Key Responsibilities
Architecture & Regional Solution Design
- Design end-to-end regional voice and contact center architecture across Cisco UC and NICE CXone platforms.
- Develop HLDs/LLDs, network topology, routing strategy, and multi-country deployment frameworks.
- Standardize platform configurations, multi-site failover, cross-region redundancy, and telco integration.
Cloud Contact Center (NICE CXone)
- Lead CXone architecture including ACD/IVR Studio, Workforce Management & Optimization, and multi-channel engagement.
- Plan and execute migration from legacy on-prem systems to cloud CX solutions.
Regulatory Compliance & Security
- Ensure architecture adheres to insurance and financial services regulations (data residency, privacy, call recording retention).
- Implement security governance, audit controls, encryption, and data segregation in collaboration with InfoSec & Risk teams.
Integration & Technology Governance
- Integrate Cisco Voice and CXone with CRM, policy/claims systems, authentication platforms, and analytics engines.
- Define integration frameworks (API, SIP, SBC) and conduct architecture reviews for regional standardization.
Technical Leadership & Regional Deployment
- Serve as technical lead for regional rollouts across multiple Asia markets.
- Conduct workshops with country IT teams, business units, and vendors.
- Guide delivery teams through migration, testing, go-live, and BAU transition.
Incident Management & Optimization
- Lead root cause analysis (RCA) for critical incidents and recommend architectural improvements.
- Track performance metrics and define a long-term roadmap for voice/CX modernization, AI, and automation.
Skills/Experience:
Technical Skills
- 10–15 years of experience in Cisco UC/Voice technologies (CUCM, Unity, IM&P, CUBE/SBC, SIP trunking, UCCX/UCCE).
- Hands-on experience with NICE CXone end-to-end architecture.
- Knowledge of voice routing, SIP/RTP signaling, network QoS, HA/DR topology, WFM, call recording, and analytics.
- Experience in multi-country, multi-site UC/CC rollouts, preferably in Insurance/FSI.
Domain Knowledge
- Understanding of insurance contact center operations (claims, underwriting, hotline, agent support).
- Familiarity with FSI regulations (PDPA, MAS/HKMA/BNM guidelines) and cloud migration strategies.
Architecture & Leadership Skills
- Strong capability in HLD/LLD creation, migration, cutover planning, testing, and troubleshooting.
- Proven ability to lead workshops with IT and business stakeholders.
Soft Skills
- Executive-level communication and documentation skills.
- Leadership, mentoring, and strong problem-solving mindset.
- Ability to take ownership and drive complex regional projects.
Preferred Certifications
- Cisco CCNP/CCIE Collaboration.
- NICE CXone (ACD/IVR/WFM) certification.
- ITIL or TOGAF is an advantage.
Education
- Degree in Computer Science, IT, Engineering, or related field.
