VoicePhoneCloud Contract Center Architect

Voice/Phone/Cloud Contract Center Architect (C)

Location: Middletown PA (Onsite)

Contract Duration: 12 Months

Job Description:

• We are looking for a Voice/Phone and Cloud Contract Center Technology Architect to design and implement voice and contact center solutions.
• This position will be fulltime and onsite.

What Youll Do:

• Design and implement voice and contact center solutions
• 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 enterpriseclass SaaS/CCaaS solutions
• Proficient in centralized contact center scripting routing recording and integration with CRM and other systems
• Understand networking principals (DNS QOS DHCP UDP)
• Act as the Lead Unified Communications Solution Architect leading UC discovery sessions developing solutions based on client requirements and creating lowlevel designs based on best practices
• Develop and maintain detailed designs within the Cloud Network environment
• Design and implement PCIcompliant phone and contact center architecture
• Design and implement VDI agent architecture enabling and supporting the capabilities above
• Develop support and implement architecture roadmaps and highlevel designs for the Cloud Network environment

What Youll Need Required:

• 5 years experience as in combination of either Cisco Cloud based Contact Center Microsofts DCCP Nice Connect or Genesys Contact Center Architect level roles required with 10 years desired in designing building and managing high volume contact center
• Experience in moving from an on prem contact center to a cloudbased contact center
• Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems
• Experience in passing context from IVR to the agent as part of designing omnichannel contact center platform
• Strong understanding in ways to delegate PCI to other cloud hosted providers

Physical Demands:

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc.
• Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor