Voice Phone Cloud Contact Center Architect
Serigor Inc
AzureCloud
Voice Phone Cloud Contact Center Architect
Omm IT Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Dauphin County • Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
AzureCloud
About the role
- 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
- Centralize contact center scripting, routing, recording, and integration with CRM and other systems
- Act as the Lead Unified Communications Solution Architect
- Develop and maintain detailed designs within the Cloud Network environment
- Fully document all created work associated with this position
- Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients
Requirements
- Bachelor’s degree in business management or information systems
- 10+ years’ experience in designing, building, and managing high volume contact center
- 1+ years’ experience with Microsoft’s Dynamics Contact Center solution and Azure Communication Services
- 1+ years’ experience with leveraging copilot studio or other AI engine for natural language voice Bot and chatbot
- Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems
- Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform
- Strong understanding in ways to delegate PCI to other cloud hosted providers
- Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint
- Proficient in Microsoft ADO Testing Module
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Natural Language IVRcontact center solutionsSaaSCCaaSCTI integrationsomnichannel contact centerAI enginevoice BotchatbotMicrosoft ADO Testing Module
Soft skills
leadershipdocumentationrelationship managementcommunicationplanningsupport
Certifications
Bachelor’s degree in business managementBachelor’s degree in information systems
