Senior Telephony Solutions Architect

Senior Telephony Solutions Architect - Cisco (Colombia 100% Remote) Location: Bogotá, Colombia – Fully Remote About FPS Innovation Labs FPS Innovation Labs (Full Potential Solutions) is a performance‑based, analytically driven omnichannel solutions organization with operations in Kansas City, MO; Chennai, India; Bogotá, Colombia; and Manila, Philippines. We prioritize culture, employee growth, and data‑driven results, offering competitive compensation, medical, dental, and vision benefits, and career advancement opportunities. Core Values Integrity – Do what’s right for everyone: clients, shareholders, partners & colleagues. Team is more important than self, and we create an atmosphere of mutual respect. Excellence – Deliver exceptional client results, reward & recognize performance, and relentlessly pursue continuous improvement. Accountability – Act like an owner, take pride in our work, measure results (your own and our clients), and be passionate. Grace – Respect & appreciate differences, care for one another, practice humility, and make work personal. Duties and Responsibilities Provide technical expertise to the Professional Services and Managed Services business units in support of the Cisco UC and CC product portfolio. Lead or participate in the implementation, upgrade, and expansion of customer Telephony and Contact Center solutions across the Cisco portfolio, working closely with engineering teams to ensure accurate execution of the architectural vision. Conduct thorough testing and validation of telephony and Contact Center systems to meet performance, security, and quality standards. Support hybrid overflow and on‑call services to the Managed Services organization, including troubleshooting, incident management, MAC and change requests. Collaborate with cross‑functional teams (network engineers, software developers, security experts, project managers) to ensure seamless integration of telephony solutions with other systems. Communicate complex technical concepts effectively to both technical and non‑technical stakeholders. Monitor and analyze telephony system performance, identifying bottlenecks and areas for improvement. Implement strategies to optimize telephony solutions for performance, reliability, and cost‑effectiveness. Create comprehensive technical documentation, including system diagrams, architecture blueprints, configuration guides, and best practice recommendations. Implement and enforce security best practices to safeguard telephony systems and communication channels. Ensure compliance with relevant industry standards and regulatory requirements. Troubleshoot complex telephony issues and provide timely resolutions to maintain system uptime and user satisfaction. Collaborate with support teams to address escalated telephony‑related incidents. Qualifications 8+ years as a Solutions Architect or similar role, with a focus on implementing (Day 1 delivery) and supporting (Day 2 Managed Services) Cisco on‑premises and cloud‑based telephony and Contact Center systems. Proficiency with CUCM and Unity – full Cisco UC stack (required). Experience with UCCx and UCCE/PCCE Contact Center platforms (required). Preferred: Webex Calling and Webex Contact Center, and background working with a certified business partner or VAR rather than a single‑customer environment. Deep knowledge of telephony technologies, protocols, and standards (VoIP, SIP, PBX, Unified Communications). Strong understanding of network architecture, security, and performance optimization for telephony systems. Experience with cloud‑based telephony solutions is highly desirable. Excellent leadership, communication, and interpersonal skills; ability to work effectively with diverse teams and stakeholders. Problem‑solving mindset with the ability to analyze complex issues and provide innovative solutions. Industry certifications such as CCNP Voice, CCIE Collaboration, or equivalent are a plus. Familiarity with Agile methodologies and project management concepts. Strong documentation skills for detailed technical documentation and architecture diagrams. Physical requirements: Sitting for long periods, normal or corrected vision and hearing. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Engineering and Information Technology Industries IT Services and IT Consulting © 2024 FPS Innovation Labs. All rights reserved. Equal Opportunity Employer. #J-18808-Ljbffr