Voice Phone and Cloud Contact Center Technology Architect / Full-Time / Hybrid / Middletown, PA

Voice Phone and Cloud Contact Center Technology Architect / Full-Time / Hybrid / Middletown, PA

Become a member of a growing team of Information Technology professionals making an impact and providing solutions for Government and Commercial clients since 1996 Join the Domino Tech Team!

The Position:
Position Title: Voice Phone and Cloud Contact Center Technology Architect
Location: Hybrid; Remote Off-Site and On-Site in Middletown, PA
Duration: 12+ Month Project

Note: Hybrid work environment is expected to be primarily remote off-site with one week per month on-site in Middletown, PA. The resource may be required to provide on-site post go-live support activities; this includes one or more one-to-two-week tours of duty on-site on a rotating basis with other team members in Middletown, PA.

We are seeking a Voice Phone and Cloud Contact Center Technology Architect to add to our team assisting the Pennsylvania Turnpike Commission (PTC) Information Technology (IT) Department. The PTC is engaging in an exciting and innovative technology solution to support their customer engagements; the solution is called the Unified Back Office Solution (UBOS). UBOS is an advanced back-office system that, when developed and deployed, will allow customers to engage with the PTC to address all their business needs, via a multitude of channels (web, mobile app, chatbot, chat, IVR, phone, social media, etc.). PTC is dedicated to transforming the customer engagement businesses through innovative technology and strategic insights. Their team is composed of passionate professionals committed to excellence and continuous improvement, and the team is growing.

- 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.
- 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.

The Skills and Experience:
- 10+ Years: Experience in designing, building, and managing high volume contact center is required
- 7+ 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 required
- 2+ Years: Hands on experience in Nuance IVR build and maintenance is preferred
- 1+ Years: Experience with Microsoft Dynamics Contact Center solution and Azure Communication Services is preferred
- 1+ Years: Experience with leveraging copilot studio or other AI engine for natural language voicebot and chatbot is required
- Experience in moving from an on prem contact center to a cloud-based contact center is 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 of ways to delegate PCI to other cloud hosted providers is required
- Strong understanding of networking principles (DNS, QOS, DHCP, UDP) is required

The Company:
The mission of Domino Technologies, Inc. is to provide clients with IT solutions for their individual business processes that lead to strategic market advantages. Since its founding in 1996, the Domino Tech Team has built a solid record of performance working with clients in the Government and Commercial sectors.

The Perks:
- Excellent Market Salary
- Competitive Benefits
- Paid Holidays and Vacation
- Positive Work-Life Balance

The Location:
Domino Technologies is based in the Harrisburg area the capital city of the Commonwealth of Pennsylvania and the county seat of Dauphin County. Located on the east bank of the Susquehanna River, Harrisburg is the anchor of the Susquehanna Valley metropolitan area.

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