Senior Voice and Telephony Architect (CCaaS)

Location This is a hybrid role in Orlando , Atlanta. About the job you9re considering Our 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 role We are looking for a voice and telephony specialist who can go deep on the hardest technical problems in contact center. Your skills and experience You 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. ullet Design voice architecture for CCaaS migrations, including SIP trunking, BYOC, carrier and PSTN connectivity, number porting, and toll-free strategy. ullet Architect and configure session border controllers (Oracle/Acme Packet, AudioCodes, Ribbon, or Cisco CUBE), including SIP normalization, header manipulation, and security. ullet Plan and execute migrations from Avaya, Cisco UCCE/UCCX, and other on-premise platforms to Genesys Cloud CX, NICE CXone, Amazon Connect, and similar. ullet Design call flows, transfers, and routing across systems, including SIP REFER, re-INVITE, UUI and header passing, and CTI integration with CRM. ullet Engineer the media path for voice AI: audio streaming and media forking to virtual agents, latency budgets, barge-in, and DTMF handling. ullet Diagnose complex voice issues using SIP ladder analysis, packet captures, and carrier traces. ullet Address voice compliance and trust: E911, Kari9s Law and RAY BAUM9S Act, STIR/SHAKEN, call recording (SIPREC), and PCI handling for payments. ullet Support pursuits with voice architecture, migration approach, and effort estimates. What you bring 3+ years in enterprise voice, unified communications, or contact center telephony. ullet Deep SIP expertise: call flows, SDP negotiation, codecs ullet Hands-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: ullet 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 Leave ullet Medical, dental, and vision coverage (or provincial healthcare coordination in Canada) ullet Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada) ullet Life and disability insurance ullet Employee assistance programs ullet Other benefits as provided by local policy and eligibility Important 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 Capgemini9s 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.