Senior Telephony Solutions Architect - Cisco
Company Overview
Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.
Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.
We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.
Position Summary
As a Senior Telephony Solutions Architect, you will play a pivotal role in designing, implementing, supporting, and optimizing Cisco Unified Communications and Contact Center solutions that meet the communication needs of our organization and clients. You will collaborate with cross-functional teams, provide technical leadership, and leverage your expertise to architect robust and scalable telephony systems.
Key Responsibilities
Provide technical expertise to the Professional Services and Managed Services business units in support of the Cisco UC and CC product portfolio.
Project-based System Implementations:
- Lead or participate in the implementation, upgrade and expansion of customer Telephony and Contact Center solutions across the Cisco portfolio, working closely with engineering teams to ensure accurate execution of the architectural vision.
- Conduct thorough testing and validation of telephony and Contact Center systems to ensure they meet performance, security, and quality standards.
Managed Services:
- In addition to the project-based focus of this role, our Professional Services team provides hybrid overflow and on-call support to our Managed Services organization, supporting customer Incidents, MAC and Change Requests, troubleshooting and remediation as required by staffing and technical needs.
Collaboration:
- Collaborate with cross-functional teams including network engineers, software developers, security experts, and project managers to ensure seamless integration of telephony solutions with other systems.
- Communicate complex technical concepts effectively to both technical and non-technical stakeholders.
Performance Optimization:
- Monitor and analyze telephony system performance, identifying bottlenecks and areas for improvement.
- Implement strategies to optimize telephony solutions for performance, reliability, and cost-effectiveness.
Documentation:
- Create comprehensive technical documentation, including system diagrams, architecture blueprints, configuration guides, and best practice recommendations.
Security and Compliance:
- Implement and enforce security best practices to safeguard telephony systems and communication channels.
- Ensure telephony solutions adhere to relevant industry standards and compliance requirements.
Problem Solving:
- Troubleshoot complex telephony issues and provide timely resolutions to maintain system uptime and user satisfaction.
- Collaborate with support teams to address escalated telephony-related incidents.
Qualifications
* Proven experience (typically 8+ years) as a Solutions Architect or similar role, with a focus on implementing (Day 1 delivery) and supporting (Day 2 Managed Services) Cisco on premises and Cloud-based Telephony and Contact Center systems, including implementation and support. but not limited to:
- CUCM and Unity – full Cisco UC stack (required)
- Both UCCX and UCCE/PCCE Contact Center platforms (required)
- Webex Calling and Webex Contact Center (preferred)
- Work experience with Cisco direct or a certified Business Partner or VAR vs working in a single customer environment
- In-depth knowledge of telephony technologies, protocols, and standards, including VoIP, SIP, PBX, and Unified Communications.
- Strong understanding of network architecture, security, and performance optimization as they relate to telephony systems.
- Experience with cloud-based telephony solutions is highly desirable.
- Proficiency in designing and implementing telephony systems within complex, enterprise-level environments.
- Excellent leadership, communication, and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
- Problem-solving mindset with the ability to analyze complex issues and provide innovative solutions.
- Industry certifications such as CCNP Voice, CCIE Collaboration, or equivalent are a plus.
- Familiarity with Agile methodologies and project management concepts.
- Strong documentation skills to create detailed technical documentation and architecture diagrams.
- Proven ability to stay up-to-date with technological advancements and industry trends.
- Physical Requirements
- Sitting: Ability to be able to sit for long periods of time.
- Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.
- Hearing: Normal or corrected hearing to communicate with colleagues or customers.
- Waterfield Tech is proud to be an equal opportunity employer.
Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.