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Telephony Architect - Buffalo NY, Buffalo, New York

Created05/04/2021
Reference12822141
CategoryOther Computer Related Services
Job typeFull Time
CountryUnited States
StateNew York
CityBuffalo
Zip14201
SalaryCompetitive
Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities
As a Cognitive Telephony Architect in IBM's Global Business Services, you'll play a critical role in helping our clients reshape voice technologies and contact center solutions via a modern cloud-based architecture, all while working in a highly collaborative agile environment. You'll be responsible for the architecture of large-scale contact center operations, voice deployments, and IVR technologies that will drive superior experiences for our clients via a robust omni-channel strategy. You will define contact center technology standards and roadmaps for our clients while still having the opportunity to get into the code via the development of modularized patterns that will be leveraged to accelerate the team's delivery. You will support and provide recommendations for building external telephony ecosystem partners that will support our clients' requirements and accelerate delivery. We are looking for a technology leader and a change agent that will play a critical role moving our cognitive contact center solutions forward, and providing leadership of cross functional teams that will unlock positive business outcomes in this space.

Top Responsibilities Are -
  • Shape the future of Contact Center/Service Center offerings in telephony and non-voice channels, such as SMS and chat, through flexible, modern cloud-based architectures
  • Provide best of breed, fit for purpose telephony technology strategy and architectural recommendations
  • Provide telephony architecture proposal support, design and delivery
  • Define, architect (design), and implement enterprise telephony solution in the cloud
  • Possess a thorough understanding of PSTN, SIP, CDRs, with the goal of covering the full telephony path from landing the call to managing it via virtual or live agents
  • Leadership in cross-functional teams
  • Assist in assuring client satisfaction and maintaining a strong client relationship through delivery excellence
  • Support pre-sales activities, assessments and delivery
  • Build, grow, and steward client and business partner relationships
  • You are passionate about mentoring other team members and look to extend learnings from engagements and R&D with the company as a whole
  • Strong soft skills that you can bring to bear to drive organizational and operational transformation
  • Demonstrated ability to engage with and present to both executives and engineering teams. You understand overarching business goals as well as technical implications and are able to speak to both
Although this position is currently remote, this is not a permanent work from home position. The IBM Client Innovation Center is an in-bound delivery model where we will support our clients from our Buffalo center. POST COVID you are expected to travel up to 75% of the time to meet our client needs across the US. Travel is typically related to knowledge transfer and training at the client site (Monday thru Friday). POST COVID you must live in, or be willing to relocate to, Buffalo, NY. This is not a work from home position. This is a traditional office position.

BENEFITS
Health Insurance. Paid time off. Corporate Holidays. Sick leave. Family planning. Financial Guidance. Competitive 401K. Training and Learning. We continue to expand our benefits and programs, offering some of the best support, guidance and coverage for a diverse employee population.

CAREER GROWTH
Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:

Skill development: helping our employees grow their foundational skills
Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employee's strengths and career aspirations

Diversity of people: Diversity of thought driving collective innovation

In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.

CORPORATE CITIZENSHIP
With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!
  • http://www.ibm.com/ibm/responsibility/initiatives.html
  • http://www.ibm.com/ibm/responsibility/corporateservicecorps


Required Technical and Professional Expertise
3+ years of experience with voice communication systems and contact center technologies
3+ years of contact center background ideally with experience in modern web technologies
3+ years in selling and negotiating consulting services
3+ years of experience in senior technical leadership roles
Knowledgeable in cloud native architecture (AWS, Azure, GCP or IBM Cloud), modern software engineering languages and tools, and proficient new and emerging technologies
Experience architecting telephony solutions in the cloud or moving solutions to cloud
Ability to drive product selection of cloud-based contact center providers such as Twilio Programmable Voice, IBM Watson, Amazon Connect, Google Contact Center, LivePerson, Genesys with familiarity of on-prem enterprise solutions such as Avaya and NICE
Experience with large scale global contact centers, voice deployments, collaboration technologies, SBCs, IVR technologies, CTI technologies, SIP, WebRTC, and SMS
Has solved operational challenges with voice and chatbot systems including telephony infrastructure, contact center design & implementation, call routing, softphone, and WFM integrations
Hands-on Architect, who can not only articulate and drive strategies, but can also drives the vision to success
A passion for state-of-the art voice and contact center engineering technical approaches in design, build, testing, and debugging problems
Experience debugging SIP network traffic

Preferred Technical and Professional Expertise
• Experience working as an architect for an IT professional services firm or similar background in an IT architecture role in a large enterprise
• Broad knowledge of major cloud technologies including virtualization, containers, networking etc. on different cloud platforms and additional knowledge or experience in the areas of IT and/or cloud technology architecture, service management and/or resiliency is a plus
• Experience with NLP or conversational AI technologies, such as Watson Assistant, Watson Knowledge Studio, Google Dialogflow, Rasa, Stanford NLP is a plus
• Experience using speech recognition and/or speech synthesis technologies (e.g. IBM Watson Speech-to-Text and Text-to-Speech) is a plus
EmployerIBM

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