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Tech Stack
Tools & technologiesCloudVoIP
About the role
Key responsibilities & impact- Own and evolve solution architecture for enterprise voice, contact center, and messaging services.
- Define and maintain service requirements, architecture inputs, transition expectations, security controls, reporting needs, and operational support models for managed communication services.
- Drive architecture and design alignment for Contact Center platforms, VoIP backend, SMS Gateway, Nokia Mobile Alerts Platform and adjacent communication capabilities.
- Translate business needs into clear technical and service requirements, including API-based capabilities, user journeys, service models, and integration patterns.
- Support sourcing, RFP, and vendor selection activities by evaluating solution fit, documentation quality, implementation approach, architecture completeness, and commercial implications.
- Partner with procurement, security, operations, service owners, and external providers to shape robust, scalable, and supportable service solutions.
- Review low-level design and implementation documentation and ensure alignment with Nokia architecture, security, and operational standards.
- Contribute to service governance, change processes, transition planning, transformation readiness, and acceptance criteria.
- Support major incidents, complex escalations, and recurring service issues by bringing architectural insight into troubleshooting and long-term corrective actions.
- Use service and consumption data to support decision-making, baseline planning, business cases, and commercial discussions.
Requirements
What you’ll need- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
- 10+ years of experience in IT unified communication technology solutions, with a proven track record of planning and executing technology architecture deployments from concept through successful delivery.
- Expert-level understanding of cloud-based contact center services, call routing, IVR, ACD, queueing, call recording, and supervisor/administrator capabilities
- Expert-level experience with enterprise messaging or notification services, including SMS gateway or API-driven communication services
- Strong hands-on experience across at least two of the core domains: cloud contact center, VoIP/enterprise voice, and messaging platforms.
- Proven experience in solution architecture, service design, and technical governance, with the ability to translate business needs into clear architecture, technical requirements, and high-quality documentation
- Experience leading or contributing to RFPs, vendor evaluations, solution scoring, and technical/commercial assessments.
- Fluent in English with excellent verbal and written communication skills, able to create clear, executive-ready materials and communicate complex topics effectively.
- Collaborative, transparent, and able to build trust across functions and suppliers.
Benefits
Comp & perks- N/A 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
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Hard Skills & Tools
solution architecturecloud-based contact center servicescall routingIVRACDqueueingcall recordingenterprise messagingAPI-driven communication servicesservice design
Soft Skills
communication skillscollaborationtransparencytrust buildingproblem-solving
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Information SystemsBachelor’s degree in Engineering