Telephony & Contact Center Architect
Posted 1 week ago by 1761899434
Negotiable
Outside
Remote
USA
Summary: The Telephony & Contact Center Architect role involves designing and optimizing telephony ecosystems within multi-vendor BPO call centers. The position requires expertise in observability engineering, data ingestion, and performance analytics to enhance call center operations. The architect will be responsible for developing monitoring frameworks, performance dashboards, and ensuring data quality across various telephony platforms. This is a remote position with a focus on technical leadership and collaboration with vendors and stakeholders.
Key Responsibilities:
- Architect and understand enterprise telephony ecosystems across outsourced contact centers (Genesys, Cisco, Avaya, Amazon Connect, Five9, etc.).
- Drive technical requirements and design real-time monitoring and observability frameworks for voice, routing, IVR, CTI, network paths, VDI, SBC traversal, and agent endpoints.
- 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 Skills:
- 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.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Role: Telephony & Contact Center Architect
Location: REMOTE
Duration: 12 Months
Video Interview
Job Description
We re seeking a Telephony & Contact Center Performance Architect capable of 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