Contact Center & Telecom Systems SME

Varmoda is seeking an experienced Telecommunications & Contact Center Assessment Specialist to conduct comprehensive technical assessments of enterprise contact center environments, evaluate operational performance, identify optimization opportunities, and support modernization initiatives.
The ideal candidate will possess deep expertise in Cisco Contact Center technologies, unified communications platforms, system integrations, operational workflows, and technology assessments. This role will help evaluate current-state environments and develop actionable recommendations that improve reliability, performance, user experience, and long-term scalability.

Key Responsibilities
Technical Assessment & Analysis

• Conduct comprehensive assessments of enterprise call-processing and contact center environments.
• Review and analyze:
  • Cisco Finesse configurations and usage
  • Cisco Jabber deployments
  • Cisco Unified Intelligence Center (CUIC) reporting environments
  • Supporting communication platforms and integrations
• Evaluate operational workflows, call-routing strategies, agent experiences, and supervisor functions.
• Analyze interoperability, integration dependencies, and technology constraints across the communications ecosystem.
• Assess platform performance, reliability, scalability, and operational effectiveness.

• Investigate:
  • Connection failures
  • Agent logouts
  • System stability issues
  • High-volume call handling performance
  • User experience concerns
• Identify underutilized capabilities, configuration gaps, and optimization opportunities.
• Recommend improvements in architecture, configurations, workflows, and operational processes.
• Evaluate modernization opportunities and future-state technology options.

• Develop technical findings, assessments, and risk analyses.
• Create actionable recommendations aligned with business goals and operational requirements.
• Assist with development of modernization strategies and implementation roadmaps.
• Support preparation of technical presentations, leadership briefings, and assessment reports.
• Translate technical findings into business-friendly recommendations for leadership audiences.

• Collaborate with technical teams, business stakeholders, leadership, and operational staff.
• Participate in interviews, technical review sessions, workshops, and discovery meetings.
• Gather requirements and validate assessment findings.
• Support executive discussions regarding future-state communications strategies.

• Bachelor's degree in:
  • Information Technology
  • Telecommunications
  • Computer Science
  • Related Technical Discipline
• Minimum 8 years of telecommunications, unified communications, or contact center experience.
• Experience supporting enterprise communication platforms.
• Experience conducting technical assessments, operational reviews, and system evaluations.
• Experience analyzing:
  • System Integrations
  • Operational Workflows
  • Communication Architectures
  • User Experience Challenges
• Experience developing technical findings, recommendations, and assessment reports.
• Strong troubleshooting and analytical skills.
• Strong written, verbal, and presentation communication skills.

• Cisco Contact Center experience.
• Hands-on experience with:
  • Cisco Finesse
  • Cisco Jabber
  • Cisco Unified Intelligence Center (CUIC)
• Experience supporting Unified Communications environments.
• Experience with contact center modernization initiatives.
• Experience evaluating cloud and hybrid communication platforms.
• Experience with operational optimization and customer experience improvements.
• Experience presenting recommendations to executive leadership.

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP)
• Cisco Certified Internetwork Expert (CCIE)
• Cisco Collaboration Certifications
• Contact Center or Unified Communications Certifications

• No security clearance requirement specified.
• Ability to satisfy client security and background requirements if applicable.