• Oversee the deployment and integration of contact center platforms with enterprise systems, including CRM, ticketing, and analytics tools.
• Ensure seamless integration of voice and data networks, leveraging SIP, VoIP, and other communication protocols.
• Define and document workflows, call routing strategies, and IVR designs to optimize the customer experience.

Technology Governance and Optimization

• Establish and enforce best practices for network voice and contact center solutions, including security, reliability, and performance.
• Perform capacity planning, monitoring, and performance tuning of voice systems to ensure optimal functionality.
• Stay current on industry trends and emerging technologies to identify opportunities for innovation.

Vendor and Technology Management

• Manage relationships with technology vendors such as Cisco, Enghouse, and other service providers, ensuring SLAs are met.
• Evaluate vendor proposals, negotiate contracts, and oversee vendor-delivered solutions for compliance with technical and business requirements.

Qualifications:

Education and Experience

• Bachelors degree in Computer Science, Telecommunications, or a related field (or equivalent experience).
• 8+ years of experience in network voice architecture and engineering, with at least 5 years focused on contact center solutions.
• Proven expertise in Cisco Unified Communications and Contact Center technologies (UCCE, PCCE, MS Teams).
• Experience with Enghouse Interactive solutions, IVR systems, and CTI integrations.

Technical Skills

• Strong understanding of voice and data networking concepts, including SIP, VoIP, QoS, and MPLS.
• Proficiency in designing and managing call flows, IVR systems, and call routing strategies.
• Hands-on experience with Cisco Unified Communications Manager (CUCM), Cisco Contact Center (UCCE/PCCE), and collaboration tools.
• Familiarity with integrations between contact center platforms and enterprise applications such as Salesforce, ServiceNow, and analytics tools.

Soft Skills

• Strong communication and stakeholder management skills, with the ability to translate technical concepts for business leaders.
• Proven ability to lead and collaborate in cross-functional teams.
• Analytical and problem-solving mindset, with attention to detail.

Preferred Qualifications:

• Relevant certifications such as Cisco Certified Network Professional (CCNP) Collaboration, Cisco Certified Internetwork Expert (CCIE) Collaboration, or equivalent.
• Experience with cloud-based contact center platforms (e.g., Cisco Contact Center, MS Teams, etc.).
• Knowledge of security standards and compliance requirements for voice networks and contact center solutions.