Cloud Contact Center Architect - Voice Phone (Hybrid - Middletown, PA)

Cloud Contact Center Architect - Voice Phone (Hybrid - Middletown, PA)

We are currently recruiting a Cloud Contact Center Architect, a Commonwealth PA entity. This position is responsible for designing and implementing voice and contact center solutions, including Natural Language IVR, and agent-assist voice calls.

This contract position is long-term with funding approved until 6 / 30 / 2026 (extensions possible), a 40-hour per week role. This position is hybrid at the client's offices in Middletown, PA. The candidates must be 2 hours or less from Middletown, PA.

In-person interviews, work sessions, and a full-day orientation will be conducted at PTC's Middletown, PA, offices. The selected resource must attend the orientation onsite to receive any assigned PTC equipment, which cannot be shipped or picked up by anyone else. Travel costs for the orientation, interviews, and equipment pickup will not be reimbursed.

This is a W-2 role as a Stage 4 Solutions employee. Health benefits and 401K are offered.

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 support 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.

Requirements :

Please submit your resume to our network at http : / / www.stage4solutions.com / careers / (please apply to the Cloud Contact Center Architect - Voice Phone (Hybrid - Middletown, PA) role).

Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates' qualifications, without regard to race, color, religion / belief, national origin, gender identity, age, disability, marital status, genetic information, or other applicable legally protected characteristics.

Compensation : $120 / hr. - $124.13 / hr

#LI-SW1