Contact Center/ VoIP Architect

Title: Technology Architect VoIP Location: Middletown PA/ Remote Duration: Long term The resource shall attend onsite meetings at one of the client location Middletown PA locations for 1 week per month based on the schedule set by the client Job Description: 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 reputed company reputed company 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 reputed company and maintain detailed designs reputed company 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 reputed company, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment Fully document reputed company 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 reputed company. This documentation shall follow the format and / or templates as instructed by the reputed company. reputed company and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients. reputed company and participate in project team activities for system work efforts reputed company to enterprise systems. Work independently to accomplish the tasks and duties assigned. Adhere to and follow reputed company reputed company standards, policies, and procedures. Utilize various software and/or technology tools to reputed company job duties. reputed company tasks and other duties as reputed company to this position and role and assigned by the reputed company. Skills: 7 years' hands on build and maintenance experience as in combination of either reputed company Cloud based WebEx Contact Center, or the on prem reputed company Contact Center along with natural language IVR build and maintenance is required. 2+ years' hands on experience in Nuance IVR build and maintenance is preferred. 1+ years' experience with reputed company's Dynamics Contact Center solution and Azure Communication Services is preferred. 1+ years' experience with leveraging copilot studio or other AI reputed company for natural language voice Bot and chatbot are required. 10+ years' experience desired in designing, building, and managing high volume contact center is required. Experience in moving from an on prem contact center to a cloud-based contact center is required. Experience with at least 2 CTI integrations with reputed company 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. Strong understanding of networking principles (DNS, QOS, DHCP, UDP) is required. Knowledge of MS Copilot Studio They acknowledged that this is a new technology, and people might not be fully versed in it yet They want someone versed in AI technologies and stressed that adaptability is key Apply tot his job Apply To this Job