Contact Center Solution Architect/Omnichannel Contact Center Architect - Remote

Contact Center Solution Architect/Omnichannel Contact Center Architect - Remote

Posted 1 week ago by 1760686823

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Negotiable
Outside
Remote
USA
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ActiveX Data Objects Artificial Intelligence Cloud Computing Cloud Technology Constituent Relationship Management Customer Relationship Management (CRM) Software Information Systems Interactive Voice Response Management Microsoft 365 Microsoft Azure Microsoft Dynamics Microsoft Excel Microsoft Office Microsoft Office 365 Microsoft PowerPoint Microsoft Word

Summary: The role of Contact Center Solution Architect involves designing, building, and managing high-volume contact centers, with a focus on Microsoft Dynamics and Azure Communication Services. The position requires extensive experience in integrating CTI systems and implementing omnichannel solutions. Candidates should also have proficiency in AI technologies for voice bots and chatbots, along with a strong understanding of PCI delegation to cloud providers.

Key Responsibilities:

  • Design, build, and manage high-volume contact centers.
  • Implement Microsoft Dynamics Contact Center solution and Azure Communication Services.
  • Leverage AI engines for natural language voice bots and chatbots.
  • Integrate at least 2 CTI systems with Microsoft Dynamics CE or equivalent CRM systems.
  • Design omnichannel contact center platforms, including context passing from IVR to agents.
  • Delegate PCI compliance to cloud-hosted providers.
  • Utilize Microsoft Office 365 suite and Microsoft ADO Testing Module.

Key Skills:

  • 10 years of experience in contact center design and management.
  • 1 year of experience with Microsoft Dynamics Contact Center and Azure Communication Services.
  • 1 year of experience leveraging AI for voice bots and chatbots.
  • Experience with CTI integrations with Microsoft Dynamics CE or equivalent CRM systems.
  • Strong understanding of PCI delegation.
  • Proficiency in Microsoft Office 365 suite.
  • Bachelor's degree in business management or information systems, or equivalent experience.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:
Experience in designing, building, and managing high volume contact center
Required
10
Years

Microsoft s Dynamics Contact Center solution and Azure Communication Services
Highly desired
1
Years

Leveraging copilot studio or other AI engine for natural language voice Bot and chatbot
Required
1
Years

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