Remote, Voice Phone Cloud Contact Center Architect (Candidates must be 2 hours or less from Middletown, PA)

Required Skills:

Required 10 Years Experience in designing, building, and managing high volume contact center

Required At least 1 year Experience in Microsoft s Dynamics Contact Center solution and Azure Communication Services

Required At least 1 year Experience in Leveraging copilot studio or other AI engine for natural language voice Bot and chatbot

Required Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems

Experience Required in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform

Required Strong understanding in ways to delegate PCI to other cloud hosted providers

Required Proficient in the Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module

Required Bachelor s degree in business management or information systems; equivalent combination of education and/or experience may be accepted

Desired Skillset

4 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 preferred.

2+ years hands on experience in Nuance IVR build and maintenance is preferred.

Experience in transitioning from an on-prem contact center to a 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.

Description of Duties

Design and implement voice and contact center solutions including Natural Language IVR, and agent assist voice call.

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.

Taras Technology, LLC is an EEO/AA Employer: women, minorities, the disabled and veterans are encouraged to apply