Enterprise Technology Architect - Unified Communications & Contact Center

Enterprise Technology Architect

Project Role : Enterprise Technology Architect
Project Role Description : Architect complex end-to-end IT solutions across the enterprise. Apply the latest technology and industry expertise to create better products and experiences.
Must have skills : Unified Communication and Collaboration Operations
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
Results-driven Manager specializing in Unified Communications and Contact Center operations with 8+ years of experience in designing, implementing, and optimizing enterprise voice and CCaaS platforms. Expertise in AudioCodes SBC, Zoom Contact Center, and automation tools like Starfish, with a strong focus on high availability, secure SIP-based communications, and operational efficiency. Proven ability to lead global teams, align technology with business goals, and drive performance through analytics and workforce optimization.

Roles & Responsibilities:
-Architect and manage enterprise voice infrastructure using AudioCodes SBC, ensuring secure SIP routing, interoperability, and high availability across hybrid environments.
-Troubleshoot complex VoIP issues including SIP signaling, media flows, NAT traversal, and QoS optimization.
-Lead Zoom Contact Center administration, including IVR design, intelligent call routing, and omnichannel queue management.
-Drive workforce management (WFM/WFO) initiatives to optimize staffing and improve KPIs such as CSAT, FCR, NPS, and AHT.
-Implement and manage Starfish automation for user provisioning, lifecycle management, and configuration governance.
-Streamline onboarding/offboarding processes and eliminate manual errors through automation and real-time auditing.
-Collaborate with IT, Security, and business stakeholders to ensure compliance, data protection, and seamless integration with CRMs and ticketing platforms.
-Define operational playbooks, oversee change management, and lead platform upgrades and transformation initiatives.
-Manage vendor relationships (AudioCodes, Zoom, Starfish) and negotiate SLAs to ensure service reliability and performance.
-Translate business requirements into scalable technical solutions aligned with enterprise communication strategies.

Professional & Technical Skills:
-Unified Communications & Contact Center: AudioCodes SBC (Session Border Controllers), Zoom Contact Center / Zoom Phone (CCaaS), Omnichannel routing, IVR design, call flow optimization
-Protocols & Networking: SIP, VoIP, RTP, SRTP, TLS,NAT, Firewall, QoS optimization, Wireshark and SIP trace analysis
-Automation & Tools: Starfish (Provisioning, analytics, lifecycle management)
INEMsoft Endpoint Manager (device lifecycle & patch management)
-Core Competencies: Troubleshooting (SIP logs, ladder diagrams, SBC traces), Workforce Management (WFM/WFO), Vendor & Stakeholder Management
Change Management & Governance (ITIL-aligned)
-10+ years of experience in telecommunications, UCaaS, and contact center ecosystems with 4+ years in leadership roles.
-Strong expertise in enterprise SBC platforms (AudioCodes) and modern cloud-based CCaaS solutions.
-Proven experience integrating third-party automation solutions (e.g., Starfish) within UC environments.
-Bachelor s degree in Telecommunications / IT / Computer Science (or related field).
-Certifications preferred: AudioCodes Certified Professional (ACP), Zoom Contact Center / Zoom Phone certifications.
-Demonstrated leadership in global delivery, strategic planning, and stakeholder engagement across distributed teams.

Additional Information:
- The candidate should have minimum 7.5 years of experience in Unified Communication and Collaboration Operations.
- This position is based at our Pune office.
- A 15 years full time education is required.