cyberThink
Voice Phone Cloud Contact Center Architect - Hybrid
cyberThink, Middletown, Pennsylvania, United States, 17057
Job Description:
As a Voice Phone Cloud Contact Center Architect, you will lead the design, implementation, and migration of enterprise-class contact center solutions from on-premises to cloud-hosted platforms. This role involves architecting PCI-compliant environments, integrating advanced technologies such as Natural Language IVR, ChatBOTs, and CRM systems, and ensuring seamless functionality across virtual desktop infrastructures and cloud networks. You will collaborate with cross-functional teams to deliver scalable, secure, and efficient communication systems.
Key Responsibilities:
Design and implement voice and contact center solutions including Natural Language IVR and agent assist voice calls Migrate on-prem contact center systems to cloud-hosted CCaaS platforms in PCI-compliant environments Plan, document, and support configuration of contact center supporting solutions Create detailed solution designs and documentation for SaaS/CCaaS integrations with IVR, ChatBOT, and CRM applications Centralize scripting, routing, recording, and CRM integration across contact center platforms Lead unified communications architecture sessions and develop modern contact center solutions Design and maintain cloud network and agent architectures Develop architecture roadmaps and high-level designs for cloud network environments Fully document technical and functional designs, test plans, impact analyses, and best practices Build productive relationships with technology staff, business owners, vendors, and stakeholders Lead and participate in enterprise system project activities Adhere to organizational standards, policies, and procedures Utilize software tools to perform job duties and support assigned tasks
Required Skills, Experiences, Education, and Competencies:
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 with AI engines such as Copilot Studio for voice and chatbot solutions Experience with at least 2 CTI integrations with Microsoft Dynamics CE or equivalent CRM platforms Proven ability to design omnichannel contact center platforms with context passing from IVR to agents Strong understanding of PCI delegation to cloud-hosted providers Proficiency in Microsoft Office 365 suite including Teams, Word, Excel, PowerPoint, and ADO Testing Module Equivalent combination of education and/or experience may be accepted
Preferred Skills:
4 years of hands-on experience with Cisco WebEx Contact Center or on-prem Cisco Contact Center and Natural Language IVR 2+ years of experience with Nuance IVR build and maintenance Experience transitioning from on-prem to cloud-based contact centers Strong understanding of networking principles including DNS, QoS, DHCP, and UDP Familiarity with enterprise business solutions such as SAP Knowledge of ITIL/ITSM practices and methodologies Bachelor's degree in Business Management or Information Systems Equivalent combination of education and/or experience may be accepted
The hourly range for roles of this nature are $70.00 to $90.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
Key Responsibilities:
Design and implement voice and contact center solutions including Natural Language IVR and agent assist voice calls Migrate on-prem contact center systems to cloud-hosted CCaaS platforms in PCI-compliant environments Plan, document, and support configuration of contact center supporting solutions Create detailed solution designs and documentation for SaaS/CCaaS integrations with IVR, ChatBOT, and CRM applications Centralize scripting, routing, recording, and CRM integration across contact center platforms Lead unified communications architecture sessions and develop modern contact center solutions Design and maintain cloud network and agent architectures Develop architecture roadmaps and high-level designs for cloud network environments Fully document technical and functional designs, test plans, impact analyses, and best practices Build productive relationships with technology staff, business owners, vendors, and stakeholders Lead and participate in enterprise system project activities Adhere to organizational standards, policies, and procedures Utilize software tools to perform job duties and support assigned tasks
Required Skills, Experiences, Education, and Competencies:
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 with AI engines such as Copilot Studio for voice and chatbot solutions Experience with at least 2 CTI integrations with Microsoft Dynamics CE or equivalent CRM platforms Proven ability to design omnichannel contact center platforms with context passing from IVR to agents Strong understanding of PCI delegation to cloud-hosted providers Proficiency in Microsoft Office 365 suite including Teams, Word, Excel, PowerPoint, and ADO Testing Module Equivalent combination of education and/or experience may be accepted
Preferred Skills:
4 years of hands-on experience with Cisco WebEx Contact Center or on-prem Cisco Contact Center and Natural Language IVR 2+ years of experience with Nuance IVR build and maintenance Experience transitioning from on-prem to cloud-based contact centers Strong understanding of networking principles including DNS, QoS, DHCP, and UDP Familiarity with enterprise business solutions such as SAP Knowledge of ITIL/ITSM practices and methodologies Bachelor's degree in Business Management or Information Systems Equivalent combination of education and/or experience may be accepted
The hourly range for roles of this nature are $70.00 to $90.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.