Cisco Contact Center Senior Architect | Cisco UCCE Platform Expert

Sutherland

3d•Remote

About The Position

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.

Requirements

15+ years of hands-on experience in contact center engineering and architecture
10+ years designing Cisco UCCE-based platforms at enterprise scale
Proven experience supporting 24x7, high-volume contact centers in production
Demonstrated success integrating voice and digital channels into a unified agent experience
Direct experience designing SIP architectures with third-party SBCs
Cisco UCCE — expert level; this is the core competency of the role
Must have experience architecting and designing large-scale Cisco UCCE platforms
CVP: call control, VXML, and reporting
CUCM, SIP, CUBE, and voice gateway configuration and troubleshooting
Third-party SBC integration, SIP normalization, encryption, and call admission control
WxConnect digital channel integrations (chat, messaging, asynchronous interactions)
Agent desktop architectures: Cisco Finesse and custom desktop integrations
Call recording, QA, and compliance platforms
API-based integrations and middleware
High availability design, disaster recovery planning, and capacity modeling
Working hand in hand with other internal teams for integration of internal IP
Contact center KPIs: AHT, ASA, SL, FCR, occupancy, shrinkage
Routing strategies and queue management at scale
Workforce management and operational constraints
Regulatory and compliance considerations: PCI, PII, GDPR, recording consent laws
Cost drivers and total cost of ownership (TCO) modeling
Cisco Certified Design Expert (CCDE) or Cisco Certified Architect (CCAr) — required or actively in progress
Cisco UCCE-related certification(s)

Nice To Haves

Cloud, automation, or security certifications are additive — they do not substitute for the above requirements.
Primarily a junior or mid-level engineer
A UCCX or PCCE specialist without UCCE depth
A cloud-only or SaaS-only architect
A configuration-only or ticket-driven engineer
A vendor-dependent architect who relies on the vendor to define design

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
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)
Communicate architectural decisions clearly to both technical and non-technical stakeholders
Push back on flawed assumptions or vendor-driven designs with data and documented rationale
Maintain strong documentation discipline: decision records, standards, and reference designs
Operate as a calm, methodical problem solver in high-impact production environments
Partner cross-functionally with Operations, Workforce Management, QA, Compliance, and Security teams