Overview Our client has launched an ambitious plan to modernize their service center, moving beyond traditional telephony into a modern, AI-enabled, cloud-first environment. They are seeking a senior-level engineer who brings both deep technical expertise and the leadership skills to help shape this transformation. This role requires strategic vision and hands-on experience in building next-generation contact center platforms. Key Responsibilities Telephony System Design & Integration + Architect and optimize IVR applications, call routing logic, and queue management. + Lead SIP trunking setup, call transfer protocols (SIP refer/invite), and screen pop logic. + Design and implement integrations across platforms such as Cisco, Verint, Parloa, and Salesforce—spanning both on-premises and cloud environments. Infrastructure & Reliability + Oversee carrier circuits, SIP routers, softphones (Finesse/Jabber), and disaster recovery planning. + Ensure redundancy, failover, and business continuity across all voice systems. Architecture & Modernization + Develop and maintain architectural diagrams that clearly represent current-state infrastructure and workflows. + Identify legacy dependencies, bottlenecks, and opportunities for modernization. + Design future-state architectures with an emphasis on agentic AI, omnichannel capabilities, and scalable platforms. + Create layered diagrams (logical, physical, data flow) to support cross-functional alignment and planning. + Collaborate with stakeholders to storyboard customer experiences and map enabling technologies. + Use tools like Miro or Visio to produce and iterate diagrams collaboratively. + Ensure compliance, security, and enterprise architecture standards are reflected in all artifacts. + Highlight automation opportunities by distinguishing manual vs. system-driven actions. + Present architectural evolution plans to leadership and technical teams to guide decisions and roadmaps. Security & Compliance + Implement solutions such as Pin Drop voice biometrics and IP whitelisting. + Maintain compliance with data privacy standards, audit processes, and vulnerability management. + Conduct threat modeling to proactively address risks. API & Platform Integration + Define and manage API architecture for telephony-enabled features like screen pops and call summarization. + Partner on agent enablement platforms (e.g., Parloa AMP) supporting both voice and chat channels. Monitoring & Performance + Drive continuous performance monitoring and reporting improvements. + Partner with IT, Customer Service, and vendors to align contact center strategy with business goals. + Support project scoping, environment segregation, and delivery pipeline planning for AI-enabled solutions. Leadership & Strategic Impact + Act as a thought leader in transforming from legacy telephony to cloud-first, AI-driven platforms. + Provide guidance and mentorship to cross-functional teams and stakeholders. + Champion innovation, ensuring that modern tools and agentic AI are leveraged to elevate customer and agent experiences. + Influence long-term technology strategy and investment decisions.