Unified Communications Domain Architect

Telephony & Contact Center Performance Architect
Primary Location: 100% remote

12 months contract to hire

Description:
We’re seeking a Telephony & 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

• Architect and to help understand enterprise telephony ecosystems across outsourced contact centers (Genesys, Cisco, Avaya, Amazon Connect, Five9, etc.).
• 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.
• Understand, Translate, and Normalize heterogeneous vendor data (queues, sites, agents, call disposition), ensuring schema consistency and data quality scoring.
• Develop and deploy comprehensive performance dashboards (Power BI, Splunk/Elastic, observability stacks) with executive-level UX.
• Create and maintain Technical Quality Score (TQS) models, weighting jitter, packet loss, MOS degradation, agent behavior, routing defects, and concurrency events.
• Correlate WFM insights (intraday staffing, adherence, shrinkage) with telephony KPIs to identify causal drivers.
• Engineer alerting & threshold intelligence for site outages, routing anomalies, MOS drops, and abandonment clustering.
• Establish synthetic transaction testing, packet captures, and distributed tracing to support RCA.
• Identify telemetry gaps and drive vendors to deliver missing feeds and metadata.
• Own vendor SLA instrumentation, enforceability triggers, and penalty-driven KPIs.
• Partner with security & compliance for recording redaction, data residency, BAA alignment, retention windows.
• Deliver root cause analysis (RCA) rapidly with technical evidence, not anecdotes.

Key Deliverables

• End-to-end telephony architecture diagrams
• Real-time performance dashboard with adoption metrics
• Vendor SLA observability matrix
• Telemetry ingestion & normalization model
• Site-level alerting thresholds & runbooks
• Synthetic call test harness & baselines
• Technical Quality Score (TQS) framework
• Escalation ladders and RCA templates

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

Job Types: Full-time, Contract

Pay: $50.00 - $70.00 per hour

Expected hours: 40 per week

Work Location: Remote