Solutions Architect - Telephony, Voice Contact Center
On-siteCyberjaya, Selangor, Malaysia
Job Summary
Lead global telephony and contact center target architectures, defining end-to-end designs for Teams Calling, NICE platforms, call routing, and integration patterns across regions. Drive UKI and EMEA modernization to replace legacy Avaya systems while governing advanced capabilities like Salesforce Bi-Sync, omnichannel flows, and sentiment analysis. Oversee PSTN/calling architecture, carrier/SBC design, and compliance-aligned controls for recording and data flow. Produce reference architectures, sequencing plans, and risk statements to support business cases and leadership decisions. Report to the Architecture Enterprise Senior Director. Requires 10–15+ years in enterprise telephony and contact center solutions. Hybrid work arrangement with regular in-office attendance required.
Required Qualifications
- 10–15+ years in developing enterprise telephony/voice and contact center solutions in different environments
- Experience modernizing from legacy PBX/contact center platforms to cloud SaaS models
- Knowledgeable in contact center domain depth (e.g., NICE-like platforms) including call flows, IVR/ACD, recording, QA, analytics, and CRM integration patterns
- Ability to communicate and translate architecture tradeoffs into clear decisions for different audiences
- Ability to manage operational governance and discipline
- Comfort operating in environments with active risk, compliance review cycles, and change controls
- Regular attendance required at the office
Desired Qualifications
- Experience in different environments (global/multi-region)
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