Basic Information

Ref number

Req_00067891

Primary Location

Merliot

Additional Locations

AFI Building 3, AFI Building 4-5, Capital Trade Center, Cascadas, Cork - City Gate, Cork-Campus One, Infinity Tower, McKinley, McKinley West, Torre Pradera, Xela

Description and Requirements

The Voice Architect is the expert resource that will have a holistic view of the IT environment and apply it to create efficient, secure, adaptable, scalable, and cost-efficient voice networks architectures to support our customers, cloud, and internal voice services that will be consuming our voice network. Voice Architect will assess the existing voice network technologies to increase the performance, security & efficiency. A Voice Architect will also need to understand not only technical aspects of the business but needs to have understanding of financial aspects of the operation like budgets, forecasting, and an excellent customer service attitude.

 

Main Responsibilities:  

 

  • Voice network architecture: Architect should be able to understand all the flows that are traversing our voice network in order to be able to architect voice services by taking into consideration various factors like, bandwidth requirements, infrastructure requirements, security and international voice regulations. Voice architects will also prime our new technology road maps focused on the voice network. 

  • Voice network planning: Architects must work in advance to identify future architectural and capacity needs of the voice network to assure our services remain available.

  • Voice network security: Security is one of the main pillars to architect, design and build our voice network, so our voice network architect needs to create solutions using security protocols / technologies that will ensure our data privacy / integrity.

  • Voice network documentation: Voice architect must comply with strict documentation standards in order to provide clear vision of the voice network road map to executives and to provide a clear implementation path for engineers that will be implementing. 

  • Liaise with Industry Standard bodies CCO companies to participate in standards creation and/or change. Working with stakeholders to develop a migration path to the target architecture, communicate and obtain stakeholder buy-in to application architecture.

  • Sets strategic direction for the evolution of TELUS International’s services, infrastructure & applications. 

  • Automation: Voice architect needs to be able to recommend and develop software that will help automate daily tasks of operational engineering using Python, Ansible and Netconf.

  • Cloud Voice: Architects must be able to create cloud network topologies, these topologies need to be scalable and flexible to be implemented with various cloud providers. Architects must also be familiar with working with cloud voice ISPs (SIP peerings over Internet, Genesys, Ring Central, CC360, ETC).

  • Presales support: Provide guidance, assistance to presales when receiving new customer engagements. Create a technology roadmap to develop new products that will fit our customer needs.  

  • Tier IV support: Needs to be technically capable of providing the last level of technical escalation for global voice network teams. 

  • Adhere to established methodologies including: SIPOC, ITILv3 and PMI. 

  • Provide training on new toolsets. 

  • Perform other duties as assigned by management.

 

 

Skills and Requirements:

  • Schedule flexibility (adherence to different time zones) 

  • Communication skills.

  • Leadership.

  • Teamwork.

  • Technical skills (subject matter expert) in Voice, Network and Contact Center applications Industries. (Voice (Avaya), CTI, IVR, Data Network (Cisco), QM, WFM, etc.

  • Ability to develop Short, Medium, Long term technology roadmaps for technology supporting Contact Center Operations industry - Required.

  • Ability to work on company wide (Global), multi-functional complex systems. Analysis skills required at a highly perceptible level with ability to intuitively see any complex problem/solution accurately as a collection of various components - Required.

  • Understanding of TCP/IP stack - Required.

 

 

Knowledge:

  • English - B2-  Required

    • Oral and written comprehension.

    • Appropriate use of language.

  • CCIE Collaboration -  Desirable

  • CCNP Enterprise -  Desirable

  • Advance knowledge of TCP/IP IPV6 stack.- Desirable

  • Python knowledge - Required.

  • Understanding of cloud voice applications.

 

Studies & Experience:

  • 4 years of University degree in the field of computer science, Information Sciences, or related fields - Desirable

  • Certifications are appropriate from appropriate vendors such as Nortel, Avaya, Sun, HP, Cisco, Noble and Verint - Required

  • Experience designing and deploying large voice network environments - Required.

  • 8 years of experience for similar roles - Required.

  • Experience designing and deploying  BPO voice networks.

 

If you have questions or comments about this open position write to: 

tica_stepup_recruitment@telusinternational.com

 


Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.



Additional Job Description

The Voice Architect is the expert resource that will have a holistic view of the IT environment and apply it to create efficient, secure, adaptable, scalable and cost-efficient voice networks architectures to support our customers, cloud and internal voice services that will be consuming our voice network. Voice Architect will assess the existing voice network technologies to increase the performance, security & efficiency. A Voice Architect will also need to understand not only technical aspects of the business but needs to have understanding of financial aspects of the operation like budgets, forecasting and an excellent customer service attitude.

Required Language(s)
English