Voice & Cloud Contact Center Architect

Overview

Voice & Cloud Contact Center Architect

— Middletown, PA (Hybrid – occasional onsite presence) Looking for an experienced

Voice Phone & Cloud Contact Center Architect

to design and implement enterprise-class

cloud-based contact center solutions

(CCaaS) with advanced

IVR, AI Chatbots, and CRM integrations . The architect will lead migration from on-prem to

cloud-hosted environments , ensuring

PCI compliance , and act as the

lead UC architect

guiding design, documentation, and implementation.

Key Responsibilities

Design and deploy

Natural Language IVR

and

Agent Assist Voice

systems.

Migrate on-prem contact centers to

cloud-based CCaaS platforms .

Integrate

IVR, Chatbot, and CRM (MS Dynamics)

solutions.

Create architecture roadmaps and technical documentation.

Ensure

PCI compliance

and develop

VDI agent architecture .

Collaborate with cross-functional teams and lead discovery/design sessions.

Required Skills & Experience

10+ years in contact center architecture/design.

Hands-on with

Microsoft Dynamics Contact Center

&

Azure Communication Services .

Experience in

AI/CoPilot Studio

for voice/chat bot integration.

Strong

CTI integration

and

IVR-to-Agent context transfer

experience.

Solid understanding of

cloud networking

and

PCI compliance .

Preferred

Cisco WebEx or on-prem Cisco Contact Center experience.

Nuance IVR and Cloud migration exposure.

Knowledge of

DNS, DHCP, QOS , and

ITIL/ITSM

best practices.

Education

Bachelor’s degree in Business Management or Information Systems.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Engineering and Information Technology

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