Senior Tech Solution Architect - Contact Center

Job description

**Job Purpose** - Design and implement scalable, cloud-native Unified Communication (UC) and VoIP architectures aligned with enterprise,requirements. - Architect SIP-based communication systems, WebRTC platforms, and real-time voice/media infrastructure. - Build and optimize contact center platforms including inbound, outbound, and omnichannel communication systems. - Develop and enhance dialer capabilities (predictive, progressive, blended, manual) for business use cases. - Ensure high availability, performance optimization, and fault tolerance across communication platforms. - Define and enforce security, compliance, and data protection frameworks for voice and digital channels. - Drive API-first and microservices-based architecture for scalable communication services. - Collaborate with cross-functional teams (Dev, Infra, Network, Product) for end-to-end delivery and operations. **Duties and Responsibilities** Key Responsibilities - Unified Communication VoIP Architecture - Design and implement SIP, RTP, and WebRTC-based communication systems. - Architect scalable VoIP platforms using tools like Kamailio, OpenSIPs, Asterisk, and FreeSWITCH. - Build high-performance media handling using RTPEngine and WebRTC gateways. Contact Center Solutions - Design and manage omnichannel contact center platforms (voice, chat, bot, IVR). - Implement inbound and outbound campaign management systems. - Enable CPaaS-based integrations for voice automation (IVR, ASR, TTS, bots). Dialer Systems - Develop and optimize predictive, progressive, blended, and manual dialer systems. - Improve call routing strategies, pacing algorithms, and agent productivity. - Ensure compliance with DNC, retry logic, and regulatory requirements. Cloud Microservices Architecture - Design microservices-based architecture using Docker and Kubernetes. - Build API-first communication platforms with scalable service orchestration. - Ensure multi-tenant architecture and horizontal scalability. Performance Reliability - Ensure high availability, fault tolerance, and disaster recovery (DR/BCP). - Optimize latency, call quality (QoS), and system throughput. - Monitor and improve system performance using real-time metrics and logs. Security Compliance - Implement secure SIP signaling, media encryption, and access controls. - Ensure compliance with telecom and data security regulations. - Define audit frameworks and secure data handling practices. Collaboration Leadership - Work with Dev, Infra, Network, and Product teams for seamless delivery. - Mentor engineering teams on best practices in VoIP and system design. - Drive architecture governance and technical decision-making. **Key Decisions / Dimensions** - Yes Responsible for key architectural decisions, technology stack selection, and system design approaches. **Major Challenges** - Designing highly scalable and low-latency real-time communication systems. - Ensuring high availability and fault tolerance in distributed VoIP environments. - Managing interoperability between multiple vendors and telecom providers. - Handling large-scale outbound campaigns with compliance constraints. - Maintaining call quality across varied network conditions. **Required Qualifications and Experience** a)Qualifications - BE / B.Tech in Computer Science, Electronics, Telecommunications or related field b) Work Experience - 5+ years of experience in telecom / contact center / unified communications domain c) Core Technical Expertise - Strong hands-on experience in SIP, RTP, VoIP, and WebRTC technologies - Experience with Kamailio, OpenSIPs, Asterisk, FreeSWITCH, RTPEngine d) Programming Scripting - Proficiency in C/C++, Go, Python, Lua, Perl, Shell scripting e) Databases Messaging - Experience with PostgreSQL, MySQL, MongoDB - Messaging systems like Kafka, RabbitMQ f) Platforms Tools - Docker, Kubernetes, Microservices architecture - FusionPBX, FreePBX, Jitsi, Dialogflow g) Domain Expertise - Contact Center Platforms (Omnichannel, Campaign Management) - CPaaS Voice Automation (IVR, Bots, ASR/TTS) - PBX Unified Communication systems - WebRTC media infrastructure h) Additional Skills - Strong understanding of real-time communication architecture - Experience in multi-tenant and enterprise-scale deployments - Exposure to Avaya or enterprise UC ecosystems is a plus - Familiarity with incident management, monitoring, and change management processes