Solutions Architect - Telephony, Voice Contact Center
Core
Architecture owner for enterprise telephony, Teams Calling, and contact center services, leading cloud-first transformation programs and defining strategy for voice and customer engagement platforms.
Role type
Senior Solutions Architect (Telephony & Contact Center)
Builds
Global telephony transformation, cloud SaaS contact center platforms, advanced IVR, omnichannel, AI/speech recognition, and call recording/analytics.
Domain
Financial Services / Enterprise Telephony / Contact Center
Deliverable
production ML models | product features | infrastructure
Required skills
Enterprise telephony architecture, cloud SaaS migration (Teams/NICE), carrier/SBC design, call routing & numbering, CRM integration (Salesforce), compliance & risk architecture, solution design for multi-region environments
Preferred skills
Legacy PBX modernization, presence bi-sync, sentiment analysis, operational reliability standards
Technologies
Microsoft Teams Calling, NICE CXone, Salesforce Omni-Channel, Cisco/Ribbon, Avaya, SBCs
Responsibilities
Lead global telephony and contact center target architectures; Define end-to-end designs for Teams Calling, NICE, call routing, and integration patterns; Architect advanced contact center capabilities including omnichannel, quality management, and automation; Lead carrier/provider architecture decisions and routing designs; Define architecture standards for availability, monitoring, and change management; Produce executive-ready architecture artifacts for business cases and funding approvals
Seniority
Senior, hands-on IC with strategic leadership