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About the Role

We are seeking a Senior IT Architect to lead and support the technical design and implementation of our telephony and contact center project. The ideal candidate will have a robust background in enterprise architecture, particularly in unified communications, VoIP solutions, contact center platforms (both on-premise and cloud), and CRM implementations. This role is crucial in designing scalable, secure, and future-proof architectures that align with our business objectives and user experience standards.

Key Responsibilities

• Develop and document comprehensive technical architectures for telephony and contact center solutions.
• Oversee the migration of legacy telephony systems to modern platforms, whether cloud-based or hybrid.
• Work closely with internal stakeholders, business analysts, network and infrastructure teams, and external vendors to shape and execute the migration roadmap.
• Assess and recommend tools, platforms, and integrations, such as Cisco, Genesys, Avaya, Mitel, etc.
• Ensure that architectural solutions meet security, compliance, and performance standards.
• Provide technical leadership during RFPs, vendor assessments, and contract negotiations.
• Support change management and facilitate knowledge transfer during and after implementation.

Required Skills & Experience

• Demonstrated experience in IT architecture with a focus on telephony and contact center technologies.
• Practical experience with contact center platforms.
• Knowledge of cloud migration strategies (Azure, AWS, or Google Cloud) for communication platforms.
• Understanding of VoIP, SIP, SBCs, call routing, IVRs, and telephony infrastructure.
• Strong expertise in integrating CRM, ticketing systems (e.g., ServiceNow), and omnichannel communication tools.
• Excellent communication and stakeholder management skills.
• Ability to work effectively in cross-functional teams and manage architectural governance.

Nice to Have

• Certifications such as TOGAF, CCNP Collaboration, AWS/Azure Architect, or equivalent.
• Experience with workforce management and quality monitoring tools.
• Exposure to enterprise IT environments in sectors like insurance or banking.

Why Join Us?

• Opportunity to work on impactful transformation projects.
• Collaborate with talented professionals in a dynamic and supportive environment.
• Enjoy flexible work arrangements and competitive compensation.