Senior Voice Network Architect

4 weeks ago


Cincinnati, Ohio, United States Worldpay Full time
Job Title: Senior Voice Network Architect

About the Role:
Worldpay is seeking a Senior Voice Network Architect to play a crucial role in providing reliable network routing to support our global voice and digital traffic for both contact center and back-office functions.

Key Responsibilities:
Implement Worldpay's cloud strategy from a technical perspective, including design, planning, integration, maintenance, and support of the cloud architecture. Collaborate with stakeholders to understand business requirements for both voice and digital channels supporting contact center and back-office functionalities. Work with the Architecture team to design, develop, and deploy APIs, consume APIs. Manage voice systems and provide Subject Matter Expertise (SME) input into solution design and optimization for network solutions. Build call-flow designs, chat, and integration to backend systems using application program interfaces (API). Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements. Review support tickets and oversee any support questions from other team members that might be working on one of those tickets. Document and design call flow diagrams to ensure that all call variables have been accounted within routing plans. Review functional and technical designs to identify areas of risk and/or missing requirements. Provide off-hour, on-call, and weekend coverage as required. Other related duties assigned as needed.

Requirements:
4+ years of experience supporting NICE CXone Contact Center. 4+ years of experience with NICE CXone Studio custom scripting. Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors. Experience integrating 3rd party APIs. Excellent decision-making, problem-solving, team, and time management skills. In-depth knowledge of a broad range of network design, configuration, operations, and administration. Knowledge of network technologies, i.e., routers, switches, load balancers, firewalls, network, and routing protocols, DNS. Knowledge of Session Initiation Protocol (SIP), including troubleshooting signaling message types, such as REGISTER, INVITE, ACK, or CANCEL, and various stages of communication flow. Knowledge of Session Description Protocol (SDP), including troubleshooting voice, video, and data response messages, discerning return responses and status codes to identify failures and errors. Knowledge of audio, including G.711, G.729, and video, such as H.264, H.265, VP8, or VP9 encoding standards. Added bonus if you have: Experience with AWS, Azure, or other relevant cloud providers. Lumen Routing and Call Control (RACC). Experience with network integrations to: NICE IEX Workforce Management Salesforce Nuance/Microsoft 8x8 Microsoft Teams

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