Voice Phone Cloud Contact Center Architect (Hybrid)

Job Description

Job Description

Job Title : Voice Phone Cloud Contact Center Architect (Hybrid)

Location : Middletown, PA

Duration : 12 Months

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

Desired Skillset :

Additional beneficial skills include :

Certifications / Education :

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