Voice Phone Cloud Contact Center Architect

Job Description

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.
• 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 PTC.  This documentation shall follow the format and / or templates as instructed by the PTC.
• 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 PTC 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 PTC.

Minimum Experience

Desired Skillset

Certifications / Education

Engagement Requirements

Requirements

Skill

Required / Desired

Amount

of Experience

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

Years

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

Required

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

Requirements

Skill Required / Desired Amount of Experience Proven work experience with enterprise data governance Required 3 Years Proven work experience with the OneTrust platform (Data Mapping, Data Discovery, Data Catalog, Assessments) Required 2 Years Proven work experience creating documentation for internal and external audiences, technical and business audiences Required 3 Years Proven work experience supporting the creation and presentation of knowledge and training Required 3 Years