Description

*Job Summary* We are seeking a highly skilled and experienced WPT Technolog Lead to serve as the enterprise architect and platform owner for a complex, multi-cluster Cisco Unified Communications, C1CX-managed voice services, and Genesys CX Cloud ecosystem, including AI-enabled voice and customer experience capabilities, within a regulated healthcare environment. This role is accountable for end-to-end architecture, adaptive 1-3-year roadmap development, AI enablement, and operational excellence across voice and contact center platforms that support mission-critical clinical and operational workflows. The position combines deep hands-on technical expertise, strategic architectural planning, applied AI leadership, and people leadership across onshore and offshore engineering teams. *Key Responsibilities* Enterprise Architecture, Roadmap & AI Strategy * Own the end-to-end enterprise architecture for Cisco UC, C1CX voice services, and Genesys CX Cloud, including current-state, transition-state, and future-state designs. * Develop and maintain an adaptive 1-3-year ggggtechnology roadmap, explicitly incorporating: * AI-driven CX capabilities (e.g., intelligent routing, virtual agents, speech analytics) * Cloud and platform modernization * Cisco and Genesys lifecycle management * PSTN, SIP, and carrier evolution with C1CX * Technical debt reduction and resiliency improvements * Evaluate and integrate emerging AI technologies from Cisco, Genesys, and ecosystem partners, balancing innovation with healthcare compliance and operational readiness * Define reference architectures and guardrails for the safe, secure adoption of AI within voice and contact center platforms. *Unified Communications & Voice Architecture* * Serve as the principal technical authority for a multi-cluster Cisco Collaboration environment, including CUCM, Unity Connection (CUC), Emergency Responder (CER), IM & Presence (IMP), and SME, supporting thousands of endpoints. * Provide architectural oversight for C1CX-managed voice, SIP, SBC, and carrier services, including AI-assisted call routing and analytics capabilities where applicable. * Design and enforce enterprise dial plans, call routing strategies, SIP normalization, survivability models, and AI-enabled traffic optimization. * Ensure UC architectures meet clinical uptime, resiliency, and life-safety requirements. *Contact Center, CX & AI Enablement* * Act as the architectural lead for enterprise contact center platforms, including: * Cisco Unified Contact Center Enterprise (UCCE) * Genesys CX Cloud (Genesys Cloud CX) with AI-powered voice, digital, and routing services * Lead the design and implementation of AI-enabled CX capabilities, such as: * Virtual agents and conversational AI * Predictive and skills-based routing * Speech-to-text, sentiment analysis, and interaction analytics * Agent assist and real-time guidance * Define coexistence, migration, and decommissioning strategies between Cisco and Genesys platforms, leveraging AI to improve customer and clinician experiences. * Partner with CX, clinical, and business leaders to translate experience and efficiency goals into scalable, AI-enabled technical designs. *Security, Compliance & Responsible AI* * Architect solutions that meet HIPAA, PHI, and healthcare regulatory requirements, including encryption, auditability, access controls, and data protection. * Establish Responsible AI principles for voice and CX platforms, including: * Data privacy and PHI protection * Model transparency and auditability * Human-in-the-loop controls for clinical and patient interactions * Partner with security, legal, and compliance teams to ensure AI solutions meet ethical, regulatory, and organizational standards. *Operations, Automation & AI-Driven Insights* * Lead onshore and offshore engineering and operations teams, establishing clear operating models and accountability. * Leverage AI-driven analytics and automation to: * Improve incident detection and root-cause analysis * Reduce MTTR and operational noise * Enhance proactive monitoring and capacity planning * Drive continuous improvement through data-driven insights across UC and CX platforms. * Ensure AI and automation initiatives are delivered through well-governed execution plans *People Leadership & Vendor Management* * Provide technical mentorship and architectural coaching, including upskilling teams on AI-enabled platforms and tools. * Lead performance management, skills development, and succession planning across distributed teams. * Govern vendor and MSP relationships, including: * C1CX service delivery, SLAs, KPIs, and AI-enabled service improvements * Cisco, Genesys, and AI technology partners * Serve as a trusted advisor to executive leadership on AI, CX, and telecom strategy *Qualifications* Preferred Required * Bachelor's degree in Information Technology, Engineering, or related field (or equivalent experience). * 10+ years of experience in enterprise Cisco Unified Communications architecture. * 5+ years of experience designing and supporting Cisco UCCE environments. * Hands-on experience with Genesys CX Cloud, including AI-powered routing, analytics, and virtual agent capabilities. * Proven experience integrating AI into voice and contact center platforms in large, regulated environments. * Strong expertise in SIP, H.323, MGCP, dial plan and call routing architecture, SBC/PSTN integrations, and high-availability design. * Experience leading onshore/offshore engineering teams in a 24x7 operational model. * Demonstrated ability to translate business and clinical needs into adaptive, AI-enabled 1-3 year roadmaps. * Cisco Collaboration certifications (CCNP / CCIE). * Genesys Cloud CX certifications (including AI-focused credentials where available). * Experience with AI platforms and services embedded in Cisco, Genesys, or cloud ecosystems. * Experience with Webex Calling and Microsoft Teams Direct Routing. * Experience integrating workforce optimization, compliance, and analytics platforms (Calabrio, TelStrat). * Experience operating within managed services and offshore delivery models. Healthcare-Specific Skills * Experience architecting and operating UC and CX platforms in hospitals and large healthcare systems. * Understanding of life-safety communications, emergency routing, paging, and clinical workflows. * Proven ability to deliver secure, compliant, and resilient AI-enabled communication platforms that directly support patient care and operational efficiency. Required * EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification * EXPERIENCE - 10 Years of Experience