Senior Contact Center Voice Solutions Architect

Miami, FL

Onsite  -  IT - Infrastructure / Network / Systems  -  Direct Placement  -  Job ID: 24-02652

Title: Senior Contact Center Voice Solutions Architect
Location: Miami, FL (Hybrid)

Duration: Direct Hire
Compensation:$100,000-$128,000
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.
 

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 (CCaaS) 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 CCaaS 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 manufacturers 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

Our benefits package includes:

  • Comprehensive medical benefits
  • Competitive pay
  • 401(k) retirement plan
  • …and much more!

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
 

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