Cloud Solutions Architect (Telephony)

As a Senior Contact Center Solutions Architect, you will be responsible for successfully managing and providing technical leadership of contact center solutions and voice systems, the interfaces between these systems, and related tools. You will lead the design, development, and implementation of contact center solutions. The Senior Contact Center Solutions Architect will provide consultation and leadership on complex projects with functional and cross-functional technical personnel. You will collaborate across functional business and IS teams from project discovery through implementation and post go-live. You will be specialized in the Cisco Call Center systems and have the ability to develop solutions on-premises or in the cloud.

Key Responsibilities/Deliverables:

• Understand, guide, and collaborate with various teams to meet their business requirements in accordance with industry best practices.
• Architecture and Solution Proposal ownership with responsibility for design and review of the overall solution at enterprise scale.
• Responsible for the overall contact center architectural design and implementation for major contact centers and remote sites.
• Leverage past experience and technical knowledge to develop and maintain the company’s voice applications.
• Create documentation, architectural drawings, and system standards and SOPs within the organization.
• Plan and oversee vendor implementation of contact center system upgrades.
• Gather requirements from key stakeholders to meet business objectives.
• Generate and present reports regarding contact center metrics.
• Work closely with internal customers, IT staff, vendors, and consultants to coordinate plans for projects.
• Ensure that all contact center related systems and software are operating properly and are on supported versions/releases.
• Manage vendor and manufacturer support during contact center systems and service related problems.
• Help to track projects and day-to-day work schedules to ensure that deadlines are met.
• Forecast future contact center utilization and system requirements.
• Maintain current knowledge of capabilities.
• Identify and determine risks regarding security issues and inform management.
• Maintain deep level of expertise of network and systems management tools.
• Assist team members in day-to-day operations.
• Adhere to change management procedures to mitigate the disruption of services to the business.
• Participate in external forums and independently pursue knowledge of new contact center technology and management trends.
• Well versed with security concepts i.e. data security, application security, infrastructure, cloud security, public / private / hybrid cloud.
• Problem Solving: act independently and collaborate (as needed) to solve complex business and technical problems
• Team Player and Collaborative: working with business and IS teams, business analysts, project managers, program managers and executive sponsors
• Knowledge of Captive finance / Automotive systems a plus.
• Work with outsourced vendor to ensure the project requests are clearly identified
• In-depth knowledge of design and troubleshooting of voice gateways
• Proven experience in troubleshooting voice environments
• Knowledge with Wireshark
• Other duties as assigned.

Knowledge, Skills and Abilities:

• Extensive knowledge of Cisco CUCM 15, CUC, Expressway, and voice gateways.
• Webex Calling design and support.
• A solid background in Cisco Unified Contact Center Enterprise (UCCE 12.6).
• Knowledge of Webex Control Hub Management and troubleshooting for hybrid environments.
• Expressway, TMS, and video endpoints management, troubleshooting, and upgrades.
• Must demonstrate a thorough understanding of business priorities.
• Experience in call recording and WFO solutions.
• Capacity planning and call flow management.
• Proven experience in managing enterprise call queues and call flows.
• Understanding of IVR, Speech, and integration.
• Cisco Dialer integration and understanding for Cisco UCCE 12.6.
• In-depth background of Cisco UCCE and associated protocols.
• Knowledge of Cisco Communications Manager and Unity.
• Ability to prioritize and multitask effectively.
• Strong written and verbal communication skills.
• Experience leading technical projects (Project Management).
• Vendor management experience.
• Ability to teach and mentor peers and junior staff.
• Motivational skills to foster team cohesiveness and a positive work environment positive environment.

Minimum Qualifications

10+ Years IS/IT experience with emphasis in the following:
• 10+years of contact center solutions, management and design experience.
• 7+ years’ experience in developing technology solutions specifically as an architect or technical lead.
• Must have strong Cisco UCCE, Call Recording, Workforce Optimization solutions, Communications Manager, and Unity experience.
• Must have strong Cisco UCCE, Call Recording, Workforce Optimization solutions, Communications Manager, and Unity experience.
• CCNP Collaboration
• UCCED completion is a plus.
• Spanish / English fluency.