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# Senior Voice and Telephony Architect (CCaaS)

- **Company:** Capgemini
- **Location:** Atlanta, GA, United States
- **Experience:** Expert
- **Salary:** $82,082.0 - $193,440.0
- **Contract:** Permanent contract
- **Skills:** VoIP, Codecs, Computer Telephony Integration, Networking Basics, Routing, Packet Analyzer, Oracle (Applications), Public Switched Telephone Networks, Wireshark, Wide Area Networks, WebRTC, Core Voice Platform, Amazon Connect, Diagnostic Tools, Cisco Unified Contact Center Enterprise (UCCE), Genesys, Large Language Models, Ribbon (Software), Audio Streaming, Virtual Agents, Cisco
- **Published:** October 8, 2026
- **Apply:** https://www.capgemini.com/jobs/571794-en_GB_SAPBTP/x/

## About the Role

hands-on voice and telephony experience with Genesys Cloud CX, NICE CXone, or Amazon Connect, including connecting the platform to carriers and enterprise voice networks through BYOC or SIP trunking.
Working knowledge of Microsoft Teams Direct Routing and enterprise UC integration.
Proficiency with troubleshooting tools such as Wireshark, sngrep, and HOMER.
Ability to explain complex telephony issues clearly to clients and non-specialist teammates.

Nice to have -

Certifications such as CCNP/CCIE Collaboration, Genesys Cloud, Amazon Connect, AudioCodes, or Oracle SBC. Experience with WebRTC and digital voice channels.
Experience with voice AI platforms and real-time speech pipelines (ASR, TTS, LLM-based voice agents).
Network fundamentals: QoS, SD-WAN, and capacity planning for voice.

## Description

You will be the person the team calls when calls drop, audio breaks, or a migration cutover has to work the first time.

 * Design voice architecture for CCaaS migrations, including SIP trunking, BYOC, carrier and PSTN connectivity, number porting, and toll-free strategy.
 * Architect and configure session border controllers (Oracle/Acme Packet, AudioCodes, Ribbon, or Cisco CUBE), including SIP normalization, header manipulation, and security.
 * Plan and execute migrations from Avaya, Cisco UCCE/UCCX, and other on-premise platforms to Genesys Cloud CX, NICE CXone, Amazon Connect, and similar.
 * Design call flows, transfers, and routing across systems, including SIP REFER, re-INVITE, UUI and header passing, and CTI integration with CRM.
 * Engineer the media path for voice AI: audio streaming and media forking to virtual agents, latency budgets, barge-in, and DTMF handling.
 * Diagnose complex voice issues using SIP ladder analysis, packet captures, and carrier traces.
 * Address voice compliance and trust: E911, Kari's Law and RAY BAUM'S Act, STIR/SHAKEN, call recording (SIPREC), and PCI handling for payments.
 * Support pursuits with voice architecture, migration approach, and effort estimates. What you bring * 8+ years in enterprise voice, unified communications, or contact center telephony.
 * Deep SIP expertise: call flows, SDP negotiation, codecs
 * Hands-on SBC design and configuration in production environments.