VoIP Contact Center Engineer

5+ years of experience in architect-level roles with one or more cloud-based contact center platforms such as Cisco Cloud Contact Center, Microsoft DCCP, NICE CXone, or Genesys

10+ years of experience designing, building, and managing high-volume contact centers across multiple industries or environments

Proven experience migrating from on-premise to cloud-based contact center platforms, including integration and optimization in a PCI-compliant environment

Experience with at least 2 CTI (Computer Telephony Integration) implementations involving Microsoft Dynamics 365 CE or equivalent CRM systems

Expertise in passing context from IVR to agents within omnichannel contact center platforms (e.g., voice, chat, SMS)

Proficient in scripting, call routing, call recording, and CRM integration for centralized contact center systems

Deep understanding of networking principles, including DNS, QoS, DHCP, and UDP as they apply to contact center and UCaaS architecture

Experience designing and implementing PCI-compliant voice and contact center architecture, including tokenization and third-party delegation strategies

Understanding of how to delegate PCI responsibilities to third-party cloud-hosted providers through segmentation or scope reduction strategies

Experience designing Virtual Desktop Infrastructure (VDI) agent environments tailored for cloud-based contact center operation

Ability to create and maintain enterprise architecture roadmaps and high-level designs within a cloud networking environment

Design and implement enterprise-grade voice and contact center solutions, aligning with business and compliance requirements

Lead the migration of contact centers from on-premise to cloud-based platforms, ensuring service continuity and compliance (especially PCI)

Plan, document, and support the configuration and deployment of supporting systems for contact centers, including CRM, recording, workforce optimization, and reporting tools

Create and maintain detailed technical design documentation, including solution blueprints, process flows, and operational support documents for SaaS/CCaaS environments

Act as the Lead Unified Communications Solution Architect, leading discovery workshops, capturing requirements, and translating them into scalable, secure designs

Design and implement VDI-based agent environments, optimized for contact center performance and integration with voice, chat, and CRM platforms

Architect and support context-rich customer journeys, ensuring seamless handoffs from IVR to agent with full session state preservation

Develop, support, and govern the architecture roadmap for voice and network services across the cloud environment

Provide technical leadership across IT and business units, guiding best practices for contact center modernization and cloud transformation

Stay current with emerging technologies in UCaaS/CCaaS, advising stakeholders on opportunities for innovation, cost savings, and service improvement