Principal Voice & Collaboration Architect

Location: Remote
Level: Senior
Function: Infrastructure & Collaboration Engineering

About the Job

As a Principal Voice & Collaboration Engineer, you’ll lead the strategy, design, and evolution of our global Unified Communications (UC) and Contact Center environments. This is a highly visible role where deep technical expertise, architectural vision, and operational excellence come together to modernize how we connect people worldwide.

You’ll operate at both the strategic and hands-on level—setting long-term direction while solving the most complex real-world voice and contact center challenges at scale.

What You’ll Do

Strategy & Architecture

• Define and lead the long-term architectural roadmap for global Unified Communications platforms.
• Design and implement Cisco SME (Session Management Edition) to centralize global dial plans and enable multi‑cluster routing.
• Drive large-scale migrations from on‑prem Cisco Voice infrastructure to Webex Calling and Webex Contact Center.
• Produce and maintain high-quality architectural artifacts including HLDs, LLDs, network topology diagrams, and capacity planning models.

Core Infrastructure Engineering

• Own and optimize the full Cisco Collaboration stack, including CUCM, Unity Connection, and IM & Presence.
• Design, configure, and operate Cisco Voice Gateways (ISR/ASR), VG‑series analog gateways, and Oracle ACME Packet SBCs for secure and resilient PSTN connectivity.
• Architect, troubleshoot, and optimize complex SIP and PRI trunking environments, including advanced digit manipulation and SIP header normalization.

Advanced Operations & Contact Center

• Provide senior‑level engineering support for Packaged Contact Center Enterprise (PCCE) environments, including CVP, Finesse, and reporting platforms.
• Manage UC security posture through certificate lifecycle management, vulnerability remediation, and platform patching.
• Perform deep, packet‑level troubleshooting using tools like RTMT and Wireshark to resolve elusive issues related to jitter, latency, and signaling anomalies.

Who You Are

Minimum Qualifications

• 10+ years of experience in Voice and Collaboration Engineering, including 3+ years operating at a Principal or Lead Architect level.
• CCIE Collaboration (strongly preferred) or CCNP Collaboration with equivalent real-world expertise.
• Proven, hands-on experience with Oracle ACME Packet SBCs, Cisco SME, and CUCM in large enterprise environments.
• Direct experience supporting PCCE or UCCE contact center platforms.

Preferred Qualifications

• Experience designing global, multi-region UC architectures at enterprise scale.
• Strong documentation skills with the ability to clearly communicate complex designs to technical and non-technical stakeholders.
• Demonstrated ability to mentor senior engineers and influence technical direction across teams.
• Passion for reliability, automation, and continuous improvement.

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