Overview
On Site
Depends on Experience
Contract - Independent
Contract - W2
Contract - 6 month(s)
No Travel Required
Skills
CRM
ITIL
ITSm
VDI
networking
Unified Communications
Solution Architect
Chatbot
PCI Compliance
Natural Language IVR
Contact Center
CCaaS
Agent Assist
Microsoft Dynamics Contact Center
Azure Communication Services
Copilot Studio
AI Engine
CTI Integration
Microsoft Dynamics CE
Cisco WebEx Contact Center
Nuance IVR
Job Details
Requirements:
- 10 or more years of experience in designing and managing high-volume contact centers.
- Proficiency in Microsoft Dynamics Contact Center and Azure Communication Services.
- Experience with Copilot Studio or other AI engines for natural language voice/chat bots.
- Experience with at least two CTI integrations with Microsoft Dynamics CE or equivalent CRM.
- Experience with migrating from on-premise to cloud-hosted CCaaS solutions.
- Experience with designing PCI-compliant contact center architecture.
- Excellent verbal and written communication skills.
Responsibilities:
- Design and implement voice and contact center solutions, including Natural Language IVR.
- Migrate from on-premise contact center to a cloud-hosted CCaaS provider.
- Act as the Lead Unified Communications Solution Architect for discovery sessions.
- Create detailed solution designs and documentation for SaaS/CCaaS solutions.
- Centralize contact center scripting, routing, recording, and CRM integration.
- Design and implement VDI agent architecture to support contact center capabilities.
- Develop and implement architecture roadmaps for the Cloud Network environment.
Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.
Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
For more information about Resourcesoft and our services, please visit our website.
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