Lead Contact Center Solution Architect
LingaTechMiddletown, PA, US1 day ago
Job type
- Full-time
- Quick Apply
Job descriptionDesign and implement voice and contact center solutions, including Natural Language IVR , AI-driven chatbots, and agent assist features. Lead the migration from on-premises to cloud-hosted contact center environments. Create detailed solution designs , architecture roadmaps , and technical documentation supporting implementation and operations. Centralize and optimize scripting, routing, recording , and CRM integrations across channels. Serve as the Lead Unified Communications Architect , conducting discovery sessions and developing modern UC and CCaaS solutions based on client requirements. Develop and maintain PCI-compliant contact center and VDI agent architectures. Design, document, and support cloud network configurations related to IVR and contact center systems. Integrate Microsoft Dynamics 365 CE , Azure Communication Services , and AI tools such as Copilot Studio to enhance omnichannel capabilities. Support CTI integrations between IVR and CRM systems, ensuring contextual data transfer to agents. Collaborate with business owners, vendors, and technical teams to align solutions with enterprise objectives. Lead and participate in project team activities for enterprise system enhancements. Develop and maintain comprehensive technical and functional documentation , including test plans and impact analyses. Ensure all solutions adhere to ITIL / ITSM best practices , security standards, and enterprise policies. Work independently while managing multiple priorities and delivering high-quality architectural outcomes. 10+ years of experience designing, building, and managing high-volume contact centers . 1+ years of experience with Microsoft Dynamics Contact Center and Azure Communication Services . 1+ years of experience leveraging Copilot Studio or other AI engines for natural language voice bots and chatbots . Experience with at least 2 CTI integrations involving Microsoft Dynamics CE or equivalent CRM systems . Experience implementing context passing from IVR to agent within an omnichannel contact center platform . Strong understanding of PCI delegation to cloud-hosted providers. Proficiency in Microsoft Office 365 (Teams, Word, Excel, PowerPoint) and the Microsoft ADO Testing Module . Bachelor’s degree in Business Management or Information Systems , or an equivalent combination of education and experience. Powered by JazzHR
Location :
- Middletown, PA Position Type : Hybrid Hybrid Schedule : Onsite one week per calendar quarter, then as needed Contract Length : 8 months + extensions Position Overview : The Lead Contact Center Solution Architect is responsible for designing, implementing, and supporting enterprise-grade voice and contact center solutions, including cloud-based CCaaS platforms, AI-driven IVR systems, and CRM integrations.
- This role leads the modernization of contact center infrastructure, ensuring scalability, security, and seamless customer and agent experiences in a PCI-compliant environment.
Duties :
Required Skills :
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Solution Architect • Middletown, PA, US
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