AI Voice Phone Cloud Contact Center Architect

Minimum Experience

• 10+ years' experience in designing, building, and managing high volume contact center is required.
• 1+ years' experience with Microsoft's Dynamics Contact Center solution and Azure Communication Services is required.
• 1+ years' experience with leveraging copilot studio or other AI engine for natural language voice Bot and chatbot are required.
• Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems is required.
• Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform is required.
• Strong understanding in 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 of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

Desired Skillset

Certifications / Education

Bachelor's degree in business management or information systems.

Equivalent combination of education and / or experience may be accepted.