Unified Communications & Contact Centre Architect

Senior Unified Communications & Contact Centre Architect

Job Summary

We are seeking a highly experienced Senior Unified Communications & Contact Centre Architect to provide technical leadership, architecture governance and delivery oversight for enterprise communication and collaboration platforms.

The successful candidate will be responsible for designing, reviewing and supporting large-scale Unified Communications (UC), Contact Centre (CC), Video Conferencing and Enterprise Telephony environments. The role will work closely with infrastructure teams, application teams, vendors and business stakeholders to ensure solutions are scalable, secure, resilient and operationally supportable.

Key Responsibilities

Lead the architecture, design and technical governance of enterprise UC, Contact Centre and collaboration solutions.

Provide technical advisory and architectural review for new implementations, enhancements, migrations and modernization initiatives.

Design and support large-scale Voice, VoIP, SIP, Contact Centre and Unified Communications environments.

Conduct solution assessment, infrastructure dependency analysis, technical risk assessment and implementation impact reviews.

Develop and review High-Level Designs (HLD), Low-Level Designs (LLD), technical documentation and operational runbooks.

Lead technical planning for upgrades, migrations, deployments, testing, pilot and production implementation.

Ensure operational readiness, handover and supportability of new solutions.

Work with OEMs, vendors and technology partners on solution design, troubleshooting and technical escalations.

Support major incident and problem management activities and provide technical leadership for critical operational issues.

Coordinate cross-functional teams to ensure successful implementation and transition into steady-state operations.

Provide technical guidance on enterprise collaboration technologies including Avaya, Cisco, Microsoft Teams and Zoom.

Support Contact Centre platforms including Cisco, AWS, Avaya and Genesys.

Provide technical oversight of Trading Phone, CTI, call recording, SBC and SIP infrastructure.

Contribute to cloud and infrastructure modernization initiatives, including AWS and Azure environments.

Mandatory Skills & Experience

12+ years of experience in Unified Communications, Contact Centre, Enterprise Telephony or related infrastructure technologies.

Strong experience in enterprise UC/CC architecture, solution design and technical governance.

Extensive hands-on and architectural experience with Avaya and/or Cisco UC platforms.

Strong knowledge of SIP, SBC, VoIP, voice routing and enterprise telephony infrastructure.

Experience with Contact Centre technologies and integration with enterprise communication platforms.

Experience with Zoom and Microsoft Teams collaboration environments.

Strong experience in designing, implementing, upgrading and migrating enterprise communication platforms.

Experience preparing HLD, LLD, technical proposals, runbooks and transition documentation.

Strong understanding of infrastructure dependencies, operational readiness, testing and production deployment governance.

Proven experience working with vendors, OEMs, infrastructure teams and business stakeholders.

Strong incident, problem and technical escalation management experience.

Excellent communication, stakeholder management and technical advisory skills.

Good to Have

Experience with Cisco Call Manager, Presence, Unity Connection, CUBE, CER, UCS and UCCX.

Experience with Avaya Communication Manager, Session Manager, System Manager, AES and Aura Messaging.

Experience with Cisco VCS, CMS, TMS, MCU and video conferencing solutions.

Knowledge of Genesys, AWS Contact Centre and cloud-based communication solutions.

Experience with Trading Phone platforms such as Cloud9 or IPC.

Exposure to Azure, Hyper-V and Microsoft System Center.

ITIL-aligned operational support and service management experience.

Experience supporting financial institutions, government or other mission-critical enterprise environments.

Key Competencies

Enterprise Architecture & Technical Governance

Unified Communications & Contact Centre

Voice / VoIP / SIP / SBC

Solution Design & Technical Advisory

Migration & Transformation

Incident & Problem Management

Vendor & Stakeholder Management

Operational Readiness & Transition

Technical Documentation

Infrastructure Dependency & Risk Management

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering or a related discipline.

Role Profile

This is a senior-level architecture and technical leadership position suited for an experienced UC/CC professional who can operate across architecture, implementation, operations and stakeholder management, while providing hands-on technical guidance for complex enterprise communication environments.

Interested candidates may apply directly with an updatedresume. Only shortlisted candidates will be notified. Information provided inthis advertisement is for recruitment purposes only.

By submitting your personal data and/or resume, you giveconsent to collection, use and disclosure of your personal data and/or resumeby the company (or its agent) for the purpose of the processing andadministration by the company relating to this job application.

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Cornerstone Global Partners (EA LicenseNumber: 19C9859) is an affirmative equal-opportunity employer and recruitmentfirm. We evaluate qualified applicants without regard to race, colour,religion, creed, gender, sexual orientation, gender identity, maritalstatus, national origin, age, veteran status, disability, or any otherprotected class.

Eugene Then
[email protected]

EA Registration Number: R22104742.

Cornerstone Global Partners Pte Ltd (EA License:19C9859)