Senior Tech Solution Architect - Contact Center -

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