Senior UC Architect

About this role

Job Description

Who We Are Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, licensing, media finance, consumer investing, fashion, trademark licensing, and philanthropy.  Distinguished by its culture of collaboration and exceptional client service, CAA’s diverse workforce identifies, innovates, and amplifies opportunities for the people and organizations that shape culture and inspire the world.  The trailblazer of the agency business, CAA was the first to build a sports business, create an investment bank, launch a venture fund, found technology start-up companies, establish a philanthropic arm, build a business in China, and form a brand marketing services division, among other innovations.

The Role The Senior Unified Communications Architect is CAA’s technical authority for enterprise communications, responsible for defining the long-term strategy, architecture, and modernization roadmap for voice, collaboration, AI-enabled communications, and workplace communication technologies. This role owns the long-term architecture, strategy, and reliability of enterprise communications across on-premises, hybrid, and cloud environments. While ensuring continuity of existing services, the Architect will lead modernization through cloud adoption, automation, AI-enabled capabilities, observability, and global standardization.

Working closely with Network, Infrastructure, Audio Visual, Security, Service Desk, business stakeholders, and managed service partners, this position will develop multi-year roadmaps, evaluate emerging technologies, and translate business requirements into secure, resilient, and scalable solutions. The ideal candidate is equally comfortable troubleshooting complex call flows, assessing cloud migration options, presenting recommendations to executive leadership, and guiding implementation teams through controlled transformation.

Responsibilities • Own and define the long-term architecture and technical strategy for CAA’s global voice and communications services across on-premises, hybrid, and cloud environments.

• Develop and maintain a multi-year modernization roadmap that balances service continuity, user experience, security, cost, operational complexity, and business value.

• Evaluate cloud communications platforms and services, including Microsoft Teams Phone, Webex Calling, Zoom Phone, contact center and AI-enabled communications capabilities, and recommend fit-for-purpose solutions without unnecessary vendor bias.

• Lead architecture and migration planning for coexistence, consolidation, or transition between legacy Cisco platforms and modern cloud-based services.

• Partner with managed service providers to support the existing Cisco UC environment while directing internal engineering focus toward modernization, innovation, and strategic improvement.

• Define an enterprise observability strategy for proactive visibility into service availability, call quality, endpoint health, capacity, adoption, and user experience.

• Identify and lead practical automation opportunities across provisioning, DID and extension deployment, lifecycle management, certificate management, reporting, monitoring, and operational workflows.

• Assess and introduce responsible AI capabilities such as intelligent call routing, virtual reception, transcription, summarization, directory assistance, agent support, self-service, and predictive service analytics.

• Serve as the senior technical escalation and architecture authority for complex issues involving SIP signaling, SBCs, call routing, media flow, quality of service, identity, security, and platform integrations.

• Partner closely with Network, Infrastructure, Audio Visual, Security, Service Desk, Real Estate, Facilities, and business stakeholders to translate communication workflows into scalable technical solutions.

• Lead UC architecture for acquisitions, new office builds, renovations, lifecycle refreshes, and global platform deployments while maintaining consistent standards and governance.

• Develop and own reference architectures, technical standards, decision records, operational runbooks, Features, and user stories within an Agile delivery model.

• Provide technical leadership and mentorship to junior engineers, service desk teams, and delivery partners, reducing tribal knowledge and strengthening operational resilience.

• Manage strategic vendor relationships, evaluate product roadmaps and licensing models, and influence technology partners to support CAA’s long-term communications strategy.

Qualifications • 12+ years of experience designing, engineering, or owning enterprise Unified Communications, voice, or collaboration services in a large or global environment.

• Demonstrated experience defining enterprise communications architecture, technical strategy, standards, and multi-year roadmaps.

• Proven experience designing or leading hybrid and cloud communications initiatives, including migration, coexistence, or platform consolidation.

• Strong experience with at least one modern enterprise communications platform such as Microsoft Teams Phone, Webex Calling, Zoom Phone, or a comparable UCaaS solution.

• Working knowledge of enterprise Cisco Unified Communications technologies sufficient to provide architectural oversight, guide service partners, and make informed modernization decisions.

• Deep understanding of SIP, SBCs, PSTN connectivity, call routing, WebRTC, identity and access management, networking, QoS, security, and real-time media flows.

• Experience developing proactive monitoring, observability, capacity, availability, and user-experience measurement strategies for mission-critical communications services.

• Experience using APIs, automation, scripting, or workflow tools to reduce manual administration and improve service consistency.

• Ability to

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