Voice/Phone and Cloud Contact Center Technology Architect

RESPONSIBILITIES

1. Design and implement voice and contact center solutions including Natural Language IVR, and agent assist voice call.
2. Migrate from on prem contact center to cloud hosted contact center as a service provider in a PCI compliant environment
3. Plan, document, and support the configuration of contact center supporting solutions
4. 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.
5. Centralize contact center scripting, routing, recording, and integration with CRM and other systems
6. 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
7. Develop and maintain detailed designs within the Cloud Network environment
8. Design and implement PCI-compliant phone and contact center architecture
9. Design and implement VDI agent architecture enabling and supporting the capabilities above
10. Develop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment
12. Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
13. Lead and participate in project team activities for system work efforts related to enterprise systems.
14. Work independently to accomplish the tasks and duties assigned.
15. Adhere to and follow all of the client s standards, policies, and procedures.
16. Utilize various software and/or technology tools to perform job duties.
17. Perform tasks and other duties as related to this position and role and assigned by the client.

Desired Skillset

• 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 s Dynamics Contact Center solution and Azure Communication Services is preferred.
• 1+ years experience with leveraging copilot studio or other AI engine for natural language voice Bot and chatbot are required.
• 10+ years experience desired in designing, building, and managing high volume contact center 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 in ways to delegate PCI to other cloud hosted providers is required.
• Strong understanding of networking principles (DNS, QOS, DHCP, UDP) is required.