Senior CCaaS Voice & Telephony Architect

Capgemini; Atlanta (GA); Ibrido; USD 82.000 - 193.000; Tempo pieno

Vantaggi offerti da questo lavoro

Paid time off

Medical, dental, vision

401(k) plan

Life and disability insurance

Employee assistance program

Descrizione del lavoro

Capgemini is seeking a voice and telephony specialist to design and troubleshoot the voice layer of CCaaS programs across leading platforms. You will architect SIP trunking, BYOC, and PSTN connectivity, and ensure secure, scalable voice paths to AI agents and CTI integrations.

You will migrate from legacy systems to Genesys Cloud CX, NICE CXone, or Amazon Connect, and you will diagnose complex issues using packet traces and SIP analysis. This role is hybrid, with location in the US.

Competenze

• 8+ years in enterprise voice or contact center telephony.
• Deep SIP expertise: call flows, codecs, SDP negotiation.
• Hands-on SBC design and configuration in production.
• Experience with Genesys Cloud CX, NICE CXone, or Amazon Connect.
• Knowledge of Microsoft Teams Direct Routing and UC integration.
• Proficiency with Wireshark, sngrep, and HOMER for troubleshooting.
• Ability to explain complex telephony to clients and teammates.
• Nice to have CCNP/CCIE Collaboration or cloud contact center certifications.

Mansioni

• Design voice architecture for CCaaS migrations (SIP trunking, BYOC, PSTN).
• Architect and configure session border controllers and SIP paths.
• Plan migrations from on-prem to Genesys Cloud CX/NICE/Amazon Connect.
• Design call flows, routing, and CTI integration with CRM.
• Engineer media path for voice AI, latency budgets, and DTMF handling.
• Address E911, STIR/SHAKEN, and call recording compliance.

Conoscenze

Enterprise voice

Unified communications

SIP trunking

SBC design

CTI integration

Wireshark

Teams Direct Routing

Communication to clients

Strumenti

Genesys Cloud CX

NICE CXone

Amazon Connect

Oracle SBC

AudioCodes

Ribbon

Cisco CUBE

Descrizione del lavoro

Capgemini is seeking a voice and telephony specialist to design and troubleshoot the voice layer of CCaaS programs across leading platforms. You will architect SIP trunking, BYOC, and PSTN connectivity, and ensure secure, scalable voice paths to AI agents and CTI integrations.

You will migrate from legacy systems to Genesys Cloud CX, NICE CXone, or Amazon Connect, and you will diagnose complex issues using packet traces and SIP analysis. This role is hybrid, with location in the US.