Sutherland

Senior Architect – Cisco Contact Center, UCCE Platform Expert

Sutherland

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Job Level

Senior

About the role

  • 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

Requirements

  • 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
Benefits
  • Employees can work remotely
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
contact center engineeringCisco UCCESIP architecturecall controlVXMLCUCMCUBEAPI-based integrationshigh availability designdisaster recovery planning
Soft Skills
mentoringleadershipcommunicationcollaborationproblem-solving