FBS Domain or Enterprise (Integration CISCO Contact Center into CLOUD)

Seeking a skilled Senior Network and Infrastructure Architect for at a Top Ten US Insurer.

Location: Colombia, México, Brazil

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

We are seeking a forward-thinking Principal Domain Architect specializing in Cloud Network and Communications to spearhead the design, strategy, and governance of our enterprise network, unified communications (UC), and contact center solutions, with a strong emphasis on cloud-native and hybrid architectures. This role is pivotal in shaping our transition to and optimization of cloud services, including Contact Center as a Service (CCaaS) platforms like Webex Contact Center Enterprise (WxCCE), advanced IVR solutions, and robust connectivity across multi-cloud environments including Google Cloud Platform (GCP), AWS, and Azure.

Requirements

Key Responsibilities:

1. Cloud & Hybrid Strategic Planning:

• Define and drive the strategic roadmap for hybrid and multi-cloud network architectures (GCP, AWS, Azure, On-Prem Data Centers).
• Develop and lead the strategy for Unified Communications (UCaaS) and Contact Center as a Service (CCaaS), including platform selection, migration planning, and integration.
• Evaluate and champion emerging cloud networking (e.g., SASE, Cloud Firewalls, Global Load Balancing) and communication technologies (e.g., AI-driven IVR, advanced CCaaS features, cross-platform UC integration).
• Collaborate with business units and IT leadership to translate requirements into scalable cloud and hybrid network/communication solutions.

• Architect secure, resilient, and performant network connectivity solutions within and between cloud environments (GCP VPCs, AWS VPCs, Azure VNets) and on-premises infrastructure (using VPN, Interconnect/Direct Connect/ExpressRoute).
• Design and document architectures for UCaaS platforms and CCaaS solutions (including specific experience or knowledge of platforms like Webex Contact Center Enterprise - WxCCE).
• Design sophisticated cloud-based and hybrid Interactive Voice Response (IVR) systems, potentially integrating AI/ML capabilities (e.g., Google Dialogflow).
• Develop reference architectures, standards, and design patterns for cloud networking constructs (e.g., transit gateways/hubs, firewall insertion, DNS strategy) and cloud communication deployments.
• Ensure security, governance, and cost-optimization principles are integral to all cloud and hybrid designs.
• Design solutions encompassing cloud routing, security groups/cloud firewalls, load balancers, DNS, SBCs (physical and cloud-based), and QoS in hybrid environments.

• Provide expert guidance on cloud networking, UCaaS, CCaaS, and hybrid integration to engineering, operations, and project teams.
• Establish and enforce architectural standards and best practices specifically for cloud and hybrid network/communication deployments.
• Review and approve detailed designs for cloud infrastructure components and communication platform configurations.
• Serve as the top-tier escalation point for complex issues spanning hybrid network and cloud communication services.
• Mentor engineers and junior architects on cloud technologies and methodologies.

• Clearly articulate complex cloud and hybrid technical designs and strategies to diverse audiences, including senior leadership.
• Work closely with Cloud Platform, Security, Application, and Data Architects to ensure cohesive end-to-end solution designs.
• Engage with vendors for cloud services, CCaaS platforms, and networking technologies, participating in evaluations and selections.

• Create and maintain thorough documentation for cloud/hybrid network topologies, communication platform architectures, standards, and configurations.

Required Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent practical experience.
• Experience:
• Minimum 8-10 years in IT infrastructure, with significant focus on network and communication systems.
• Minimum 5+ years designing and implementing complex network, UC, and/or contact center solutions.
• Proven experience architecting and deploying solutions in major cloud environments (GCP required, AWS, Azure highly desired).
• Demonstrable experience with hybrid cloud network design and connectivity patterns.
• Experience designing, migrating to, or managing UCaaS and/or CCaaS platforms.
• Technical Skills:
• Cloud Networking: Deep understanding of GCP networking (VPC, Cloud Interconnect, Cloud Router, Load Balancing, Cloud DNS, Firewall Rules) and strong familiarity with equivalent concepts in AWS (VPC, Direct Connect, Transit Gateway, Route 53, Security Groups) and Azure (VNet, ExpressRoute, Azure Firewall, Load Balancer).
• Core Networking: Strong foundation in TCP/IP, BGP, OSPF, LAN/WAN, SD-WAN, traditional firewalls, VPNs, QoS.
• Cloud Communications: Solid understanding of UCaaS principles and platforms (Teams, Zoom Phone, etc.). In-depth knowledge of CCaaS architecture and platforms (experience or deep familiarity with Webex Contact Center Enterprise - WxCCE is a strong plus). Expertise in cloud-based IVR design and integration. Understanding of VoIP protocols (SIP) and Session Border Controllers (SBCs) in cloud/hybrid contexts.
• Security: Knowledge of cloud security best practices, IAM integration, network security in the cloud (Security Groups, NSGs, Cloud Firewalls, WAF).
• Monitoring: Familiarity with cloud-native and third-party monitoring tools for network and communication performance in hybrid environments.
• Soft Skills: As listed in the previous description (Analytical, Strategic Thinking, Communication, Leadership, Collaboration).

Preferred Qualifications:

• Master’s degree in a relevant technical field.
• Relevant cloud certifications (e.g., Google Cloud Certified - Professional Cloud Network Engineer, Professional Cloud Architect, AWS Certified Advanced Networking, Azure Network Engineer Associate).
• Certifications related to specific UC/CCaaS platforms (e.g., Cisco Collaboration/Contact Center certs if WxCCE is critical).
• Experience with Infrastructure as Code (IaC) tools (Terraform, CloudFormation, ARM Templates) for network/communication deployments.
• Experience with cloud-based AI/ML for IVR/bots (e.g., Google Dialogflow, Amazon Lex).

Benefits

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.