Telephony & Contact Center Architect

Required skills :

Required Experience

7+ years in enterprise contact center telephony architecture

Hands-on experience with one or more CCaaS platforms (Genesys Cloud CX, Amazon Connect, Avaya, Cisco, Five9)

Deep understanding of SIP, RTP, codecs, SBCs, jitter buffers, QoS policies

Expertise in observability tooling (Open Telemetry, Elastic, Splunk, Grafana/Prometheus, equivalent)

Experience ingesting telemetry via APIs, event streams (Kafka/Kinesis), log frameworks

Prior success instrumenting multiple BPO vendors simultaneously

Strong SQL/DAX and metric transformation skills

Experience correlating network path behavior with agent desktop performance

Preferred Experience

NICE Enlighten, Verint, Calabrio screen/voice analytics

Azure Data Factory or similar ETL pipelines

Contact sentiment engines (Contact Lens, Cognigy, Qualtrics)

VDI performance telemetry (Citrix/VMware Horizon)

Workforce Management platforms

ServiceNow incident & CMDB correlation