Cisco Contact Center Architect

Position: Cisco Contact Center Architect
Work Location: Troy, MI (Onsite from day one)
Type of Hire: Contract

About the Opportunity

We are seeking a highly skilled Cisco Contact Center Architect with deep expertise in CUCM, UCCE, UCCX, and integration experience with NICE Quality Management, Workforce Management, Outbound Dialer, IVR, and various third-party applications. The ideal candidate will be instrumental in the design and architecture of implementation, upgrades, and functional validation of contact center solutions. This role demands a strong technical foundation combined with a customer-centric approach.

Responsibilities

• Lead the solution design for Cisco Contact Center platforms (CUCM, UCCE, UCCX) and integrate with NICE QM, WFM, Outbound Dialer, IVR, and third-party applications.
• Optimize the contact center environment to support organizational goals and strategic outcomes.
• Create comprehensive architectural documentation including HLDs (High-Level Design), LLDs (Low-Level Design), and phased implementation plans.
• Collaborate with business and technical stakeholders to gather requirements and translate them into solution designs.
• Ensure adherence to industry standards and best practices for building scalable, high-availability systems.
• Coordinate with OEMs/vendors and internal delivery teams to streamline implementation.
• Evaluate product interoperability, recommend compatible versions, and ensure seamless integration.
• Support delivery teams with design-related guidance and troubleshooting assistance.
• Participate in quality assurance and UAT phases to ensure deliverables meet business expectations.
• Provide post-go-live support and contribute to knowledge transfer for ongoing maintenance.
• Maintain a high level of customer satisfaction by addressing technical challenges effectively.

Qualifications

• Bachelor s degree in Computer Science, Information Technology, or related field.
• Proven experience architecting Cisco Contact Center solutions, including CUCM, UCCE, and UCCX.
• Hands-on experience integrating with NICE Quality Management, Workforce Management tools, IVR systems, and outbound dialers.
• Strong knowledge of contact center operations, telephony infrastructure, and third-party integration best practices.
• Excellent communication skills both verbal and written.
• Ability to manage multiple priorities and work under tight deadlines.
• Strong project coordination and documentation skills.
• Self-driven, with minimal supervision required.
• Willingness to work flexible hours to align with client timelines.
• Relevant Cisco certifications (e.g., CCNP Collaboration, Cisco Contact Center Specialist) are a plus