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
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