Senior Architect – Cisco Contact Center, UCCE Platform Expert

This is a fully remote position, open to applicants in New York.

📋 Description

• Design and implement comprehensive Cisco contact center systems, including IVR, routing, agent desktop, recording, reporting, and digital integrations.

• Create high-availability, multi-site, and disaster recovery solutions tailored for enterprise and regulated settings.

• Convert contact center business needs into precise technical designs without any loss of abstraction.

• Establish platform roadmaps that align with cost efficiency, customer experience enhancements, and adherence to regulatory standards.

• Architect and oversee the integration of digital and voice channels within the agent desktop and routing frameworks.

• Drive modernization projects that include the evolution of hybrid platforms.

• Provide mentorship to engineers and junior architects, serving as the architectural authority during RFIs, RFPs, and vendor assessments.

⛳️ Requirements

• Over 15 years of practical experience in contact center engineering and architecture.

• More than 10 years of experience in designing Cisco UCCE-based platforms at an enterprise level.

• Proven track record of supporting 24x7, high-volume contact centers in a live environment.

• Successful history of integrating voice and digital channels into a cohesive agent experience.

• Direct experience in designing SIP architectures with third-party Session Border Controllers (SBCs).

• Cisco Certified Design Expert (CCDE) or Cisco Certified Architect (CCAr) is required or must be actively pursued.

• Relevant Cisco UCCE certifications are required.

🏝️ Benefits

• Health insurance coverage.

• Retirement savings plans.

• Paid time off for personal use.

• Opportunities for professional development.