We are seeking a Senior Voice Architect with deep expertise in contact center voice infrastructure to lead the migration of voice systems from on-premises to the cloud. You will be responsible for designing and implementing BYOC (Bring Your Own Carrier) architecture, ensuring seamless interoperability between SIP trunking, SBCs, and cloud platforms (such as Genesys Cloud, Amazon Connect, or NICE CXone).
Key Responsibilities
Voice Architecture Design: Design end-to-end voice architectures for contact center migrations, including SIP trunking, BYOC, carrier connectivity, and PSTN number porting strategies .
SBC Configuration & Management: Deeply configure and manage Session Border Controllers (SBC), such as Oracle/Acme Packet, AudioCodes, or Cisco CUBE; be responsible for SIP normalization, header manipulation, and security policies .
Migration & Cutover: Lead the migration of voice systems from legacy on-premises platforms (e.g., Avaya, Cisco UCCE) to cloud contact centers, ensuring call flows, IVR, and routing work correctly during cutover .
BYOC Implementation: Implement BYOC architecture to connect the enterprise's existing carrier networks to cloud contact center platforms, optimizing call quality and cost .
Troubleshooting: Use tools such as Wireshark and packet captures to resolve complex voice issues (one-way audio, dropped calls, codec mismatch, etc.) .
Requirements
Experience: 8+ years of experience in enterprise voice, unified communications, or contact center telephony.
Core Skills: Expert-level SIP protocol knowledge (call flows, SDP negotiation, codecs), and hands-on SBC design and production environment configuration experience.
BYOC/Cloud: Hands-on experience with BYOC or SIP trunking connecting to cloud platforms (Genesys Cloud CX, Amazon Connect, or NICE CXone) .
Tool Proficiency: Proficient in using Wireshark, sngrep, HOMER, and other voice troubleshooting tools.
Preferred Qualifications: Relevant certifications (e.g., CCNP/CCIE Collaboration, Genesys Cloud, Oracle SBC); experience with WebRTC and voice AI pipelines
