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Sr Principal Voice Architect (4155) in Dallas, TX at Mr. Cooper

Date Posted: 11/24/2018

Job Snapshot

  • Employee Type:
  • Location:
    Dallas, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ready to be a Cooper too? This might just be right up your alley!


The Senior Principal Voice Architect is among the most important roles available within the IT Infrastructure's Voice Services Team. This individual not only possesses architecture skills at a senior level, but also has leadership qualities that strengthen the entire infrastructure team. A Senior Principal Voice Architect, not only is a key driver of strategic adjustments to the direction of the Voice, Contact Center, and Collaboration landscape, but effectively communicates their thoughts and ideas to both technical and business leaders. It is the Senior Principal Voice Architect’s role to help with the transition from traditional and legacy designs as well as keep up with the new concepts to ensure Mr. Cooper is utilizing the most appropriate technologies available.

Roles and Responsibilities

  • Maintain voice and contact center platform and infrastructure road maps and decision matrices that outline when and where to use various technology solutions and/or components
  • Forecast innovative technology adoption capabilities and understand financial or time-to-market benefits for the various lines of business
  • Participate in and help drive governance conversations that will lead to consistent omni-channel / contact center solutions
  • Lead infrastructure initiatives related to various areas for voice and call center technologies including but not limited to omni-channel communications, data integration, analytics, call recording, self-service, chat engines, cloud adoption, performance management, etc.
  • Interface with key application stakeholders to collaborate on strategic delivery of IT voice solutions to meet business needs
  • Build new infrastructure patterns for emerging technology once they are understood enough to warrant pattern creation
  • Actively governs the IT elements of the project through its life cycle, ensuring the delivered solution is aligned with architecture and standards
  • Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor for internal and external customers
  • Develop internal documentation, as needed, for Voice and Contact Center solutions such as:
    • Technical white papers
    • Position papers as they relate to technology solutions
    • Technical proposals
    • Cost proposals and budgetary estimates
    • Develop internal documentation for strategic solutions

Required Skills / Knowledge

  • Education: Bachelor’s degree from an accredited institution with a concentration in Computer Science, Management Information Systems, or other Information Technology degree. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job
  • 15 years of relevant industry experience and a successful track record of delivering complex, high visibility projects and initiatives.
  • Minimum of 7 years of experience in an Information Technology leadership position
  • Minimum of 5 years architecting and designing contact center solutions at scale
  • Advanced written and oral communication capabilities with the ability to influence and successfully interface with executive leadership
  • Must be a change agent, striving for continuous improvement in process and technology as our ecosystem evolves
  • Call center technology infrastructure building experiences related to server technologies, web solutions, omni-channel communication, call recording, VoIP, data integration and analytics, self-service, chat engines, operational metrics and KPIs, etc.
  • Experience in capacity planning, systems performance analysis and optimization
  • Infrastructure architecture to engineering experience, including functional and technical requirements gathering, and solution development
  • Broad knowledge of multiple distributed operating system and hardware platforms; deep understanding of supporting technologies in storage, backup, web, Middleware, database, and surrounding infrastructure support technologies.
  • Broad knowledge of advanced environment monitoring & management tools, performance modelling tools, capacity analysis tools, and other advanced modelling and trending tools

Travel Requirements

This position is based in Dallas, TX. The need to travel is minimal if at all (< 5% requirement outside of the DFW metroplex). It is however recommended that the candidate have a valid passport, and is willing to travel to offices within the continental US or our off-shore offices in India.

Job Requisition ID:


Job Category:

Information Technology

Primary Location City:


Primary Location Region:


Primary Location Postal Code:


Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:


Additional Posting Location(s):

Lake Vista 3 - Lewisville TX, Lake Vista 4 - Lewisville TX

Alternate Requisition: