Cisco/TelCo Architect

PamTen
1 month ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior

Job location

Tech stack

JavaScript
API
Artificial Intelligence
Amazon Web Services (AWS)
Azure
VoIP
Continuous Integration
Software Debugging
DevOps
Distributed Systems
Failover
Session Initiation Protocols
Python
Microsoft Dynamics
Public Switched Telephone Networks
Salesforce
Systems Integration
Cisco WebEx
Data Logging
Scripting (Bash/Python/Go/Ruby)
Chatbots
System Availability
Virtual Agents
REST
Webhooks
Devsecops
Cisco networks
ServiceNow
Microservices

Job description

  • Design end-to-end contact center architecture including call flows, IVR, routing strategies, and omnichannel capabilities
  • Hands-on configuration of Webex Contact Center (flows, queues, agent profiles, routing logic)
  • Build and optimize IVR and customer journey workflows across voice and digital channels
  • Develop and implement integrations with enterprise systems (CRM, APIs, backend services)
  • Configure and troubleshoot SIP, PSTN connectivity, and call routing flows
  • Implement AI-driven capabilities such as chatbots, voice bots, and intelligent routing
  • Design and implement high availability, failover, and resiliency solutions
  • Create and maintain automation for provisioning, configuration, and deployment where possible
  • Define and enforce architecture standards while actively guiding engineers through implementation
  • Troubleshoot complex production issues across voice, routing, and integration layers
  • Develop monitoring, logging, and reporting solutions for contact center performance
  • Document architecture, configurations, and reusable patterns

Requirements

  • deep hands-on experience with **Cisco Webex Contact Center configuration and architecture

  • strong expertise in call routing, IVR design, and ACD systems

  • solid understanding of VoIP, SIP, PSTN, and call flow troubleshooting

  • experience building API integrations and automation (REST, webhooks, scripting)

  • cloud experience (Azure and/or AWS)

  • experience implementing high availability and scalable system designs

  • strong troubleshooting and debugging skills across distributed systems, * experience integrating with CRM platforms (Salesforce, ServiceNow, Dynamics) familiarity with AI/NLP solutions for contact centers (virtual agents, speech analytics)

  • DevOps/DevSecOps experience (CI/CD, infrastructure as code), experience with observability tools (logging, metrics, tracing) and knowledge of security and compliance considerations, Hands-On Architect (Lead-Level, 8+ years experience)

  • Owns architecture and directly implements critical components

  • Acts as the technical anchor for complex configurations and integrations

  • Leads by example through hands-on development and troubleshooting

  • Balances strategic design with day-to-day execution

  • Mentors engineers while contributing directly to delivery

  • Experience with python scripting and JavaScript

Apply for this position