Architect end-to-end Cisco contact center platforms: IVR, routing, agent desktop, recording, reporting, and digital integrations
Design high-availability, multi-site, and disaster recovery architectures for enterprise and regulated environments
Translate contact center business requirements into technical designs with no abstraction loss
Define platform roadmaps aligned to cost optimization, CX improvement, and regulatory compliance goals
Architect and govern digital-to-voice convergence within agent desktop and routing layers
Design SIP and media architectures involving Cisco CUBE, third-party SBCs, and multi-provider carrier interconnects
Evaluate, challenge, and govern vendor and partner architectural submissions
Produce architecture standards, reference designs, and decision records
Lead modernization initiatives including hybrid platform evolution
Mentor engineers and junior architects; represent architecture authority in RFIs, RFPs, and vendor evaluations

15+ years of hands-on experience in contact center engineering and architecture
10+ years designing Cisco UCCE-based platforms at enterprise scale
Proven experience supporting 24x7, high-volume contact centers in production
Demonstrated success integrating voice and digital channels into a unified agent experience
Direct experience designing SIP architectures with third-party SBCs
Cisco UCCE — expert level; this is the core competency of the role
Must have experience architecting and designing large-scale Cisco UCCE platforms
CVP: call control, VXML, and reporting
CUCM, SIP, CUBE, and voice gateway configuration and troubleshooting
Third-party SBC integration, SIP normalization, encryption, and call admission control
WxConnect digital channel integrations (chat, messaging, asynchronous interactions)
Agent desktop architectures: Cisco Finesse and custom desktop integrations
Call recording, QA, and compliance platforms
API-based integrations and middleware
High availability design, disaster recovery planning, and capacity modeling
Working hand in hand with other internal teams for integration of internal IP

Senior Architect – Cisco Contact Center, UCCE Platform Expert

About this role