Qureos Mentor

Lams Technology LLC

Telephony &amp; Contact Center Performance Architect Primary Location: 100% remote12 months contract to hireDescription: We&rsquo;re seeking a Telephony &amp; Contact Center Performance Architect capable understanding a multi-vendor BPO call center ecosystem. This role spans telephony architecture, observability engineering, data ingestion, and dashboard performance analytics.Primary Responsibilities<ul><li>Architect and to help understand enterprise telephony ecosystems across outsourced contact centers (Genesys, Cisco, Avaya, Amazon Connect, Five9, etc.).</li><li>Help drive technical requirements and design real-time monitoring and observability frameworks for voice, routing, IVR, CTI, network paths, VDI, SBC traversal, and agent endpoints.</li><li>Understand, Translate, and Normalize heterogeneous vendor data (queues, sites, agents, call disposition), ensuring schema consistency and data quality scoring.</li><li>Develop and deploy comprehensive performance dashboards (Power BI, Splunk/Elastic, observability stacks) with executive-level UX.</li><li>Create and maintain Technical Quality Score (TQS) models, weighting jitter, packet loss, MOS degradation, agent behavior, routing defects, and concurrency events.</li><li>Correlate WFM insights (intraday staffing, adherence, shrinkage) with telephony KPIs to identify causal drivers.</li><li>Engineer alerting &amp; threshold intelligence for site outages, routing anomalies, MOS drops, and abandonment clustering.</li><li>Establish synthetic transaction testing, packet captures, and distributed tracing to support RCA.</li><li>Identify telemetry gaps and drive vendors to deliver missing feeds and metadata.</li><li>Own vendor SLA instrumentation, enforceability triggers, and penalty-driven KPIs.</li><li>Partner with security &amp; compliance for recording redaction, data residency, BAA alignment, retention windows.</li><li>Deliver root cause analysis (RCA) rapidly with technical evidence, not anecdotes.</li></ul>Key Deliverables<ul><li>End-to-end telephony architecture diagrams</li><li>Real-time performance dashboard with adoption metrics</li><li>Vendor SLA observability matrix</li><li>Telemetry ingestion &amp; normalization model</li><li>Site-level alerting thresholds &amp; runbooks</li><li>Synthetic call test harness &amp; baselines</li><li>Technical Quality Score (TQS) framework</li><li>Escalation ladders and RCA templates</li></ul>Required Experience<ul><li>7+ years in enterprise contact center telephony architecture</li><li>Hands-on experience with one or more CCaaS platforms (Genesys Cloud CX, Amazon Connect, Avaya, Cisco, Five9)</li><li>Deep understanding of SIP, RTP, codecs, SBCs, jitter buffers, QoS policies</li><li>Expertise in observability tooling (Open Telemetry, Elastic, Splunk, Grafana/Prometheus, equivalent)</li><li>Experience ingesting telemetry via APIs, event streams (Kafka/Kinesis), log frameworks</li><li>Prior success instrumenting multiple BPO vendors simultaneously</li><li>Strong SQL/DAX and metric transformation skills</li><li>Experience correlating network path behavior with agent desktop performance</li></ul>Preferred Experience<ul><li>NICE Enlighten, Verint, Calabrio screen/voice analytics</li><li>Azure Data Factory or similar ETL pipelines</li><li>Contact sentiment engines (Contact Lens, Cognigy, Qualtrics)</li><li>VDI performance telemetry (Citrix/VMware Horizon)</li><li>Workforce Management platforms</li><li>ServiceNow incident &amp; CMDB correlation</li></ul>Job Types: Full-time, ContractPay: $50.00 - $70.00 per hourExpected hours: 40 per weekWork Location: Remote

Unified Communications Domain Architect

Join Lams Technology LLC and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Lams Technology LLC

ABOUT_COMPANY

Unified Communications Domain Architect