Job Summary
We are seeking a highly skilled and experienced IS Telecom Engineering Lead serve as the enterprise architect and platform owner for a complex, multi-cluster Cisco Unified Communications, C1CX-managed voice services, and Genesys CX Cloud ecosystem within a regulated healthcare environment.
This role is accountable for end-to-end architecture, near- and mid-term roadmap development, and operational excellence across voice and contact center platforms that support mission-critical clinical and operational workflows. The position combines deep hands-on technical expertise, strategic architectural planning, and people leadership across onshore and offshore engineering teams.
Key Responsibilities
- Collaborate with stakeholders to gather business requirements and translate them into technical designs.
- Provide technical leadership and guidance throughout the project lifecycle.
- Optimize system performance and scalability to meet evolving business needs.
- Stay informed about industry trends and best practices to continually improve our contact center capabilities.
- Collaborate with cross-functional teams to ensure seamless integration and operation.
- Assist in designing and implementing new features and functionalities within the Genesys Cloud platform.
- Develop and maintain documentation for system configurations, processes, and procedures.
- Architect Quality Management (QM), Workforce Management (“WFM”) / Workforce Engagement Management (“WEM)
- Own the end-to-end enterprise architecture for Cisco UC, C1CX voice services, and Genesys CX Cloud, including current-state, transition-state, and future-state designs.
- Develop and maintain a 1–3-year technology roadmap that remains adaptive to rapid platform evolution, covering:
- Platform modernization and cloud adoption.
- Cisco and Genesys lifecycle management
- PSTN, SIP, and carrier evolution with C1CX
- Technical debt reduction and resiliency improvements
- Continuously reassess architectural direction to account for emerging technologies, vendor roadmaps, and healthcare regulatory changes.
- Define reference architectures, standards, and design patterns for:
- High availability and disaster recover
- Multi-cluster and geo-redundant deployments
- Secure SIP, SBC, and PSTN integrations
- Lead architecture reviews, design approvals, and technical governance to ensure alignment with enterprise and healthcare standards
Unified Communications & Voice Architecture
- Serve as the principal technical authority for a multi-cluster Cisco Collaboration environment, including CUCM, Unity Connection (CUC), Emergency Responder (CER), IM & Presence (IMP), and SME, supporting thousands of endpoints.
- Provide architectural oversight and integration leadership for C1CX-managed voice, SIP, SBC, and carrier services.
- Design and enforce enterprise dial plans, call routing strategies, SIP normalization, and survivability models.
- Ensure UC architectures meet clinical uptime, resiliency, and life-safety requirements.
Contact Center & CX Architecture
- Act as the architectural lead for enterprise contact center platforms, including:
- Cisco Unified Contact Center Enterprise (UCCE)
- Genesys CX Cloud (Genesys Cloud CX) voice, digital, and routing services
- Define coexistence, migration, and decommissioning strategies between Cisco and Genesys platforms.
- Lead architectural design for omnichannel CX, integrations, and reporting across cloud and on-prem environments.
- Partner with CX, clinical, and business leaders to translate experience requirements into scalable technical designs.
Security, Compliance & Resiliency
- Architect solutions that meet HIPAA, PII, and healthcare regulatory requirements, including encryption, auditability, access controls, and data protection.
- Define and validate business continuity and disaster recovery architectures, including testing and operational readiness.
- Partner with security, network, and identity teams to ensure end-to-end compliance and risk mitigation.
Operations & Engineering Leadership
- Lead onshore and offshore engineering and operations teams:
- Clear roles, responsibilities, and escalation models
- Follow-the-sun support and operational handoffs
- Consistent engineering standards and quality controls
- Manage workload distribution between internal teams, offshore resources, and managed service providers (C1CX).
- Drive operational excellence, including incident management, root-cause analysis, and continuous improvement.
- Ensure architecture and roadmap decisions are executed through well-governed delivery plans.
People Leadership & Vendor Management
- Provide technical mentorship and architectural coaching to senior and junior engineers.
- Lead performance management, skills development, and succession planning across distributed teams.
- Govern vendor and MSP relationships, including:
- C1CX service delivery, SLAs, KPIs, and continuous improvement
- Carrier and technology partner engagements
- Serve as the technical voice in executive and cross-functional forums.
Qualifications
Preferred
- Bachelor’s degree in Information Technology, Engineering, or related field (or equivalent experience).
- 10+ years of experience in enterprise Cisco Unified Communications architecture.
- 5+ years of experience designing and supporting Cisco UCCE environments.
- Hands-on experience with Genesys CX Cloud, including voice, digital channels, routing, and SIP integrations.
- Proven experience designing enterprise voice and contact center architectures in large, regulated environments.
- Strong expertise in SIP, H.323, MGCP, dial plan and call routing architecture, SBC/PSTN integrations, and high-availability design.
- Experience leading onshore/offshore engineering teams in a 24x7 operational model.
- Demonstrated ability to translate business and clinical requirements into adaptive, short- and mid-term technical roadmaps.
- Cisco Collaboration certifications (CCNP / CCIE).
- Genesys Cloud CX certifications.
- Experience with Webex Calling and Microsoft Teams Direct Routing.
- Experience integrating workforce optimization and compliance platforms (Calabrio, TelStrat).
- Experience operating within managed services and offshore delivery models.
Healthcare-Specific Skills
- Experience architecting and operating UC and CX platforms in hospitals and large healthcare systems.
- Understanding of life-safety communications, emergency routing, paging, and clinical workflows.
- Proven ability to deliver high-availability, compliant, and resilient communication platforms that directly support patient care.
Required
- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
- EXPERIENCE - 10 Years of Experience
