Sutherland is searching for a Cisco Contact Center Senior Architect/Cisco UCCE Platform Expert!
This is a senior-level technical authority role — not a configuration or ticket-driven position. You will own the architecture of Cisco UCCE-based contact center platforms end-to-end: from IVR and routing design through agent desktop, recording, reporting, compliance, and digital channel integration.
You will translate complex operational requirements into resilient, scalable, and compliant designs across voice and digital channels. You will challenge flawed vendor and partner designs, produce architecture standards, and lead modernization initiatives.
Core Responsibilities
- Architect end-to-end Cisco contact center platforms: IVR, routing, agent desktop, recording, reporting, and digital integrations
- Design high-availability, multi-site, and disaster recovery architectures for enterprise and regulated environments
- Translate contact center business requirements into technical designs with no abstraction loss
- Define platform roadmaps aligned to cost optimization, CX improvement, and regulatory compliance goals
- Architect and govern digital-to-voice convergence within agent desktop and routing layers
- Design SIP and media architectures involving Cisco CUBE, third-party SBCs, and multi-provider carrier interconnects
- Evaluate, challenge, and govern vendor and partner architectural submissions
- Produce architecture standards, reference designs, and decision records
- Lead modernization initiatives including hybrid platform evolution
- Mentor engineers and junior architects; represent architecture authority in RFIs, RFPs, and vendor evaluations
Operational Scope
You will architect solutions that directly support:
- Inbound, outbound, and blended contact center operations
- Skill-based and precision routing; queue management at scale
- Agent state models, productivity metrics, and workforce constraints
- IVR containment, deflection strategies, and VXML call flows
- Digital channel workflows and asynchronous interactions via WxConnect
- Call recording, QA, and compliance requirements (PCI, PII, GDPR, recording consent laws)