Job description
Job Title: Voice Phone Cloud Contact Center Architect (Hybrid)
Location: Middletown, PA
Duration: 12 Months
Description of Duties
- Design and implement voice and contact center solutions including Natural Language IVR, and agent assist voice call.
- Migrate from on prem contact center to cloud hosted contact center as a service provider in a PCI compliant environment.
- Plan, document, and support the configuration of contact center supporting solutions.
- Create detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS/CCaaS solutions with seamless integration with Natural Language IVR, ChatBot, and CRM applications.
- Centralize contact center scripting, routing, recording, and integration with CRM and other systems.
- Act as the Lead Unified Communications Solution Architect, leading UC discovery sessions, developing modern contact center solutions based on client requirements, and creating low-level designs based on best practices.
- Develop and maintain detailed designs within the Cloud Network environment.
- Design and implement PCI-compliant phone and contact center architecture.
- Design and implement VDI agent architecture enabling and supporting the capabilities above.
- Develop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment as related to IVR and contact center solutions.
- Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the PTC. This documentation shall follow the format and / or templates as instructed by the PTC.
- Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
- Lead and participate in project team activities for system work efforts related to enterprise systems.
- Work independently to accomplish the tasks and duties assigned.
- Adhere to and follow all PTC standards, policies, and procedures.
- Utilize various software and/or technology tools to perform job duties.
- Perform tasks and other duties as related to this position and role and assigned by the PTC.
Minimum Experience
- 10+ years’ experience in designing, building, and managing high volume contact center is required.
- 1+ years’ experience with Microsoft’s Dynamics Contact Center solution and Azure Communication Services is required.
- 1+ years’ experience with leveraging copilot studio or other AI engine for natural language voice Bot and chatbot are required.
- Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems is required.
- Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform is required.
- Strong understanding in ways to delegate PCI to other cloud hosted providers is required.
- Equivalent combination of education and/or experience may be accepted.
- Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
Desired Skillset:
- 4 years’ hands on build and maintenance experience as in combination of either Cisco Cloud based WebEx Contact Center, or the on prem Cisco Contact Center along with natural language IVR build and maintenance is preferred.
- 2+ years’ hands on experience in Nuance IVR build and maintenance is preferred.
- Experience in transitioning from an on-prem contact center to a cloud-based contact center is preferred.
- Strong understanding of networking principles (DNS, QOS, DHCP, UDP) is preferred.
Additional beneficial skills include:
- Enterprise Business Solutions, specifically SAP projects.
- ITIL / ITSM practices and methodologies.
Certifications / Education:
- Bachelor’s degree in business management or information systems.
- Equivalent combination of education and/or experience may be accepted.
