Unified Communications Architect

We are seeking a Unified Communications Architect to join our IT Infrastructure team! The Unified Communications Architect will drive the evolution of the Unified Communication portfolio of services and will be responsible for its oversight and continued transformation. This position will work in the IT Infrastructure team and will be expected to provide telephony expertise for the organization, working directly with end-users, business owners, and management to support the strategic vision for contact center needs and help solve telephony system problems related to our telephony platform. This position will work under minimal supervision to solve technical problems and to analyze telephony data, including performance metrics.

Responsibilities:

• Collaborates and influences technical direction and decision making with internal clients to enable the delivery of quality for contact center solutions.
• Utilize experience of Contact Center systems to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor for internal and external customers.
• Analyze business and user needs and revise existing system logic as necessary.
• Firsthand knowledge of administering a hosted VoIP solution, including working directly with end users as well as hardware/software solutions and networking equipment.
• Assist with the reporting and analysis of auto attendants, IVR, call center queues and/or hunt groups.
• Manage and work on telephony-related projects; effectively communicate with technical teams, company managers, and end users.
• Manage relationships with existing communication service vendors to ensure contracts are adhered to in the company's favor.
• Recommend call center routing changes based on analysis of departmental job functions.
• Identifying areas for expansion and improvement and help assess potential opportunities to apply contact center technologies.
• Identifies new product opportunities as they relate to Contact Center systems.
• Serve as the point of contact and escalation with the hosted VOIP vendor.
• Other duties as assigned.

• Minimum 5 to 7 years of hands-on experience with Contact Center and Enterprise communication solutions.
• Bachelor's degree preferred or equivalent experience required.
• Prior experience in a Contact Center, specifically CCaaS environments.
• Possess a deep technical understanding of Contact Center functionality, architecture, reporting, routing, automation, and integrations.
• Capable of driving large contact center projects from an architecture and design perspective.
• Familiarity with the principles and practice of VoIP communication technologies and operations.
• Strong technical fundamentals focused on troubleshooting hardware, software, and other technologies, as necessary.
• Excellent interpersonal skills, communication abilities, and a self-starter.
• Ability to multi-task, prioritize and follow-up on tasks.
• Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access).

• Flexibility to work in an office and/or at-home, remote office environment.
• Schedule flexibility is occasionally necessary in this position. Individual may be required to attend key business/departmental meetings and/or perform certain business critical job functions outside of normal working hours.
• Physical Demands: Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.