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

Summary: The role of Remote Voice Phone Cloud Contact Center Architect involves designing, building, and managing high-volume contact center solutions, with a focus on Microsoft Dynamics and Azure Communication Services. Candidates are expected to have extensive experience in implementing omnichannel platforms and integrating AI technologies for voice bots and chatbots. The position requires strong documentation skills and the ability to migrate contact center services to a cloud-based environment. This role is remote but candidates must be located within two hours of Middletown, PA.

Key Responsibilities:

• 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.

Key Skills:

• 10 years experience in designing, building, and managing high volume contact centers.
• At least 1 year experience in Microsoft Dynamics Contact Center solution and Azure Communication Services.
• At least 1 year experience leveraging copilot studio or other AI engine for natural language voice bot and chatbot.
• Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems.
• Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform.
• Strong understanding in ways to delegate PCI to other cloud hosted providers.
• Proficient in Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
• Bachelor's degree in business management or information systems; equivalent combination of education and/or experience may be accepted.
• 4 years hands-on build and maintenance experience with 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 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 and ITIL / ITSM practices and methodologies.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT