Cisco Contact Center Senior Architect | Cisco UCCE Platform Expert

Company Description

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

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)

Qualifications

Required Experience

• 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

Required Technical Skills

• 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

Required Bu