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 Business Knowledge
- Contact center KPIs: AHT, ASA, SL, FCR, occupancy, shrinkage
- Routing strategies and queue management at scale
- Workforce management and operational constraints
- Regulatory and compliance considerations: PCI, PII, GDPR, recording consent laws
- Cost drivers and total cost of ownership (TCO) modeling
Required Certifications
- Cisco Certified Design Expert (CCDE) or Cisco Certified Architect (CCAr) — required or actively in progress
- Cisco UCCE-related certification(s)
Note: Cloud, automation, or security certifications are additive — they do not substitute for the above requirements.
Additional Information:
What We're Not Looking For
To be direct about scope: this role will not be a fit if you are primarily:
- A junior or mid-level engineer
- A UCCX or PCCE specialist without UCCE depth
- A cloud-only or SaaS-only architect
- A configuration-only or ticket-driven engineer
- A vendor-dependent architect who relies on the vendor to define design
Leadership & Communication Expectations
- Communicate architectural decisions clearly to both technical and non-technical stakeholders
- Push back on flawed assumptions or vendor-driven designs with data and documented rationale
- Maintain strong documentation discipline: decision records, standards, and reference designs
- Operate as a calm, methodical problem solver in high-impact production environments
- Partner cross-functionally with Operations, Workforce Management, QA, Compliance, and Security teams
Work Environment
This is a mission-critical, 24x7 production environment. You will be expected to operate with a high degree of autonomy, ownership, and urgency when the business requires it. This role carries design authority — meaning your decisions shape the platform, not just the ticket queue.
EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.
