Voice Phone Cloud Contact Center Architect

Job Summary :

The Voice Phone Cloud Contact Center Architect is responsible for designing, implementing, and managing voice and contact center solutions, including migrating from on-premise to cloud-hosted solutions. This role involves creating detailed solution designs, leading UC discovery sessions, and ensuring PCI compliance. The architect will work independently, adhering to standards and policies, and maintaining relationships with stakeholders.

Location : Washington, District of Columbia, United States

Responsibilities :

• 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 for enterprise-class SaaS / CCaaS solutions.
• 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 and developing modern contact center solutions.
• 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.
• Develop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment.
• Fully document all created work, including technical and functional designs, test plans, and impact analysis reports.
• 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 assigned tasks and duties.
• Adhere to and follow all 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.

Required Skills & Certifications :

Preferred Skills & Certifications :

Special Considerations :

Scheduling :