Lead Cloud Contact Center Architect Hybrid - Middletown, PA

  • Middletown, PA
  • Posted 8 days ago | Updated 8 days ago

Overview

Hybrid
Depends on Experience
Contract - Independent
No Travel Required

Skills

Cloud Contact Center
contact center environments
CCaaS
IVR
ChatBot
voice

Job Details

(Lead Cloud Contact Center Architect)

Job Title: Lead Cloud Contact Center Architect

Location: Hybrid - Middletown, PA ( Must be 2 hours or less from Middletown, PA)

Interview: Virtually

Description of Duties

Design and implement voice and contact center solutions, including Natural Language IVR and agent assist voice capabilities.

Lead migration from on-premises to cloud-hosted contact center environments (CCaaS) within a PCI-compliant framework.

Develop, document, and support configuration and integration of contact center solutions with CRM, IVR, ChatBot, and related enterprise systems.

Centralize scripting, routing, recording, and CRM integrations across the contact center platform.

Serve as Lead Unified Communications Solution Architect conduct discovery sessions, develop modern UC and contact center solutions, and produce low-level designs aligned with best practices.

Design and maintain detailed cloud network and VDI agent architectures that support PCI compliance and enterprise scalability.

Create and maintain architecture roadmaps and high-level designs for IVR and contact center environments.

Fully document all technical and functional designs, diagrams, test plans, and best practices in accordance with our client s standards.

Minimum Experience

10+ years experience designing, building, and managing high-volume contact centers.

1+ years experience with Microsoft Dynamics Contact Center and Azure Communication Services.

1+ years experience developing AI-driven Natural Language IVR or ChatBot solutions (e.g., Copilot Studio).

Experience with at least two CTI integrations with Microsoft Dynamics CE or comparable CRM platforms.

Proven expertise in omnichannel design, including context passing from IVR to agents.

Strong understanding of PCI compliance and delegation to cloud service providers.

Proficiency in Microsoft 365 (Teams, Word, Excel, PowerPoint) and Azure DevOps Testing Module.

Equivalent education and experience combinations will be considered.

Desired Skill Set

4+ years experience building and maintaining Cisco Cloud WebEx Contact Center or on-prem Cisco Contact Center, including natural language IVR solutions.

2+ years hands-on experience with Nuance IVR preferred.

Experience migrating from on-prem to cloud-based contact center platforms.

Strong knowledge of networking principles (DNS, QoS, DHCP, UDP).

Familiarity with Enterprise Business Solutions (e.g., SAP) and ITIL/ITSM methodologies.

Certifications / Education

Bachelor s degree in Business Management or Information Systems (or equivalent combination of education and experience).

Engagement Requirements

Sameeksha Singh | Delivery Lead

HIREX INC.

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