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Voice Phone Cloud Contact Center Architect at PA

Voice Phone Cloud Contact Center Architect at PA

Elite WorkForce IncDauphin County, PA, United States
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Position : Voice Phone Cloud Contact Center Architect

Location : Dauphin County, PA (17057)

Client : State of Pennsylvania

Duration : 12+ Months

Job Description :

We are seeking a skilled Voice Phone Cloud Contact Center Architect to design and implement advanced contact center solutions. The ideal candidate will have extensive experience in migrating on-premises systems to cloud-based environments and integrating with various technologies for seamless operations. This role requires a strong understanding of PCI compliance and natural language processing.

Key Responsibilities :

  • Design and implement voice solutions, including Natural Language IVR and agent assist capabilities.
  • Migrate existing contact centers to a cloud-based contact center as a service (CCaaS) environment.
  • Develop detailed solution designs and documentation for enterprise-class SaaS / CCaaS solutions.
  • Lead Unified Communications discovery sessions and create low-level designs based on best practices.
  • Centralize contact center scripting, routing, and integration with CRM systems.

Required Skills :

  • 10+ years designing and managing high-volume contact centers.
  • Experience with Microsoft Dynamics Contact Center and Azure Communication Services.
  • Proficiency in leveraging AI engines for Natural Language voice bots and chatbots.
  • Strong understanding of PCI compliance and IVR context passing to agents.
  • Familiarity with cloud networking principles and Microsoft Office 365 applications.

    • To Apply : Please send your resume to jobs@eliteworkforceinc.com with the subject "Resume Submission."

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    Voice Architect • Dauphin County, PA, United States

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