Voice Phone Cloud Contact Center Architect - Middletown, Pennsylvania, United States

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 ...

Job description

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

10+ years experience in designing, building, and managing high volume contact center is required.

1+ years experience with Microsofts Dynamics Contact Center solution and Azure Communication Services is required.

1+ years experience with leveraging copilot studio or other AI engine for natural language voice Bot and chatbot are required.

Experience with at least 2 CTI integrations with Microsoft 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.

Equivalent combination of education and/or experience may be accepted.

Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

Desired Skillset

4 years hands on build and maintenance experience as in combination of either Cisco Cloud based WebEx Contact Center, or the on prem Cisco Contact Center along with natural language IVR build and maintenance is preferred.

2+ years hands on experience in Nuance IVR build and maintenance is preferred.

Experience in transitioning from an on-prem contact center to a cloud-based contact center is preferred.

Strong understanding of networking principles (DNS, QOS, DHCP, UDP) is preferred.

Additional beneficial skills include:

Enterprise Business Solutions, specifically SAP projects.

ITIL / ITSM practices and methodologies.

Certifications / Education

Bachelors degree in business management or information systems.

Equivalent combination of education and/or experience may be accepted.

Engagement Requirements

Candidates location is preferred to be within the Continental United States.

The work location will be virtual/remote until further notice. When required to be onsite, the work location will be at either PTCs Central Administration Building located at 700 South Eisenhower Boulevard in Middletown, PA, or PTCs Turnpike Industrial Park location located at 2850 Turnpike Industrial Drive, Middletown, PA.

The resource shall attend onsite meetings at one of the PTC Middletown PA locations for 1 week per calendar quarter based on the schedule set by the PTC.

In-person interviews or work sessions with stakeholders will be conducted at the PTC facilities in Middletown, PA.

The resource may be required to provide onsite post go-live support activities at one of the PTC Middletown PA locations. This includes one or more one-to-two week tours of duty onsite on a rotating basis with other team members. The post go-live support period is planned for the six months beginning immediately after the UBOS is live with active customers.

The resource shall attend an orientation session onsite at one of the PTCs Middletown, PA offices. The resource shall be onsite for the full day of this orientation where they will pick up any assigned PTC Equipment, by the resource. Equipment will not be shipped and cannot be pick up by anyone other than the selected resource. Travel costs associated with picking up this equipment plus the orientation day will not be reimbursed.

No additional compensation for any travel required, if the resource is based within a 3-hour commuting distance. The rate is inclusive of any travel costs.

Required Citizenship / Work Permit / Visa Status
US Citizen, Green Card