- Company Name
- CyberX Info System
- Job Title
- Telephony & Contact Center Architect
- Job Description
-
**Job Title**
Telephony & Contact Center Architect
**Role Summary**
Architect and engineer enterprise telephony and contact center solutions across major CCaaS platforms (Genesys, Cisco, Avaya, Amazon Connect, Five9). Design system architecture, observability, and data integration to ensure high quality, reliable voice and workforce operations.
**Expectations**
* 7+ years in contact center or telephony architecture.
* US citizen or lawful permanent resident (Green Card).
* Proven ability to design, monitor, and optimize real‑time voice and workforce metrics.
**Key Responsibilities**
* Develop and maintain telephony architecture diagrams for Genesys, Cisco, Avaya, Amazon Connect, Five9, and other platforms.
* Build real‑time monitoring and observability for call routing, IVR, CTI, network paths, and voice quality (jitter, packet loss, MOS).
* Collect, normalize, and ingest data from multiple vendors (APIs, Kafka, Kinesis, logs) into analytics platforms (Power BI, Splunk, Elastic, Grafana, Prometheus, OpenTelemetry).
* Create dashboards, reports, and alerting thresholds for operational and quality KPIs.
* Construct Technical Quality Score (TQS) models to quantify voice quality metrics.
* Correlate workforce management data (staffing, adherence, shrinkage) with telephony KPIs.
* Perform root‑cause analysis using technical evidence and document RCA templates and escalation paths.
* Develop synthetic call test frameworks and alert runbooks.
* Collaborate with vendors on SLA monitoring, telemetry gaps, and resolution.
* Partner with security and compliance to enforce recording, data, and retention policies.
**Required Skills**
* CCaaS platform expertise (Genesys, Cisco, Avaya, Amazon Connect, Five9).
* Deep knowledge of SIP, RTP, codecs, SBCs, QoS, and telephony protocols.
* Proficiency with observability tools (Elastic, Splunk, Grafana, Prometheus, OpenTelemetry).
* Experience ingesting data via APIs, Kafka, Kinesis, and constructing data pipelines.
* Strong SQL and DAX skills for data modeling and reporting.
* Ability to correlate network performance with agent performance and workforce metrics.
* Familiarity with incident and CMDB correlation (e.g., ServiceNow).
**Required Education & Certifications**
* Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or related field.
* Certifications such as CCNA, CCNP Voice, or equivalent CCaaS credentials are preferred.