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Voice Phone Cloud Contact Center Architect

Voice Phone Cloud Contact Center Architect

Novalink Solutions LLCDauphin, PA, us
19 hours ago
Job type
  • Full-time
  • Quick Apply
Job description

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

  • 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

  • 4 years’ hands on build and maintenance experience as in combination of either Cisco Cloud based WebEx Contact Center, or the 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.
  • ITIL / ITSM practices and methodologies.

    • Certifications / Education

  • Bachelor’s degree in business management or information systems.
  • Equivalent combination of education and / or experience may be accepted.

    • Engagement Requirements

  • Candidate’s location is preferred to be within the Continental United States.
  • The work location will be virtual / remote until further notice.  When required to be onsite, the work location will be at either PTC’s Central Administration Building located at 700 South Eisenhower Boulevard in Middletown, PA, or PTC’s Turnpike Industrial Park location located at 2850 Turnpike Industrial Drive, Middletown, PA.
  • The resource shall attend onsite meetings at one of the PTC Middletown PA locations for 1 week per calendar quarter based on the schedule set by the PTC.
  • In-person interviews or work sessions with stakeholders will be conducted at the PTC facilities in Middletown, PA.
  • The resource may be required to provide onsite post go-live support activities at one of the PTC Middletown PA locations.  This includes one or more one-to-two week tours of duty onsite on a rotating basis with other team members.  The post go-live support period is planned for the six months beginning immediately after the UBOS is “live” with active customers.
  • The resource shall attend an orientation session onsite at one of the PTC’s Middletown, PA offices.  The resource shall be onsite for the full day of this orientation where they will pick up any assigned PTC Equipment, by the resource.  Equipment will not be shipped and cannot be pick up by anyone other than the selected resource.  Travel costs associated with picking up this equipment plus the orientation day will not be reimbursed.
  • No additional compensation for any travel required, if the resource is based within a 3-hour commuting distance.  The rate is inclusive of any travel costs.

    • 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

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