Senior Lead Contact Center Architect

Description

Some people are never quite satisfied with the status quo. They continually push themselves and others to make new discoveries and make the world a better place.

If you’re anything like us, this resonates with you; and you might be a great fit for the role of Senior Lead Contact Center Architect . In this position, you’ll provide strategic technical direction for contact center technology – and paving the way for a best-in-class customer experience. Ready to take your career to the next level? Apply today!

What’s In It For You?

Here’s a sneak peek of the benefits you could experience as a Cox employee:

• A competitive salary and top-notch bonus/incentive plans.

• Professional development and continuing education opportunities.

• The chance to work with fascinating, cutting-edge platforms.

• Exceptional work-life balance, flexible time-off policies and accommodating work schedules.

• Comprehensive healthcare, with multiple options for individuals and families.

• Generous 401(k) retirement plans with up to 8% company match.

• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.

Check out all our benefits.

What You’ll Do

You’ll act as a key contributor to the contact center enterprise technology roadmap, using your broad awareness and command of the contact center industry and collaborating with others. Here’s a closer look at your responsibilities:

• Planning and executing a rolling 18-36-month roadmap for evolving our contact center platform across multiple domains, including Avaya Aura, Oracle Acme, Swampfox ICX/FIL, WFM and call quality performance platforms.

• Defining high-level costs, benefits and schedule estimates associated with the roadmap.

• Analyzing, designing, and providing technology alternatives with respect to business benefits.

• Consulting on complex projects that require in-depth knowledge.

• Defining a future state and transition plan based on CCaaS.

• Resolving design pattern conflicts between teams to ensure architectural alignment.

• Finding ways to leverage machine learning/AI technologies within a contact center telephony ecosystem.

• Creating success measures for proof-of-concept and proof-of-value activities.

• Creating operational playbooks for product handoffs from engineering to operations teams.

• Establishing advanced analytics from platform telemetry data.

Who You Are

You have a strong knowledge of network, IP telephony and contact center platforms. You not only have strong technical experience, but also the ability to lead others to success. You bring the following qualifications to the table:

Qualifications

Minimum :

• A bachelor’s degree in a related discipline and 8 years of experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 6 years of experience; a PhD and 3 years of experience in a related field; or 20 years of experience in a related field.

• Expertise with the Avaya (or another large-scale voice platform) contact center platform and third-party outsource integrations for telephony, applications, data control, reporting, etc.

• The ability to troubleshoot using Wireshark/TCPdump.

• The ability to collect and decode traces and logs from applications.

• A deep understanding of TCP/IP network-related technologies, including SIP ladder diagram, routing/switching, DNS, DHCP, Firewall/ACL, X.509 Certificate, QoS, etc.

Preferred :

• 10+ years of experience in a related field.

• Experience with designing and deploying a multi-data center contact center infrastructure, supporting disaster recovery with a BCP focus.

• Industry recognitions in the disciplines of contact center operations and support, contact center technology, IP telephony and associated solutions architecture.

• Experience with driving product selection and evaluations.

• A strong knowledge and understanding of contact center tech industry trends and business drivers.

• A master’s degree in a related discipline, or advanced industry certifications.

Say goodbye to the status quo and hello to a bright future at Cox. Join us!

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About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That’s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you’re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!

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Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.