Senior Voice and Telephony Architect; CCaaS

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Location This is a hybrid role in Orlando , Atlanta.

About the job you're considering

Our Customer Engagement Center practice designs and delivers modern contact centers on leading CCaaS platforms, combining human and AI agents to improve experience and lower cost to serve.

Your role

We are looking for a voice and telephony specialist who can go deep on the hardest technical problems in contact center.

Your skills and experience

You will design and troubleshoot the voice layer that every CCaaS program depends on: SIP trunking, carrier connectivity, session border controllers, call flows, and the media path to AI agents.

You will be the person the team calls when calls drop, audio breaks, or a migration cutover has to work the first time.

Design voice architecture for CCaaS migrations, including SIP trunking, BYOC, carrier and PSTN connectivity, number porting, and toll-free strategy.

Architect and configure session border controllers (Oracle/Acme Packet, Audio Codes, Ribbon, or Cisco CUBE), including SIP normalization, header manipulation, and security.

Plan and execute migrations from Avaya, Cisco UCCE/UCCX, and other on-premise platforms to Genesys Cloud CX, NICE CXone, Amazon Connect, and similar.

Design call flows, transfers, and routing across systems, including SIP REFER, re-INVITE, UUI and header passing, and CTI integration with CRM.Engineer the media path for voice AI: audio streaming and media forking to virtual agents, latency budgets, barge-in, and DTMF handling.

Diagnose complex voice issues using SIP ladder analysis, packet captures, and carrier traces.

Address voice compliance and trust: E911, Kari's Law and RAY BAUM'S Act, STIR/SHAKEN, call recording (SIPREC), and PCI handling for payments.

Support pursuits with voice architecture, migration approach, and effort estimates. What you bring
• 8+ years in enterprise voice, unified communications, or contact center telephony.

Deep SIP expertise: call flows, SDP negotiation, codecs

Hands-on SBC design and configuration in production environments.

Required skills:

hands-on voice and telephony experience with Genesys Cloud CX, NICE CXone, or Amazon Connect, including connecting the platform to carriers and enterprise voice networks through BYOC or SIP trunking.

Working knowledge of Microsoft Teams Direct Routing and enterprise UC integration.

Proficiency with troubleshooting tools such as Wireshark, sngrep, and HOMER.Ability to explain complex telephony issues clearly to clients and non-specialist teammates.

Nice to have
-Certifications such as CCNP/CCIE Collaboration, Genesys Cloud, Amazon Connect, Audio Codes, or Oracle SBC.

Experience with WebRTC and digital voice channels.

Experience with voice AI platforms and real-time speech pipelines (ASR, TTS, LLM-based voice agents).Network fundamentals:
QoS, SD-WAN, and capacity planning for voice.

The base compensation range for this role in the posted location is: $82,082 - $193,440.Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting.

This range may be subject to change as permitted by law.

The actual compensation offered to…