Pyramid Consulting, Inc · 8 hours ago
IT Architect – Telecom (CCaaS, Analytics, New Technology Focus/AI)
Atlanta, GA
Contract
Hybrid
Senior Level
$50/hr - $70/hr
7+ years expPyramid Consulting, Inc. is seeking a talented IT Architect – Telecom with a focus on CCaaS, analytics, and new technology innovations, located in Atlanta, GA. The role involves leading the design and integration of telecom solutions, developing technology roadmaps, and implementing advanced analytics for contact center operations.
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Responsibilities
Architecture & Solution Design
Lead the design and integration of CCaaS platforms (e.g., Avaya, Five9, Dynamics CCaaS, Teams Phone, Genesys, NICE CXone, Amazon Connect) into the enterprise telecom ecosystem
Architect scalable, secure, and resilient telecom solutions leveraging cloud, AI, and automation. These solutions should ensure redundant and reliable channels for customer communications
Develop and maintain backend connectivity between carriers and client’ infrastructure (e.g. Lumen, Infobip, Oracle SBC’s, Verint, CCaaS providers)
Develop and maintain technology roadmaps for telecom and contact center platforms, aligning with business goals and digital transformation initiatives
Oversee migration from legacy systems to cloud-based or hybrid architectures, ensuring minimal disruption and maximum value
Maintain short term and long term strategy roadmaps
Implement advanced analytics and reporting capabilities for contact center and field operations, including real-time unified dashboards, historical insights, and KPI tracking
Collaborate with business stakeholders to define success metrics and leverage data for continuous improvement in customer experience and operational efficiency
Integrate data sources across platforms to enable holistic analysis and actionable insights
Develop automated alerting and notification systems to proactively identify and address service disruptions or performance anomalies
Evaluate and recommend new technologies, including AI-powered agent assist, automation, omnichannel routing, and future channels
Stay current with industry trends (e.g., Agentic AI, RCS, WebRTC) and incorporate relevant advancements into the telecom strategy
Provide technical leadership and mentorship to engineering team, ensuring best practices in architecture, security, and compliance
Provide Executive Level briefings to leadership and other teams on new trends and opportunities
Lead cross-functional teams in the planning, implementation, and support of telecom and contact center projects
Collaborate with vendors, internal IT, and business units to ensure seamless integration, service delivery, and vendor management
Document architectural decisions, system configurations, and processes for compliance and future reference
Foster a culture of agile collaboration by leveraging digital tools and data-driven insights to optimize cross-functional team performance and project outcomes
Establish frameworks for ongoing evaluation and refinement of integration strategies, ensuring systems remain adaptable to evolving business needs and technological advancements
Design, install, and maintain telecom infrastructure and associated software/hardware (VOIP/SIP, Oracle SBCs, Avaya, Five9, NICE, etc.)
Troubleshoot and optimize call flows, network performance, and system integrations
Lead capacity planning, system upgrades, and proactive monitoring
Drive automation in user provisioning, reporting, and account management
Ensure compliance with security standards and regulatory requirements
Integrate emerging AI technologies to enhance contact center efficiency and customer experience
Develop scalable solutions that anticipate future growth and evolving business needs
Champion continuous improvement by researching and adopting innovative telecom and cloud strategies
Other duties as assigned
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (Master's preferred)
7+ years of experience in telecom architecture, VoIP, CCaaS, or unified communications
Proven track record designing and implementing cloud-based contact center solutions
Strong knowledge of telecom protocols (SIP, VoIP, H.323), cloud platforms (Azure, AWS), data centers, and communication security
Experience with analytics platforms, data modeling, and reporting tools (e.g., Power BI, Dynamics 365)
Expertise in AI, automation, and analytics for telecom and contact center environments
Expertise in SIP, CCaaS design, and systems integrations
Strong communication, leadership, and stakeholder management skills
Ability to translate business requirements into technical solutions and drive change across the organization
Preferred
Certifications in Teams, Azure, CCaaS, or other relevant vendor certifications are highly desirable
Benefits
Health insurance (medical, dental, vision)
Company
Pyramid Consulting, Inc
Pyramid Consulting, a global leader in workforce and technology solutions, empowers individuals and organizations to transform and thrive in the most challenging and competitive markets.
5001-10000 employees
H1B Sponsorship
Pyramid Consulting, Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (178)
2024 (112)
2023 (95)
2022 (62)
2021 (50)
2020 (117)
Funding
Current Stage
Late StageLeadership Team
Ramesh Maturu
President and Co-Founder
Manish Kaushik
Chief Financial Officer
Recent News
2025-08-18
Company data provided by crunchbase