Lead Voice Technology Architect

3 weeks ago


Los Angeles, California, United States UCLA Health Full time

**Job Description:**

We are looking for a Senior Contact Center Technology Specialist to join our team at UCLA Health. This role will involve leading the development of communications technology and architecture for our Enterprise Contact Center.

The ideal candidate will have experience with contact center backbone infrastructure design, implementation, and troubleshooting, as well as expertise in Cisco Unified Call Manager and related product lines. They will also have knowledge of specialized areas such as Cisco ICM/IPCC Enterprise, Cisco CVP, and Cisco IPIVR.

Responsibilities include:

  • Providing leadership in the development of communications technology and architecture for our Enterprise Contact Center
  • Leading the escalation support for PCCE and ensuring optimal contact center performance
  • Maintaining compatibility and functionality with Cisco and PBX mixed VoIP solutions
  • Specifying the migration path towards Cisco PCCE architecture while maintaining both Cisco and PBX telephony systems

Requirements include:

  • Bachelor's degree in computer science, information systems, electronics engineering, or a related field (preferred)
  • 8 years' experience in contact center infrastructure design, implementation, and troubleshooting
  • Experience with designing call trees and telephony scripts
  • Hands-on experience working with Cisco Unified Call Manager and related product lines

**Estimated Salary Range:** $105,200 - $175,000 annually


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