Job Specifications
Position: Telephony & Contact Center Architect - Remote
Type: W2 Only (US Citizens / Green Card Holders)
Responsibilities
Design and support telephony systems across Genesys, Cisco, Avaya, Amazon Connect, Five9, and more.
Build real-time monitoring and observability for calls, routing, IVR, CTI, and network paths.
Collect and normalize data from multiple vendors to ensure quality and consistency.
Develop dashboards and reports (Power BI, Splunk, Elastic, etc.) for performance insights.
Create Technical Quality Score (TQS) models for metrics like jitter, packet loss, and MOS.
Correlate WFM data (staffing, adherence, shrinkage) with telephony KPIs.
Set up alerts for outages, routing issues, or quality drops.
Perform root cause analysis (RCA) using technical evidence.
Work with vendors on SLA monitoring and telemetry gaps.
Partner with security and compliance teams on recording, data, and retention policies.
Key Deliverables
Telephony architecture diagrams
Real-time dashboards
Vendor SLA observability matrix
Data ingestion and normalization model
Alerting thresholds and runbooks
Synthetic call test framework
Technical Quality Score (TQS) framework
RCA templates and escalation process
Required Experience
7+ years in enterprise contact center or telephony architecture
Hands-on with CCaaS platforms (Genesys, Avaya, Cisco, Amazon Connect, Five9)
Strong knowledge of SIP, RTP, codecs, SBCs, QoS
Skilled with observability tools (Elastic, Splunk, Grafana, Prometheus, OpenTelemetry)
Experience with data ingestion (APIs, Kafka, Kinesis, logs)
Strong SQL/DAX skills
Ability to correlate network and agent performance
Preferred Experience
NICE, Verint, or Calabrio analytics
Azure Data Factory or similar ETL tools
Contact sentiment tools (Contact Lens, Cognigy, Qualtrics)
VDI telemetry (Citrix, VMware Horizon)
Workforce Management platforms
ServiceNow for incident and CMDB correlation
About the Company
Cyberx Info System's unique brand differentiation is our relentless focus on customer-centric mobile app development. Unlike competitors who take a one-size-fits-all approach, we immerse ourselves in understanding each client's business, users, and goals to create custom mobile apps that solve real problems and provide meaningful value. Our deep expertise in UX design, app architecture, and the latest development frameworks allows us to efficiently build high-quality, user-friendly apps that drive engagement and ROI. The mai...
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