HP Contact Center Architect in Austin, Texas

Contact Center Architect

Description -

HP Telecom Services is seeking a highly talented Senior Contact Center Architect that will provide technology expertise for our Telecom and Network Services organization.

The candidate will function as chief Contact Center Advocate to Business Leaders and IT Management in support of their objectives and be responsible for planning, designing and deploying new contact center infrastructure and services. They must work with both internal HP teams and external vendors to research, evaluate and implement new solutions. One of the first key challenges will be to evaluate the current environment, identify key improvement plans and execute on those plans. The candidate will have responsibility for in-direct internal and external resources to define and manage technical strategy as well as providing subject matter expertise to various projects as needed. The candidate will also be accountable for technical leadership in RFP’s as well as developing “Thought Leadership” in pursuit of new projects and technology. They should be able to integrate well within the Operations, Engineering and Architecture teams helping set direction and manage day-to-day execution.

This position will require a Specialist Leader that can span the many disciplines of contact center technology strategy, design, operations and implementation. The daily dynamics will range from high-level executive meetings to detailed project reviews. HP has a “hands on” culture where everyone participates and has an ability to get into details when appropriate. This leader will help bring excellence and consistency to our contact center technology team as the “go to” expert for Telephony, CRM, Knowledge Management, and their integration into contact center operations for the expressed purpose of making customer lives easier.

Our team is starting small and will be working closely with a highly skilled team of architects and engineers across the business. Relevant industry experience is important, but ultimately is second to the candidate’s demonstrated abilities and attitude. We sail into new waters every day, and we are always learning. This position is full-time and located at our Austin office.

What the Candidate Will Bring:

Significant background and experience in contact center technologies having architected and deployed large multi-site contact centers including direct experience with: telephony, ACD, IVR, CTI, digital recording, WFM, multi-site and omni-channel operations including web portal and mobile app development.

· Ability to manage concurrent projects delivering business outcomes on-time & within-budget

· Key skills include: planning, risk management, outcome focused execution, budget management, etc

· Results-oriented; passionate about achieving strategic goals in established timeframes

· Strong understanding of financial planning

· Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executives

· Significant custom software development acumen leveraging a variety of technologies and delivery methodologies

· Ability to participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solutions

· Ability to foster collaborative relationships in cross-functional teams

· Ability to earn the confidence of others through open communication and respectful behavior

· Leverage of data and metrics to help drive decision making

· Agile style. Ability to determine when and how to modify and re-set plans based on newly gained information; ability to iterate through options and set a revised course

· Able to leverage talent through multiple sourcing options

Ability to work independently with minimal supervision


· Define, architect, and build ground-breaking enterprise level contact center services to support our ever expanding needs in the contact center environment

· Partner alongside engineers to manage and grow contact center services; click to call, click to chat, and call back services for our contact centers

· Define future business needs to ensure we are always anticipating business needs before they become a reality

· Develop and deliver presentations to engineers and operations teams to provide internal training on contact center systems

· Lead contact center strategic planning and needs assessment exercises

· Develop comprehensive contact center designs and effectively manage the deployment / implementation process through cutover and customer acceptance

· Act as a liaison between the business and technology groups to ensure business needs are adequately met with technology solutions

· Perform assessments of existing technology infrastructure and document "as-is" environments as required

· Understands, advocates and augments the principles of IT strategies

· Analyzes technology industry and market trends and determines potential impact on the enterprise

· Leads/facilitates the creation of principles to guide technology decisions for the enterprise

· Designs and directs the governance activities associated with ensuring compliance with EA

· Oversees enterprise architecture implementation and modification activities

· Oversees the evaluation and selection of hardware and software product standards and the design of standard configurations

· Consults with infrastructure development projects to fit infrastructure to architecture and identifies when it is necessary to modify the technical architecture to accommodate infrastructure needs

· Oversees the documentation of all architecture design and analysis work

· Leads development and execution of a communication (including education) plan for EA


· BS or MS in Computer Science, Engineering, or a related technical discipline or equivalent experience

· 10-15 years contact center technology and design experience required for global-scale Contact Centers, such as VOIP/IPT/SIP, Genesys, etc

· 6-10 years in a technology leadership role

· 5-10 years’ experience in reporting, metric analytics, call routing, call recording

· Minimum 10 years of experience in technology consulting, enterprise and solutions architecture and architectural framework

· Minimum 5 years of experience with Contact center domain on Genesys platform, including Genesys framework, eservices, Genesys routing strategies and composer

· Expert-level proficiency with the Genesys Contact Centers

· Experience with delivery and integration of RT Video, CTI, Multi-Carrier SIP

· Experience with virtualization and private/public cloud-delivery models

· Experience in vendor management, software and hardware evaluation, selection, deployment and system monitoring tools

· Excellent management resolution, problem solving, and troubleshooting skills

· Highly technical but also possess exemplary communication skills and be able to work at a very detailed level while being able to articulate abstract concepts to the team and senior management.

· Knowledge of voice and data networking infrastructure elements including SIP, MPLS, Load balancers

· Austin based position with a willingness to travel up to 25% or as needed


o 5-10 years experience debugging and troubleshooting various platforms and protocols like TCP/IP and VoIP/SIP protocols around SIP, SS7, RTP, TCP/IP, NAT, scripting

o 5-10 years call flow scripting including experience optimizing call flows

Job -


Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -


Relocation -


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