Senior Telephony Solutions Architect

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive

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. Project-based System Implementations:
• 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 ensure they meet performance, security, and quality standards.
• In addition to the project-based focus of this role, our Professional Services team provides hybrid overflow and on-call support to our Managed Services organization, supporting customer Incidents, MAC and Change Requests, troubleshooting and remediation as required by staffing and technical needs.
  
• Collaborate with cross-functional teams including network engineers, software developers, security experts, and 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 telephony solutions adhere to relevant industry standards and compliance 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

• Proven experience (typically 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, including implementation and support. but not limited to:
  ○ CUCM and Unity – full Cisco UC stack (required)
  ○ Both UCCx and UCCE/PCCE Contact Center platforms (required)
  ○ Webex Calling and Webex Contact Center (preferred)
  ○ Work experience with Cisco direct or a certified Business Partner or VAR vs working in a single customer environment
• In-depth knowledge of telephony technologies, protocols, and standards, including VoIP, SIP, PBX, and Unified Communications.
• Strong understanding of network architecture, security, and performance optimization as they relate to telephony systems.
• Experience with cloud-based telephony solutions is highly desirable.
• Proficiency in designing and implementing telephony systems within complex, enterprise-level environments.
• Excellent leadership, communication, and interpersonal skills, with the 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 to create detailed technical documentation and architecture diagrams.
• Proven ability to stay up-to-date with technological advancements and industry trends.
  Physical Requirements
• Sitting: Ability to be able to sit for long periods of time.
• Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.
  ● Hearing: Normal or corrected hearing to communicate with colleagues or customers.