Telecommunications Architect

The Telecommunications Architect designs, engineers and supports Great Health Works' voice and contact center technology end to end. The role carries two equally weighted areas of ownership: the Company's self-hosted open-source voice platform built on Kazoo, Free SWITCH and Kamailio across a Linux server estate; and the NICE InContact (CXone) cloud contact center, including script design and tier-3 support. A third core responsibility bridges the two: managing and maintaining the API integrations that connect the voice platform, the contact center, the Omilia speech IVR and the in-house GHW-Pay SMS application into a single customer experience.

This is an architect-level position as much as an engineering one. Given the age of the current voice platform, the incumbent is expected to assess it, define a modern target state, and lead its redesign or rebuild. The Architect sets technical standards across the communications estate and provides technical direction to the telecom administrator and the contact center managed services partner, without direct reports.

Clear, current technical documentation is a required deliverable of the role, not an afterthought.

• Own the architecture of the Company's voice platform. Assess the current Kazoo (2600
  
  Hz), Free SWITCH, Kamailio, RabbitMQ, Big Couch/CouchDB and HAProxy environment, define a modern target state, and design the rebuild where platform age, supportability or business need requires it
• Lead the technical design, build, migration and cutover of voice platform modernization projects, including proof of concept, capacity and resiliency planning, testing strategy and rollback planning
• Administer, patch and upgrade the voice platform and its supporting application components, partnering with the Network Operations team, who own server operating system lifecycle, patching and hardening
• Author, test and troubleshoot Free SWITCH XML dialplans, Sofia SIP profiles and gateways, and Kamailio routing configuration
• Operate the Erlang/OTP services underpinning the platform (Kazoo, RabbitMQ, Big Couch), including node and cluster health, distribution and service recovery
• Maintain IP phone provisioning infrastructure, device configuration templates and firmware distribution
• Create IVR and auto-attendant call routes and perform IVR development on the open-source voice platform

• Design, configure and implement contact center solutions and scripts in NICE InContact (CXone) Studio, including routing logic, queues, skills, prompts, data dips, agent states and disposition handling
• Build and maintain callback, overflow, after-hours and holiday routing, points of contact, and business hours profiles
• Provide tier-3 support, root-cause analysis and resolution for contact center issues escalated by the telecom administrator or managed services partner
• Build and maintain contact center reporting, historical data extracts and dashboards for business stakeholders
• Manage contact center release, feature and configuration changes, including regression testing prior to production release
• Support the Omilia speech IVR (sIVR) fronting NICE InContact, including call and data hand‑off and fault isolation across the Omilia-to-NICE boundary

• Manage and maintain the REST API integrations between the contact center, the voice platform, the Omilia speech IVR and the in-house GHW-Pay SMS application
• Maintain automation and integration scripts in Python and Bash, version controlled in Git with Git Lab CI pipelines
• Manage and support authentication, webhooks, callbacks, retry logic and error handling across integrated platforms
• Partner with the App Dev team on interface contracts, change coordination and defect triage for the internally built GHW-Pay application
• Trace a customer interaction end to end across the speech IVR, contact center routing, agent desktop, call detail records and SMS confirmation, and identify and resolve the point of failure

• Produce and maintain current architecture documentation, call flow and network diagrams, configuration standards and operational runbooks for every supported platform; documentation is a required deliverable of each change and project
• Maintain and update voice portals for carriers including call routes for DIDs and 8XX, number porting and SIP trunk turn‑up
• Configure alerts and monitoring for telephony…