Contact Center and Telecom Architect

MiniMed • Atlanta, GA

3d

About The Position

The Contact Center and Telecom Architect is a senior individual contributor and recognized expert in telecommunications and contact center architecture, responsible for defining and documenting high-level CCaaS and UCaaS solutions, governing best practices in SIP, VoIP, and omnichannel technologies, mentoring teams, and managing the full lifecycle of enterprise communications—including cloud migrations, enhancements, and replacements. Operating with high autonomy, the role independently drives strategic goals, influences long-range plans, impacts customer experience and agent efficiency, solves complex challenges like API integrations and global latency, and engages senior stakeholders and vendors on designs, contracts, and SLAs.

Requirements

• 10+ years of experience with a bachelor’s degree or 8+ years of experience with an advanced degree or 12+ years of experience with a high school diploma or equivalent.

Nice To Haves

• Mastery level knowledge of specialty area—specifically Contact Center solutions, enterprise Telecommunication systems, and cloud-hosted architectures—and working knowledge of several other areas, typically obtained through advanced education combined with experience.
• Cloud Contact Center & UCaaS Platforms: Demonstrated expertise in the architecture, deployment, and administration of enterprise-level cloud-hosted solutions, specifically NICE CXone, Cisco (e.g., Webex Contact Center, UCM Cloud), Five9, and Microsoft Teams Phone.
• Telecommunications Infrastructure: Deep technical understanding and hands-on experience with Session Border Controllers (SBCs) (e.g., Ribbon, Oracle, AudioCodes), including configuration, security policies, high availability, and interoperability.
• Voice Routing & Protocols: Advanced proficiency in designing, implementing, and troubleshooting SIP trunking architectures, complex dial plans, SIP call flows, and associated protocols (RTP/SRTP, WebRTC).
• Systems Integration: Experience integrating cloud contact center platforms with CRM systems (e.g., Salesforce, Zendesk), WFM/WFO tools, and third-party APIs.
• Network Foundations: Strong working knowledge of foundational networking concepts as they relate to voice traffic, including QoS, SD-WAN, bandwidth provisioning, and latency optimization for cloud environments.

Responsibilities

• Defines, describes, diagrams, and documents the role and interaction of the high-level technological and human components within Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) environments that combine to provide cost-effective and innovative cloud-hosted solutions to meet evolving business needs.
• Promotes, guides, and governs good architectural practice through the application of well-defined, proven telecommunications technology (e.g., SIP, VoIP, omnichannel routing) and human interaction patterns, and through architecture mentorship.
• Supports the full lifecycle management of the entire IT communications portfolio including the selection, appropriate usage, enhancement, migration (especially from on-premise to cloud), and replacement of telecom applications, infrastructure, and contact center services.

Benefits

• MiniMed offers a competitive salary and flexible benefits package
• We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.
• This position is eligible for a short-term incentive called the Short Term Incentive (STI).
• Regular employees working 20 or more hours per week are eligible for a robust benefits package, including health, dental, and vision insurance, as well as access to a Health Savings Account, Healthcare Flexible Spending Account, life insurance, long-term disability leave, and a dependent daycare spending account.
• In addition, all regular employees enjoy incentive plans, a 401(k) plan with company match, short-term disability coverage, paid time off and holidays, participation in our Employee Stock Purchase Plan, and access to our Employee Assistance Program.
• Eligible employees may also benefit from our Non-qualified Retirement Plan Supplement and Capital Accumulation Plan, subject to IRS minimum earnings requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level