Jobs via Dice
Voice Phone Cloud Contact Center Architect
Jobs via Dice, Middletown, New Jersey, United States
CCS Global Tech is a rapidly growing Information Technology company with a diverse portfolio of technology products and services. With over 22 years of experience, we are a certified Microsoft Gold Partner and specialize in delivering expert Microsoft‑based solutions to technical and business needs. We are a Tier‑1 vendor for the City and County of San Francisco, providing cloud services, staffing, and training. We hold significant government accounts in the San Francisco Bay Area, including the City, County of San Francisco, San Mateo County, and Santa Clara County.
PTC – Voice Phone Cloud Contact Center Architect Hybrid (mostly remote)
– candidates must be within two hours of Middletown, PA.
Salary:
Open, minimum as agreed.
Description Of Duties
Design and implement voice and contact center solutions, including Natural Language IVR and agent‑assist voice calls.
Migrate on‑premises contact center to cloud‑hosted, PCI‑compliant contact‑center‑as‑a‑service.
Plan, document, and support configuration of contact‑center solutions.
Create detailed solution designs and documentation for enterprise‑class SaaS/CCaaS, integrating IVR, ChatBOT, and CRM applications.
Centralize contact‑center scripting, routing, recording, and integration with CRM and other systems.
Lead Unified Communications solution architecture, including UC discovery sessions and low‑level designs.
Develop and maintain designs within the cloud network environment.
Design PCI‑compliant phone and contact‑center architecture.
Design VDI agent architecture to support the above.
Implement architecture roadmaps and high‑level designs for IVR and contact‑center solutions.
Document all technical designs, test plans, impact analyses, and lessons learned per PTC standards.
Engage with technology staff, business owners, project sponsors, vendors, and clients.
Lead and participate in system work activities related to enterprise systems.
Work independently and adhere to PTC standards, policies, and procedures.
Minimum Experience
10+ years designing, building, and managing high‑volume contact centers.
1+ year experience with Microsoft Dynamics Contact Center and Azure Communication Services.
1+ year experience leveraging Copilot Studio or other AI engines for natural‑language voice bots and chatbots.
Experience with at least two CTI integrations with Microsoft Dynamics CE or equivalent CRM.
Experience Designing omnichannel contact‑center platforms with passing context from IVR to agent.
Strong understanding of PCI delegation to cloud providers.
Equivalent combination of education and experience may be accepted.
Proficiency in Microsoft Office 365 suite and Azure DevOps.
Desired Skillset
4‑year hands‑on experience building and maintaining Cisco Cloud‑based WebEx Contact Center or on‑prem Cisco Contact Center with natural‑language IVR.
2+ years experience with Nuance IVR.
Experience transitioning from on‑prem to cloud contact center.
Strong knowledge of networking principles (DNS, QoS, DHCP, UDP).
Additional beneficial skills: SAP enterprise solutions, ITIL/ITSM practices.
Certifications / Education
Bachelor’s degree in business management or information systems.
Equivalent combination of education and experience may be accepted.
Engagement Requirements
Preferred location: Continental United States.
Work location virtual/remote until further notice; onsite meetings in Middletown, PA as scheduled.
On‑site support during post‑go‑live phase for up to six months.
Attendance at orientation and periodic on‑site meetings at PTC facilities.
No additional travel compensation; travel within 3‑hour commuting distance is not reimbursed.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Engineering and Information Technology
Software Development
Referrals are encouraged but not required.
#J-18808-Ljbffr
PTC – Voice Phone Cloud Contact Center Architect Hybrid (mostly remote)
– candidates must be within two hours of Middletown, PA.
Salary:
Open, minimum as agreed.
Description Of Duties
Design and implement voice and contact center solutions, including Natural Language IVR and agent‑assist voice calls.
Migrate on‑premises contact center to cloud‑hosted, PCI‑compliant contact‑center‑as‑a‑service.
Plan, document, and support configuration of contact‑center solutions.
Create detailed solution designs and documentation for enterprise‑class SaaS/CCaaS, integrating IVR, ChatBOT, and CRM applications.
Centralize contact‑center scripting, routing, recording, and integration with CRM and other systems.
Lead Unified Communications solution architecture, including UC discovery sessions and low‑level designs.
Develop and maintain designs within the cloud network environment.
Design PCI‑compliant phone and contact‑center architecture.
Design VDI agent architecture to support the above.
Implement architecture roadmaps and high‑level designs for IVR and contact‑center solutions.
Document all technical designs, test plans, impact analyses, and lessons learned per PTC standards.
Engage with technology staff, business owners, project sponsors, vendors, and clients.
Lead and participate in system work activities related to enterprise systems.
Work independently and adhere to PTC standards, policies, and procedures.
Minimum Experience
10+ years designing, building, and managing high‑volume contact centers.
1+ year experience with Microsoft Dynamics Contact Center and Azure Communication Services.
1+ year experience leveraging Copilot Studio or other AI engines for natural‑language voice bots and chatbots.
Experience with at least two CTI integrations with Microsoft Dynamics CE or equivalent CRM.
Experience Designing omnichannel contact‑center platforms with passing context from IVR to agent.
Strong understanding of PCI delegation to cloud providers.
Equivalent combination of education and experience may be accepted.
Proficiency in Microsoft Office 365 suite and Azure DevOps.
Desired Skillset
4‑year hands‑on experience building and maintaining Cisco Cloud‑based WebEx Contact Center or on‑prem Cisco Contact Center with natural‑language IVR.
2+ years experience with Nuance IVR.
Experience transitioning from on‑prem to cloud contact center.
Strong knowledge of networking principles (DNS, QoS, DHCP, UDP).
Additional beneficial skills: SAP enterprise solutions, ITIL/ITSM practices.
Certifications / Education
Bachelor’s degree in business management or information systems.
Equivalent combination of education and experience may be accepted.
Engagement Requirements
Preferred location: Continental United States.
Work location virtual/remote until further notice; onsite meetings in Middletown, PA as scheduled.
On‑site support during post‑go‑live phase for up to six months.
Attendance at orientation and periodic on‑site meetings at PTC facilities.
No additional travel compensation; travel within 3‑hour commuting distance is not reimbursed.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Engineering and Information Technology
Software Development
Referrals are encouraged but not required.
#J-18808-Ljbffr