Telephony & Contact Center Architect

Overview

Remote
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

Interactive Voice Response
Amazon Web Services
Call Center
Cisco
DAX
Genesys
Network

Job Details

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.