Technical Architect

At Toku, we create bespoke cloud communications and offer various customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation in APAC markets and enhance their CX with mission-critical cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity and global reach to serve the diverse needs of enterprises operating regionally. To augment our enterprise digital transformation offerings, we recently incorporated a new business consulting unit with a dedicated team of expert consultants into our operations.

As we continue creating momentum for our products in the APAC region and helping customers with their communications needs, we are looking for a Technical Architect.

Want to be part of our journey?

**What will you be doing?**

The Technical Architect will oversee the design, testing, and deployment of Cisco collaboration platforms, Amazon connect as well as Toku CCaaS platforms.
- Oversee the design, testing, and deployment of Contact Centre projects and solutions powered using Cisco & Amazon Connect consisting of Voice infrastructure, including IVR, VoIP phones, and infrastructure components such as SIP TRUNK/ISDN, PBXs, encryption devices, conference bridges, and call management servers.
- Gather technical requirements from customers and d low-level designs, implement solutions, and create user acceptance plans.
- Development of best practice and knowledge sharing through several methods (e.g. blogposts, whitepapers, prototypes, proof of concepts, workshops, demos, breakout sessions)
- Conduct technical briefings with internal teams and customer representatives, and develop system documentation and drawings such as specifications, logical and physical architecture, and interconnect diagrams.
- Demonstrate expertise in IVR and Contact Center technology, and build integrations across SSO/AD, CRM, case management, WFM, and other related contact centre solutions.
- Broad technical expertise with IP Telephony-related technologies, including:

- Voice Gateway
- Unified Communications Manager
- Cisco Unified Contact Center Express
- Cisco Contact Center Enterprise
- Cisco Voice Portal (VP)
- Cisco Intelligent Contact Management (ICM)
- Expressway
- Good understanding of IP Telephony protocols, including SIP, H323, MGCP, RTP, RTCP, VXML, and different codecs.
- Experience with customer collaboration or contact center technologies, including:

- Agent Desktop
- IVR Scripting
- Contact Center Reporting
- Troubleshooting
- Highly analytical, possessing significant enterprise call center/telecom implementation and operations experience.
- Working on the design of Amazon Connect contact centre, development and deployment of enterprise supporting systems at scale

**We'd love to hear from you if you have**:

- 10 years of experience in Voice engineering, preferably with a background in contact center technologies such as Cisco, Amazon connect, Genesys, or other voice systems.
- 7+ years of experience in Cisco Collaboration Technologies.
- Experience and expertise building integrations across SSO / AD, CRM, Case management, WFM and other related contact center solutions
- Experience with software development using one or more development or scripting languages (e.g., Java, Python, Golang, Node.js, PowerShell, c#)
- Expert level knowledge of VOIP protocols such as SIP, RTP/SRTP including TLS.
- Super high-level comfort and experience with Linux/Unix operating systems.
- Self-starter with deep hands-on work experience with production implementations on public cloud providers within large enterprises.
- Working knowledge and experience in solving common VoIP NAT traversal issues, SIP Call Flow, Transcoding.
- Demonstrated skills in leadership, communication, coaching, analysis, troubleshooting, and problem-solving.
- Ability to talk about collaboration architecture, design, and implementation strategies at high-level or lowlevel with customers and partners.
- Understands and can articulate the technical merits and value of Collaboration technologies.

**What would you get?**
- Training and Development
- Discretionary Yearly Bonus & Salary Review
- Healthcare Coverage based on location
- 20 days Paid Annual Leave (excluding Bank holidays)