Lead Architect - Network Voice

About the job
Key Skills:Cisco Unified Communications Manager (CUCM), Cisco Contact Center (UCCE/PCCE), Enghouse Interactive, Avaya, Genesys, IVR systems and CTI integrations, SIP, VoIP, QoS, MPLS networking concepts, Call flow design, IVR systems, and call routing strategies, Enterprise integrations (Salesforce, ServiceNow, analytics tools), Stakeholder management and communication, Network voice architecture and engineering.

Role & 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.
Requirements:

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.
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.
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.
Qualifications: Bachelor's degree in Computer Science, Telecommunications, or a related field