Cisco Unified Communications Senior Architect

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

We are currently undergoing a search for an experienced Cisco Unified Communications Senior Architect to provide design, architecture, implementation and delivery support of our Cisco UCCE and Webex Contact Center services and solutions.  In this role you will report into our Enterprise Collaboration Solutions practice and work with our talented team of UC and UCCE Architects and Engineers. This an excellent career opportunity for individuals with prior voice and data architecture and engineering experience who want to develop and grow their career in Cisco Contact Center solutions in a consulting, client facing environment. 

We are seeking a Unified Communications Senior Solutions Architect to step beyond just project work, bringing their knowledge and expertise and work with leadership to:

o  Own and improve portions of existing methodology

o  Guide and create best practices

o  Identify and develop operational efficiencies for the Unified Communications team

o  Direct and mentor UC engineers

o  Opportunity to directly manage employees

o  Coordinate and effectively work with and lead cross functional teams to develop and implement full-life cycle projects.

What You'll Be Doing

• Designing and implementing full-life cycle Unified Communications (Collaboration) projects. Leveraging your knowledge and experience with design, configuration, and deployment of Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Instant Messaging/Presence, Voice Gateways, Emergency Responder and integration with Unified Contact Center Enterprise (UCCE) including Unified Customer Voice Portal (CVP).

• Acting as the Lead UC Solution Architect, leading UC discovery sessions, developing solutions based on client requirements, and creating low level designs based on Cisco best practices.

• Producing, presenting and defending detailed design documentation to internal and client groups for approval.

• Writing, implementing, and troubleshooting configurations during the deployment of complex voice and data networks.

• Working and collaborating with project teams consisting of TTEC Digital Professional Services staff, client resources, contract resources and 3rd party vendors.

• Providing consistent and frequent project status updates and project issues to assigned TTEC Digital Project Manager.

• Leading UC Engineers both on project teams and internally. Providing technical leadership to the UC Engineers through feedback, mentoring, and knowledge sharing.

What You Bring to the Role

• 5+ years of large and complex architecture and implementation of Cisco contact centers and telephony applications.

• Expert level design, implementation and support of complex Cisco IPT solutions with CUCM, Cisco Unity Connection, and Voice Gateways with SIP protocol.

• Extensive knowledge and troubleshooting ability of the SIP Protocol. Applicant should be confident in their ability to design and configure technologies using the SIP Protocol, as well as troubleshoot SIP logs regardless of the end products.

• Comprehensive knowledge and working ability with other protocols including SCCP, H.323, MGCP, RTP, RTCP and underlying protocols.

• Knowledge and extensive experience with bulk administration tools in the UC space for migrating/implementing large environments.

• Cisco voice gateway configuration, troubleshooting, and administration at an expert level.

• Strong experience troubleshooting network routing and switching with Quality of Service (QOS).

• Demonstrated ability to perform complex problem isolation within telecommunications infrastructures, CAS, ISDN, Pots, and other TDM Circuits & Service Provider SIP Trunks.

• Knowledge of and experience with Session Border Controllers (CUBE, ACME Packet).

• Instant Messaging and Presence (Jabber) design, implementation and troubleshooting experience

• Experience implementing Cisco Emergency Responder (CER)

• Call Center or Contact Center knowledge or consulting experience

Desired Skills and Experience

• Administration support of multi-site contact center systems integration experience with Cisco Unified Contact Center Enterprise (UCCE) with Finesse and CVP Integration including VXML Gateways and Virtual Voice Browsers.

• Knowledge of Cisco Cloud offerings Webex Connect, Webex Contact Center, and/or Webex Contact Center Enterprise.

• Experience with Unified Contact Center Express (UCCX).

• Knowledge of and experience with Cisco Unified SIP Proxy (CUSP).

• Immersive Telepresence, Video, VCS and Collaboration Endpoints.

• Scripting, programming languages or automation methods.

• Collaboration or Routing and Switching Cisco Certifications: CCIE, CCNP or CCNA a plus.

• Integration experience for third party call recording applications.

• Experience with design and implementation of Cisco Expressway products.

• Experience with data center design, associated hardware and virtualization technologies. (Nexus, UCS-B and C series servers).

What You Can Expect

• The anticipated range for individuals expressing interest in this position is $150,000 to $180,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

• Benefits available to eligible employees include the following: Medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, paid time off (PTO) and wellness time off.

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About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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