Voice Phone Cloud Contact Center Architect

Duration: 8+ Months Contract
Location: Middletown, PA Hybrid (mostly remote) candidates must be 2 hours or less from Middletown, PA

Note: Hybrid (mostly remote) candidates must be 2 hours or less from Middletown, PA

Short Description:
Voice Phone Cloud Contact Center Architect

Complete Description:

Description of Duties:
Design and implement voice and contact center solutions including Natural Language IVR and agent assist voice calls.
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 as related to IVR and contact center solutions.
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 client. This documentation shall follow the format and/or templates as instructed by the client.
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 client 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 client.

Minimum Experience:

10+ years experience in designing, building, and managing high-volume contact centers is required.
1+ years experience with Microsoft Dynamics Contact Center solution and Azure Communication Services is required.
1+ years experience with leveraging Copilot Studio or other AI engines for natural language voice bot and chatbot is required.
Experience with at least two CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems is required.
Experience implementing passing context from IVR to agent as part of designing omnichannel contact center platforms is required.
Strong understanding of ways to delegate PCI to other cloud-hosted providers is required.
Equivalent combination of education and/or experience may be accepted.
Proficient in the Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint; proficiency in Microsoft ADO Testing Module.

Desired Skillset:

4 years hands-on build and maintenance experience with either Cisco Cloud-based WebEx Contact Center or on-prem Cisco Contact Center, along with natural language IVR build and maintenance, is preferred.
2+ years hands-on experience in Nuance IVR build and maintenance is preferred.
Experience transitioning from on-prem to cloud-based contact center is preferred.
Strong understanding of networking principles (DNS, QoS, DHCP, UDP) is preferred.
Additional beneficial skills include:

• Enterprise Business Solutions, specifically SAP projects.

• ITIL / ITSM practices and methodologies.

Certifications / Education:

Bachelor s degree in Business Management or Information Systems.
Equivalent combination of education and/or experience may be accepted.