Enhancement of contact center, don't need to be a developer
Location: hybrid, very little travel if at all, to go to conference, if have cisco call manager might go to dry dock
Team: Principal arch, architect, 2 contactors. Other half of the team handles shipboard: principal, a few architects underneath. Collaborate and cross projects
Sponsorship: Yes
The Senior Contact Center Voice Solutions Architect is a highly knowledgeable member of a team responsible for developing IT service solutions and standards that meet or exceed business performance expectations. The position is responsible for creating detailed solution designs and documentation that supports the development, implementation and operations of enterprise-class SaaS/CCaaS solutions used by the Contact Center. Supports cross-departmental collaboration and internal communications with staff throughout the organization and service providers while promoting a positive work environment that supports consistency and drives efficiencies. Responsibilities include the architecture, design, engineering, tuning, and optimization of enterprise Voice services and related components to achieve high availability and performance for various business applications. Incumbent will support all Voice solution designs across all aspects of the business.
Job Functions: • Design - Accountable IT team member for cloud contact center architecture and standards development. Design, plan, document, and support the configuration of contact center supporting solutions. Provide direction for the installation and configuration of all software packages, as needed, to support business requirements. Perform analysis and develop automation solutions based on established service agreements for capacity planning and performance tuning. Participate in the development of solution standards. Develop detailed design and configuration documentation for deployed solutions. Ensure within solutions and deployments, the security of our enterprise infrastructure and compliance with all applicable security and compliance standards (PCI, PII, HIPPA etc.). Provide assistance in reviewing performance and capacity requests as well as design solution resolution. Collaborate with the Brand service delivery leaders to ensure an understanding of business cases and to ensure that the appropriate solution is selected that meets the business need. Develop solutions with a focus on reducing operating costs and/or improving guest experience. Provide Capital and/or Operational Expenditure Request level software, license and labor estimates, with detail, for projects. Contribute as necessary in a hands-on manner with the implementation of solutions in support of all projects. Work with other IT teams for new solutions designs and optimizations. S • Support- Act as the highest level of engineering escalation for issues encountered. Provide system support and troubleshooting expertise as needed for designed solutions • Research - Understand advances and changes in the technology industry and work directly with equipment manufactures to assess new technologies • Perform other duties and special projects as required • Complies with all policies and standards
Qualifications: • Education: bachelor's degree in computer science, information technology or related field required • Work Experience: 5+ years' Experience with Large enterprise Contact Centers Architecture required. 10+ years Overall Experience with Large enterprise Contact Centers preferred. 5-8++ years Design & Architecture Cloud Contact Center required. 5+ years Migration of On-Premises voice networks to Cloud required. 5+ years Cisco Voice Systems preferred.
Knowledge, Skills & Abilities: • Working experience of enterprise Cloud Contact Center solutions such as Nice, Genesys, Five9 • Working experience with automation tools such as Python, PowerShell or others • Working experience with cloud networks • CISCO KSAs is a plus • Cisco Call Manager 12.0 and up • Cisco Collaboration • Cisco gateways/ISR's • Certificate management • Network & Application level security • TCP/TLS • Soft skill KSAs • Strong Customer-service orientation • Excellent written and oral communication skills • Excellent listening and interpersonal skills • Ability to communicate ideas in both technical and user-friendly language • Ability to conduct research into systems issues and products