Voice Architect – Contact Centre

About the Role

· Responsible for Contact Center cloud solutions, development, and application integrations

· Contact center platform experience including call flows, routing, omni channel, digital integrations, systems & infrastructure architecture, design principles and implementation with cloud solution providers

· Interact with business customers and end user services for demand and implement approved enhancements

· Agile approach and DevOps experience a plus for improved automation and operations

· Solution advanced customer engagement solutions that include digital integrations and business processes. Work closely with business technologist and operating leads to develop new capabilities and operating models.

· Drive architectural standardization for the contact center environments and lead global transformation of all contact centers

· Experience and capability to solution contact centers and cloud solutions with advanced security capabilities and compliance requirements

Location: Americas and Asia-Pacific

We’re seeking an experienced senior customer engagement and contact center engineer to join our growing global UC&C engineering team. The Sr. Customer Engagement Engineer is responsible for development, implementation, and serviceability of our contact center infrastructures and is the expert technical resource for contact center services. The candidate embodies sound engineering principals and is highly collaborative, creative, problem solving, and technically curious. This position will drive strategic infrastructure initiatives and oversee engineering of transformation projects. This role will also assist in establishing operational support models, self-service tools, process automation, and proactive monitoring required for a scalable and highly available communication service. This is a senior level technical role that requires exceptional skills and proven attention to detail, processes, and an engineering discipline of complex production enterprise environments. As a member of the broader Enterprise Infrastructure Services team, the candidate will have direct responsibility for diagnosing and resolving complex infrastructure issues and outages. Ideal candidates will possess proficiency in the leading contact center technologies and delivery experience of complex hybrid infrastructures including public & private cloud and on-premise contact centers.

Responsibilities

· Architecture & engineering foundation: Understands the concept and execution of architecture and engineering in the development and deployment of Genesys, inContact, Cisco, Microsoft, and/or Avaya contact center solutions.

· End user service orientation and business acumen: Initiate and proactively engage projects in response to business requirements and strategic infrastructure projects. Leadership role in program initiatives and comfortable with strategy, finance, resourcing, and goal-oriented delivery.

· Program leader: Successfully lead large scale transformation programs that include complex integrations of many technology components from Cisco, Avaya, inContact, and Genesys. This includes the deployment of new voice, video, SMS, business chat messengers, and supportive technologies.

· Leading engineer role for all global contact center applications; including – cloud providers, internal/external infrastructure, telephone providers, interaction recording, workforce management, reporting, session border controllers, and integrated equipment, devices, and infrastructure.

· Solution engineering all customer engagement & contact center infrastructure transformation services for voice & video solutions, designing global routing plans, software lifecycles, and overseeing operational departments processes and inventory.

· Contribute significantly to product design, documents, solution, development, DevOps, test plans and test execution

· Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery.

· Develop operational process automation using efficient technologies & procedures for Move, Adds, and Changes telephony service.

Qualifications

· At least 8 eight years of relevant experience with Contact Center, ACD, IVR, WFM, and recording services including architecture design, configuration, implementation projects, and complex system integrations. Experience transforming distributed contact center systems into global technology standard

· Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment.

· Strong platform experience with leading collaboration technologies and certifications are a plus. Experience with the following:

· NICE inContact

· Genesys PureCloud / Engage Cloud

· Cisco Contact Center Enterprise

· Avaya Contact Center

· Experience with global telecommunications providers, SIP trunking, and global routing and regulations.

· Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations.

· Ability to manage multiple projects in a dynamic environment and experience with project delivery successes that include softphone, mobile workforce, and unified communications deployments.

· Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations

· Knowledge and experience with networking infrastructure (QoS, Routing, Packet Captures, DHCP, DNS, Active Directory, , etc.)

· Understanding of security infrastructure within the context of collaboration services (firewalls, VPN, key management, encryption, certificates, etc.)

· Strong ability to identify, understand and communicate business needs and application architectures for technical projects.

· Excellent communication and collaboration skills; ability to effectively communicate across all levels is required.

· Excellent written/verbal skills; ability to effectively communicate is required.

· Experience in understanding and communicating technical concepts to a non-technical audience.

· Bachelor’s degree or equivalent work experience recommended.