Senior VoIP & Cloud Contact Center Architect

Great HealthWorks, Inc.; Fort Lauderdale (FL); Hybrid; USD 130,000 - 180,000; Full time

Job summary

Great HealthWorks, Inc. in Fort Lauderdale, FL is seeking a Telecommunications Architect to lead end-to-end voice and contact center transformation. The role combines open-source on-premise development with cloud CXone management and API integrations.

You will own Kazoo/FreeSWITCH/Kamailio and CXone platforms, set standards across the estate and coordinate with the telecom admin and MSP partners. Strong documentation and on-call readiness are essential.

Responsibilities

• Own the architecture of the Company's voice platform and define a modern target state.
• Lead design, build, migration and cutover of voice platform modernization projects.
• Administer and upgrade the voice platform components in coordination with the Network Operations team.
• Author and troubleshoot FreeSWITCH dialplans and Kamailio routing configurations.
• Operate Erlang/OTP services underpinning the platform (Kazoo, RabbitMQ, BigCouch).
• Create IVR and auto-attendant call routes and perform IVR development on the open-source voice platform.
• Design, configure and implement NICE InContact (CXone) scripts and routing.
• Build and maintain contact center reporting and dashboards for stakeholders.
• Manage REST API integrations between the contact center, voice platform and in-house apps.
• Write automation scripts in Python and Bash; version control with GitLab CI pipelines.
• Produce architecture documentation and operational runbooks for changes and projects.
• Participate in on-call rotation supporting a 24x7 environment.

Education

Bachelor’s Degree in an IT related program

Tools

Kazoo

FreeSWITCH

Kamailio

RabbitMQ

CouchDB/BigCouch

HAProxy

NICE CXone

Python

Bash

Git

SIP

Job description

Great HealthWorks, Inc. in Fort Lauderdale, FL is seeking a Telecommunications Architect to lead end-to-end voice and contact center transformation. The role combines open-source on-premise development with cloud CXone management and API integrations.

You will own Kazoo/FreeSWITCH/Kamailio and CXone platforms, set standards across the estate and coordinate with the telecom admin and MSP partners. Strong documentation and on-call readiness are essential.