At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

The Solution Architect role will provide strategic technical direction and guidance for contact center technology. This role requires strong knowledge across network, IP Telephony, and contact center platforms.  The candidate will be expected to act as a key contributor to the contact center enterprise technology roadmap and must have a broad awareness and command of the contact center technology industry.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:  

Define, plan, and execute 18 month roadmap for evolution of the existing contact center platform across multiple technology domains including Avaya Aura, Oracle Acme, Swampfox ICX/FIL, WFM, Call Quality Performance platforms.

Define high level costs, benefits and schedule estimates associated with the roadmap

Analyze, design, and provide technology alternatives with respect to business benefits

Consult on highly complex contact center projects requiring in-depth knowledge across multiple technical and business areas to ensure technical alignment, architectural health and vision

Demonstrate a strong ability to collaborate with others; resolve design pattern conflicts between teams when necessary to ensure architectural alignment

Demonstrate critical and practical thinking – ability to balance financial, architectural, business and operational objectives.

Consult with cross functional teams on long range plans and technology direction.

Participate in creating strategic long-term roadmaps for evolution of Cox’s contact center technology platform

Identify and create success measures for proof-of-concept/proof-of-value activities

Create operational playbooks for product handoffs from engineering to operations team.

Engage in troubleshooting efforts as a L3 SME.

Constantly updates technical knowledge and skills by attending in-house and/or external courses, reading manuals and accessing new applications

Enhances existing systems by analyzing and identifying areas for improvement/modification

Qualifications:

Minimum

7+ years of experience required in related field (Contact Center Support & Technology Platform Operations) or BS/BA in related discipline (i.e. Computer Science, Engineering, IT Technology, etc.) or advanced industry certifications.

Subject matter expert regarding Avaya contact center platform and 3rd party outsource integrations for telephony, applications, data control and reporting, and back-end integration with enterprise systems.

Ability to troubleshoot by using Wireshark/TCPdump or collecting/decoding traces/logs from applications

Deep understanding of TCP/IP network related technologies including routing/switching, DNS, DHCP, Firewall/ACL, X.509 Certificate, QoS (Quality of Service) etc.

Preferred

10+ years of experience required in related field (Contact Center Support & Technology Platform Operations) or MS/MA in related discipline (i.e. Computer Science, Engineering, IT Technology, etc.) or advanced industry certifications.

Experience in designing and deploying a multi-data center contact center infrastructure supporting Disaster Recovery & BCP focus

Industry recognized expert in the disciplines of Contact Center Operations & Support, Contact Center Technology, IP Telephony, and associated Solutions Architecture

Experience in driving product selection and evaluations based on a strong knowledge and understanding of contact center technology industry trends and business drivers.

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com. 

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).  For more details on what benefits you may be offered, visit our benefits page.  

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.