Contact Center Solution Architect

We are seeking an experienced Unified Communications (UC) and Contact Center Solution Architect to lead the design, migration, and implementation of enterprise-grade cloud-based contact center solutions. The ideal candidate will possess deep expertise in Natural Language IVR, AI-based agent assist, Microsoft Dynamics Contact Center, and Azure Communication Services, with a proven ability to deliver PCI-compliant, scalable, and integrated contact center architectures.

Key Responsibilities

• Architect and implement advanced contact center and voice solutions, including Natural Language IVR, voice bots, and agent assist capabilities.
• Migrate legacy on-prem contact center systems to cloud-based CCaaS platforms within PCI-compliant environments.
• Develop and document detailed solution designs, architecture diagrams, test plans, and operational guides following enterprise standards.
• Integrate contact center platforms with CRM systems (Microsoft Dynamics CE or equivalent) and AI chatbot solutions.
• Centralize and optimize contact center scripting, routing, recording, and analytics.
• Lead UC discovery sessions to capture requirements and translate them into low-level designs and technical solutions.
• Design and maintain architectures supporting VDI agent environments and secure telephony systems.
• Collaborate with internal teams, business sponsors, and vendors to ensure seamless project delivery and ongoing operational support.
• Document and maintain technical artifacts, lessons learned, best practices, and configuration baselines.
• Contribute to enterprise roadmap development and continuous improvement initiatives related to UC and CCaaS environments.

Minimum Qualifications

• 10+ years of experience designing, building, and managing large-scale, high-volume contact center environments.
• 1+ years of hands-on experience with Microsoft Dynamics Contact Center and Azure Communication Services.
• 1+ years of experience with AI-driven conversational platforms (e.g., Copilot Studio, voice bots, chatbots).
• Experience with at least two CTI integrations involving Microsoft Dynamics CE or similar CRM platforms.
• Strong understanding of omnichannel architectures and context passing from IVR to live agents.
• Expertise in PCI compliance delegation strategies for cloud environments.
• Proficiency with Microsoft 365 suite (Teams, Excel, Word, PowerPoint) and Azure DevOps Testing Module.
• Bachelor s degree in Business Management, Information Systems, or equivalent combination of education and experience.

Preferred Skills

• 4+ years of hands-on experience with Cisco Contact Center solutions (WebEx Cloud Contact Center or on-prem) including Natural Language IVR builds.
• 2+ years of Nuance IVR development and maintenance experience.
• Prior experience transitioning from on-prem to cloud-based CCaaS platforms.
• Working knowledge of network fundamentals (DNS, QoS, DHCP, UDP).
• Familiarity with Enterprise Business Solutions (e.g., SAP).
• Understanding of ITIL / ITSM best practices.

Engagement Requirements

• Remote work with quarterly onsite meetings in Middletown, PA.
• Must attend an onsite orientation at the start of the engagement to collect issued equipment.
• Quarterly onsite sessions and occasional post go-live support visits (1 2 weeks as required).
• Travel costs not reimbursed for candidates within a 3-hour commute radius of Middletown, PA.