Cloud Architect

Overview

Hybrid
Depends on Experience
Contract - W2

Skills

ivr
Voice Phone
Cloud Contact Center
ChatBOT

Job Details

Hi,

Hope you are doing well

My name is Deepak Yadav and I'm a Recruiter at Prisa Consulting Solutions LLC. Our records show that you are an experienced IT professional with Voice Phone Cloud Contact Center Architect. This experience is relevant to one of my current openings.

Job Title: Voice Phone Cloud Contact Center Architect

Location: Hybrid Mostly Remote (Must be within 2 hours of Middletown, PA)

Position: Contract Position

VISA : and USC

  • JOB DESCRIPTION:
    • The Voice Phone Cloud Contact Center Architect will design, implement, and support enterprise-grade cloud contact center solutions in a PCI-compliant environment. This role involves migrating legacy on-prem systems to modern cloud-hosted CCaaS platforms, integrating Natural Language IVR, ChatBOT, CRM, and AI-powered solutions to enhance customer experience and operational efficiency.
      • Design and implement advanced voice and contact center solutions, including Natural Language IVR and Agent Assist Voice Call.
      • Lead migration from on-prem contact centers to cloud-based CCaaS platforms.
      • Develop and document solution architectures, technical diagrams, and configuration standards.
      • Integrate contact center solutions with CRM systems (Dynamics CE, Salesforce) and AI chatbots.
      • Ensure PCI compliance and implement secure, scalable, and efficient communication systems.
      • Collaborate with stakeholders, vendors, and business teams to align architecture with enterprise goals.
      • Lead unified communications discovery sessions and design sessions.
      • Provide technical leadership and maintain detailed system documentation and roadmaps.

      Minimum Qualifications:

      • 10+ years of experience designing and managing large-scale contact center solutions.
      • 1+ years experience with Microsoft Dynamics Contact Center and Azure Communication Services.
      • 1+ years experience leveraging Copilot Studio or AI engines for natural language bots.
      • Experience integrating CTI with CRM platforms and designing omnichannel experiences.
      • Strong understanding of PCI compliance, IVR to agent context passing, and cloud security principles.
      • Proficiency with Microsoft 365 tools (Teams, Word, Excel, PowerPoint) and Azure DevOps.

      Preferred Qualifications:

      • Hands-on experience with Cisco Cloud or On-prem WebEx Contact Center and Nuance IVR.
      • Strong networking knowledge (DNS, QoS, DHCP, UDP).
      • Background in SAP or ITIL/ITSM methodologies.
      • Bachelor s degree in Information Systems, Business Management, or related field.

      Engagement Requirements:

      • Must attend quarterly onsite meetings in Middletown, PA.
      • May require onsite support during the post go-live phase.
      • Must attend a one-day onsite orientation to collect equipment (travel non-reimbursable).
      • No additional travel compensation if located within a 3-hour commute
    • Key Responsibilities:
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.