Project Role : Enterprise Technology Architect
Project Role Description : Architect complex end-to-end IT solutions across the enterprise. Apply the latest technology and industry expertise to create better products and experiences.
Must have skills : Unified Communication and Collaboration Operations
Positive to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
Results-driven individual specializing in Unified Communications and Contact Center operations with 8+ years of experience in designing, implementing, and optimizing enterprise voice and CCaaS platforms. Expertise in AudioCodes SBC, Zoom Contact Center, and automation tools like Starfish, with a strong focus on high availability, secure SIP-based communications, and operational efficiency. Proven ability to lead global teams, align technology with business goals, and drive performance through analytics and workforce optimization.

Roles & Responsibilities:
-Architect and manage enterprise voice infrastructure using AudioCodes SBC,



ensuring secure SIP routing, interoperability, and high availability across hybrid environments.
-Troubleshoot complex VoIP issues including SIP signaling, media flows, NAT traversal, and QoS optimization.
-Lead Zoom Contact Center administration, including IVR design, intelligent call routing, and omnichannel queue management.
-Drive workforce management (WFM/WFO) initiatives to optimize staffing and improve KPIs such as CSAT, FCR, NPS, and AHT.
-Implement and manage Starfish automation for user provisioning, lifecycle management, and configuration governance.
-Streamline onboarding/offboarding processes and eliminate manual errors through automation and real-time auditing.
-Collaborate with IT, Security, and business stakeholders to ensure compliance, data protection, and seamless integration with CRMs and ticketing platforms.
-Define operational playbooks, oversee change management, and lead platform upg

📌 Enterprise Technology Architect (Pune)
🏢 Accenture
📍 Pune