Overview
On Site
Compensation information provided in the description
Contract - Independent
Skills
PTC
Natural Language
Migration
SaaS
Scripting
Routing
Unified Communications
VDI
Network
Roadmaps
Documentation
Test Plans
Collaboration
Microsoft Azure
Communication
Artificial Intelligence
Microsoft Dynamics
Customer Engagement
Customer Relationship Management (CRM)
Payment Card Industry
Delegation
Microsoft Office
ADO
Testing
WebEx
Cisco
Interactive Voice Response
Cloud Computing
Computer Networking
DNS
Dragon NaturallySpeaking
QoS
DHCP
UDP
SAP
ITIL
IT Service Management
Business Management
Information Systems
Privacy
Marketing
Job Details
Location: Harrisburg, PA
Salary: $100.00 USD Hourly - $120.00 USD Hourly
Description:
Job Title: Voice Phone Cloud Contact Center Architect
Location: Hybrid onsite Middletown, PA
Duration: 6+ Months
Position Summary:
Client is seeking a highly experienced Voice Phone Cloud Contact Center Architect to lead the design, implementation, and migration of its contact center infrastructure from on-premise to a cloud-hosted, PCI-compliant environment. This role requires deep expertise in unified communications, cloud contact center platforms, and AI-driven voice technologies.
Key Responsibilities:
Minimum Qualifications:
Preferred Skills:
Education & Certifications:
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Salary: $100.00 USD Hourly - $120.00 USD Hourly
Description:
Job Title: Voice Phone Cloud Contact Center Architect
Location: Hybrid onsite Middletown, PA
Duration: 6+ Months
Position Summary:
Client is seeking a highly experienced Voice Phone Cloud Contact Center Architect to lead the design, implementation, and migration of its contact center infrastructure from on-premise to a cloud-hosted, PCI-compliant environment. This role requires deep expertise in unified communications, cloud contact center platforms, and AI-driven voice technologies.
Key Responsibilities:
- Architect and implement cloud-based contact center solutions including Natural Language IVR and agent assist voice calls
- Lead migration from on-prem contact center to cloud-hosted CCaaS in a PCI-compliant setup
- Design and document enterprise-class SaaS/CCaaS solutions integrated with IVR, ChatBOT, and CRM systems
- Centralize scripting, routing, recording, and CRM integration
- Act as Lead UC Solution Architect, conducting discovery sessions and creating low-level designs
- Design VDI agent architecture and cloud network environments
- Develop architecture roadmaps and support post-go-live activities
- Maintain comprehensive documentation including technical designs, test plans, and best practices
- Collaborate with internal teams, vendors, and stakeholders to ensure successful implementation
- Attend quarterly onsite meetings and orientation in Middletown, PA
Minimum Qualifications:
- 10+ years in high-volume contact center architecture
- 1+ years with Microsoft Dynamics Contact Center and Azure Communication Services
- Experience with AI engines like Copilot Studio for voice/chatbot integration
- Proven CTI integration experience with Microsoft Dynamics CE or similar CRM platforms
- Strong understanding of PCI delegation strategies in cloud environments
- Proficiency in Microsoft Office 365 and ADO Testing Module
Preferred Skills:
- 4+ years with Cisco WebEx Contact Center or on-prem Cisco Contact Center
- 2+ years with Nuance IVR systems
- Experience transitioning from on-prem to cloud contact centers
- Networking knowledge (DNS, QOS, DHCP, UDP)
- Familiarity with SAP, ITIL/ITSM methodologies
Education & Certifications:
- Bachelor's degree in Business Management or Information Systems (or equivalent experience)
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
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.