Cloud CCaaS Architect - AI IVR, Dynamics & PCI

Mogi I/O : OTT/Podcast/Short Video Apps for you; Pennsylvania Furnace (PA); Hybrid; USD 151,536 - 165,312; Full time

Job summary

A leading enterprise communications organization is looking for a Voice Phone Cloud Contact Center Architect to design and implement cloud-based voice systems. Responsibilities include overseeing migration to cloud environments, developing compliance documentation, and collaborating with technology teams. The ideal candidate should possess extensive experience in contact center design and architecture, along with proficiency in Microsoft Dynamics and omnichannel infrastructure.

Qualifications

• 10+ years of experience in high-volume contact center design, architecture, and operations.
• Hands-on experience with Microsoft Dynamics Contact Center and Azure Communication Services.
• Expertise in developing Natural Language Voice Bots using Copilot Studio or equivalent AI solutions.

Responsibilities

• Design, implement, and optimize next-generation voice and cloud contact center architectures.
• Lead migration from on-prem contact centers to cloud-based CCaaS environments.
• Collaborate closely with technology, vendor, and project teams to ensure seamless architecture execution.

Skills

High-volume contact center design

Microsoft Dynamics Contact Center

Natural Language Voice Bots

CTI solutions integration

Omnichannel contact center infrastructure

PCI compliance understanding

Microsoft Office 365 proficiency

Education

Bachelor's degree in Information Systems, Computer Science, or Business Management

Tools

Microsoft Dynamics

Azure Communication Services

Cisco WebEx Contact Center

Nuance IVR Systems

Job description

A leading enterprise communications organization is looking for a Voice Phone Cloud Contact Center Architect to design and implement cloud-based voice systems. Responsibilities include overseeing migration to cloud environments, developing compliance documentation, and collaborating with technology teams. The ideal candidate should possess extensive experience in contact center design and architecture, along with proficiency in Microsoft Dynamics and omnichannel infrastructure.