Design and implement voice and contact center solutions, including Natural Language IVR, and agent-assist voice calls.
Migrate from on-prem contact center to a 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 support 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.

Bachelor’s degree in business management or information systems.
10+ years’ experience in designing, building, and managing high-volume contact centers is required.
1+ years’ experience with Microsoft’s Dynamics Contact Center solution and Azure Communication Services is required.
1+ years’ experience with leveraging Copilot Studio or other AI engines for natural language voice bots and chatbots is required.
Experience in implementing passing context from IVR to the agent as part of designing an omnichannel contact center platform is required.

Contact Center Architect

Key skills