Job Summary This position is in Adaptive Network – Architecture team that focuses on consulting Lumen clients, developing architecture, implementing first time builds and training support teams to be successful for the entire client lifecycle. The Architect will be responsible for providing consultative technical expertise which includes the preparation and presentation of detailed designs and configuration blueprints for complex solutions in the areas of routing, switching, wireless and security. The architect would be expected to be hands-on and would be eventual escalation point in case of complex issues/outages. Job Description Responsible for network and security architecture focused on NAC Ensures architecture compatibility across multiple areas. Leads and provides technical direction as well as hand-on required to resolve complex issues to ensure on-time delivery of solutions that meets project expectations. Be on-call for after-hour escalations and incidents Qualifications 8+ years of technical hands-on experience 6+ years of experience with master’s degree. 2+ years as an architect focused on design and engineering of large-scale solutions Service provider experience is a plus Education MS / M Tech / BS / B Tech degree in Computer Science, related technical field preferred, or equivalent work experience. Skills Must have: Network Admission Control (NAC) Forescout – Expert level knowledge – FSCE certification required Scripting/Automation Ansible, Python or similar scripting language to enable automated execution of manual tasks Good understanding of REST API with use of tools like postman Plus: Security: Palo Alto Prisma Access Nice to have: Routing: Cisco ISR/ASR routers Juniper MX routers In-depth understanding of BGP, OSPF protocols. In-depth understanding of MPLS Architect level expertise on Viptela SD-WAN platform Switching Cisco Catalyst Cisco NXOS Cisco Meraki Switches Juniper QFX In-depth understand of all flavors of spanning tree Security Fortigate Firewalls Cisco ASA Cisco Firepower Palo Alto Firewalls In-depth understanding of firewall ACLs, groups, NATs Good understanding of next-generation firewall features like IDS/IPS, URL filtering, SSL decryption, etc. Wireless Cisco Wireless LAN controller and related Access Points Meraki Wireless Aerohive Wireless Cradlepoint LTE for OOB Management Load Balancers F5 Local Traffic Manager In-depth understanding of load-balancers like SSL offload, different type of load-balancing techniques Tools Wireshark InfoBlox Remedy for ticketing

About the Role As a Manager of International Voice and Chat Process at Lumen Technologies, you will be responsible for overseeing a team of Associate Managers and Associates in our global customer support operations. You will play a critical role in leading and motivating your team to deliver exceptional customer experiences. This position requires a strategic thinker with strong leadership and operational skills to drive performance, optimize processes, and ensure customer satisfaction. Key Responsibilities Strategic Leadership: Develop and implement strategic plans to improve customer satisfaction, operational efficiency, and team performance. Collaborate with cross-functional teams to align on business objectives and customer experience initiatives. Analyze key performance indicators (KPIs) and identify opportunities for improvement. Team Management: Provide ongoing coaching, mentoring, and performance management to develop and motivate your team. Foster a positive and inclusive work environment that empowers employees to succeed. Operational Excellence: Oversee day-to-day operations, including staffing, scheduling, and quality assurance. Optimize processes and workflows to improve efficiency and customer experience. Implement innovative solutions to enhance customer interactions and support. Financial Management: Manage budgets and resources effectively to achieve cost-saving goals. Monitor key financial metrics and identify opportunities for cost reduction and revenue growth. Customer Experience: Set and maintain high standards for customer service excellence. Resolve complex customer issues and escalate as needed. Monitor customer satisfaction metrics and take corrective action to address any concerns. Required Skills and Experience 12+ years of overall experience in the international voice and chat process 3+ years of experience in a managerial role within a contact center environment, managing a team of Associate Managers/Team Leads and Agents. Proven track record of leading and developing high-performing teams Strong understanding of customer service principles and best practices Excellent communication and interpersonal skills Strong analytical and problem-solving skills Proficiency in relevant customer service tools and software Strong comprehension skills and ability to convey complex concepts in English. Experience in managing budgets and financial performance Ability to work effectively in a fast-paced, dynamic environment Willingness to work in US shift "We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately."