Senior Voice and Telephony Architect (CCaaS)

Capgemini; Atlanta (GA); Hybrid; USD 82,000 - 193,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision

401(k) plan

Life and disability insurance

Employee assistance program

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Enterprise voice

Unified communications

SIP trunking

SBC design

CTI integration

Wireshark

Teams Direct Routing

Communication to clients

Tools

Genesys Cloud CX

NICE CXone

Amazon Connect

Oracle SBC

AudioCodes

Ribbon

Cisco CUBE

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.LocationThis is a hybrid role in Orlando , Atlanta.About the job you're consideringOur Customer Engagement Center practice designs and delivers modern contact centers on leading CCaaS platforms, combining human and AI agents to improve experience and lower cost to serve.Your roleWe are looking for a voice and telephony specialist who can go deep on the hardest technical problems in contact center.Your skills and experienceYou will design and troubleshoot the voice layer that every CCaaS program depends on: SIP trunking, carrier connectivity, session border controllers, call flows, and the media path to AI agents.You will be the person the team calls when calls drop, audio breaks, or a migration cutover has to work the first time.Design voice architecture for CCaaS migrations, including SIP trunking, BYOC, carrier and PSTN connectivity, number porting, and toll-free strategy.Architect and configure session border controllers (Oracle/Acme Packet, AudioCodes, Ribbon, or Cisco CUBE), including SIP normalization, header manipulation, and security.Plan and execute migrations from Avaya, Cisco UCCE/UCCX, and other on-premise platforms to Genesys Cloud CX, NICE CXone, Amazon Connect, and similar.Design call flows, transfers, and routing across systems, including SIP REFER, re-INVITE, UUI and header passing, and CTI integration with CRM.Engineer the media path for voice AI: audio streaming and media forking to virtual agents, latency budgets, barge-in, and DTMF handling.Diagnose complex voice issues using SIP ladder analysis, packet captures, and carrier traces.Address voice compliance and trust: E911, Kari's Law and RAY BAUM'S Act, STIR/SHAKEN, call recording (SIPREC), and PCI handling for payments.Support pursuits with voice architecture, migration approach, and effort estimates. What you bring • 8+ years in enterprise voice, unified communications, or contact center telephony.Deep SIP expertise: call flows, SDP negotiation, codecsHands-on SBC design and configuration in production environments.Required skills:hands-on voice and telephony experience with Genesys Cloud CX, NICE CXone, or Amazon Connect, including connecting the platform to carriers and enterprise voice networks through BYOC or SIP trunking.Working knowledge of Microsoft Teams Direct Routing and enterprise UC integration.Proficiency with troubleshooting tools such as Wireshark, sngrep, and HOMER.Ability to explain complex telephony issues clearly to clients and non-specialist teammates.Nice to have -Certifications such as CCNP/CCIE Collaboration, Genesys Cloud, Amazon Connect, AudioCodes, or Oracle SBC. Experience with WebRTC and digital voice channels.Experience with voice AI platforms and real-time speech pipelines (ASR, TTS, LLM-based voice agents).Network fundamentals: QoS, SD-WAN, and capacity planning for voice.The base compensation range for this role in the posted location is: $82,082 - $193,440.Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.It is not typical for candidates to be hired at or near the top of the posted compensation range.In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick LeaveMedical, dental, and vision coverage (or provincial healthcare coordination in Canada)Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)Life and disability insuranceEmployee assistance programsOther benefits as provided by local policy and eligibilityImportant Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.DisclaimersCapgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-lawCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.